I identified several problems (a/c not working; passenger electric window not working) & asked for an estimate of repairs. The Manager said he could do it tomorrow morning. Never did he say there would be a charge to give me an estimate. I dropped the car off before hours, left the key. The Manager called me 2+ hours later, said the a/c compressor needed replacement + gas, so about $980. Oil change too. He said the driver's side window switch needed replacement but never gave me a price - never wrote anything on the estimate/bill form either. I said I needed to think about it as a thousand dollars is a lot to spend at one time, plus it's an old car (2003). He said just pay me the diagnostic fee of $49.95 & we'll be OK. I asked "what fee"? He said "we charge to give estimates". I said "you never told me that - if I had known that I would not have left the car". He said we always charge for the diagnostic, & the total is $55.30. I told him I'm coming over to get my car. When I arrived at the shop, there was a sign with a bunch of rules on it, with the last one at the bottom - very inconspicuously - stating "minimum diagnostic fee $49.95". Again, he never told me this, never pointed to the sign & said that was our fee, I never verbally authorized the fee, & I never signed anything authorizing the fee. In addition, he automatically added a "shop supply fee" of $5.00 plus tax of $0.35 to the diagnostic fee, thus the "Minimum diagnostic fee" is NOT $49.95 but $55.30! He disparaged me several times as I'm living in California & we're terrible people. He threatened to place a lien on my car. I then said that since this fee - per their terms - could be applied again the services recommended, that I would get the oil changed. He said that that was not possible now since I had argued with him about the charge. I paid the bill & left.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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