Robertson Automotive provides auto repair and maintenance for the Newbury Park, CA area. Robertson Automotive provides auto repair and maintenance for the Newbury Park, CA area.
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I will spare many of the details, but those that I share are accurate and not embellished in any way.
On August 31, 2021, I took my 2013 Ford Flex into Robertson. I chose them because of the reviews that were posted online. They diagnosed that the car needed the water pump replaced, but it would be expensive since the pump is located in the engine. With the delay in parts (which I completely understand and never complained about) we got our car back from Robertson on Sept. 20, 2021 and paid them the $1924.30. (3 week/20 days)
Beginning the next day, we starting hearing some noises. so, 2 days later we returned to Robertson and left the car with them for the night. (1 day) We were told that they could not hear anything. We drove it around for another week and the noise got worse.
We decided to call Ford directly and have them look at it. The following week we called for an appointment and took the car in on Monday October 18, 2021. We had them check out the rear brakes as well and do some repair. They said they could definitely hear the noise and suggested that since we just had service done at Robertson, that we take it back for "warranty" work. We picked the car up on Wednesday September 20, 2021. I paid Ford $640.60, for diagnostic and brake work.
We went right from Ford and dropped it back off at Robertson on September 20 in which Robertson said they could now hear the noise. This is where I will just say that over the next 3 months...yes, I said 3 months, we were promised over and over it would be fixed "tomorrow", or "by the weekend". We made several trips to the shop in person and we were continually given excuses and promises. At one point being told that at least we were "basically getting a new engine".
I had finally had enough and decided to reach out to The Bureau of Automotive Repair mid December and began a conversation with them on December 21. After TBAR visited Robertson Automotive and had discussions with them, I decided to have the car towed ($128.75) to Ford on December 26. (13+ weeks/96 days). After the car was dropped off at Ford, I went to Robertson to talk to them. I told them that I was notified that they were operating without a license, but was not looking to cause any trouble or even ask for my money back. I just wanted them to pay for whatever the bill is from Ford. My exact words were "if its $50 or $5000, you pay the bill and you will never hear from me again." He said "ok", and we left.
Grand total of 117 days that Robertson had my car and it was still not fixed. The car was left outside and ended up needing additional repairs from the rodents that found their way in the engine and other areas. We even stopped by one night at 9:30 pm, after it rained, to see the driver door not completely closed and the key left in the door (see attached picture).
After Ford had it for another 3 weeks, I paid them an additional $5900 as well as a late fee for my registration that was due at the beginning of January. When I called Robertson and told them the total was $5000, they said absolutely not going to pay it and even had the audacity to say "you never game me a chance to fix it".
Again, please note that Robertson Automotive was operating without a business license for at least the 2020 and 2021 years. This means they cannot accept payment for services. They must pay you back.
Just know that when you make a mistake, own up to it and make it right. It is that simple!