We took our 2011 Chrysler to Best Automotive several times over the years. In early 2018 we took it in Because the heater was not working. The first visit, we were told that it needed a new thermostat....this did not help the problem. It blew no warm air and we nearly froze. After taking it back to Best Automotive for repair, the owner kept it for several days and assured us that it was now repaired and working properly. This was over $700 repair. He told us that In Order for it to work you had to turn on the circulate air button....which coincidentally turned on the a/c. I knew that it was not correct, but after paying nearly $900 for a repair that was warranted for 12 months, we went on our way. This winter, soon as the weather got cold....once again...no heat. Took it back to Chris because it was under warranty. Long story short, after keeping the car for two weeks, we started to get angry. But particularly after we were told that because this a “warranty job” that it must go to the end of the line, ahead of “paying customers”. My husband and I really got aggravated and wanted to know how much longer it would be. We were told it would be at least another week. Chris seemed to think that we had no reason to complain. After much back and forth, he finally told us to come get the car and he would give us our money back. We decided to take him up on this offer. When we got there to pick up the car, Chris told us to find another mechanic....that he would no longer work on our cars. This is no problem for us. I will never understand any kind of business that considers repeat customers a nuisance and that warranty work should go to the end of the line. This is no way to run a successful business anywhere.
Patty, we agree to disagree with services provided on your Chrysler, though, let's be honest with the facts. When this vehicle was brought in to our shop originally back in January 2018 we performed a thorough diagnostic on the heating system and replaced the thermostat to repair the heating system. This repair was necessary, the engine was not getting to operating temperature. At that time, the heater core concern was unknown. After, replacing the thermostat and diagnosing the heater core as needing to replaced, to repair the heat, the repair was declined due to cost of repair. Two months later, the vehicle was brought back in for the heater core replacement. Ed disagreed with the thermostat replacement from the previous repairs, until we applied a full labor discount on the heater core repair to compensate, even though the thermostat was necessary for further diagnostics to be performed and for repair. We performed the heater core replacement at a fair price, the repair was more accurately $700 (not $900 as stated). After the heater core replacement, the heating system was operating correctly at that time. This last visit the vehicle was brought in, Ed informed us, "The heat was working great until the car ran hot. My wife, ran the car hot and I had to add anti-freeze to the car. Now the heat isn't working properly". We informed him that we were a couple to three weeks behind when the vehicle was dropped off for diagnostics. He agreed and understood at that time. We performed several tests including warrantying the thermostat, of which it was damaged due to the vehicle running hot. We had the vehicle scheduled, in first the come first serve order of which they arrived, which is as fair as we can operate. We determined the concern is in the Heater Box operation, which we must remove the dash assembly to access for testing. This inspection takes time, and unfortunately in this case, we had two other dash removals scheduled during this time and ahead of this particular vehicle. Ed was made aware of this every step of the way. We had several phone conversations with status updates and to keep communication on prepared time for such repairs. Ed called in demanding the vehicle be fixed right away, stating "what we are doing is putting him at the back of the line", and pressuring our staff in unethical ways. Stating that his vehicle should be in front while twisting previous conversations around. I talked to Ed about this situation to help ease the pressure and offered an alternative since it seems we could not meet his expectations. The only reason a refund was offered is because of the way Ed treated our staff, and the added pressure he put on the situation. We agree that we will not work on your vehicles any longer because we cannot meet his high expectations. We also hope that you can find a trusting mechanic that can meet your needs. We provided you with a full reimbursement on the previous heat repairs, and also provided a completed warrant on the thermostat repair from this recent visit. We wish you the best on getting your vehicle repaired. We understand how you feel, and sincerely apologize that we could not help you in getting this resolved and could not meet your high level of expectations. We try to serve all our customers equally and fairly, with this being said, sometimes repairs can take longer when we are booked and behind schedule. We have a high level of integrity and care about our customers equally. We take pride in serving the automotive industry while maintaining communication, and being honest about repair times and costs. We feel as if we handled this situation with as much care as we can respectfully offer. Ed informed us when picking up the vehicle the intentions were to get rid of the vehicle because it keeps having problems and he just wanted the refund. Whichever intentions you proceed with, Best Auto Repair Experience feels that we have made amends with the situation and requests you to consider changing or removing your review. Thank you, Chris Barron Owner – CEO Best Auto Repair Experience
- Best Auto Repair Experience