Made appointment via their website/email for an oil change and to have a tire leak repaired. Price quoted via email was $60 for the oil change and '$25-30 depending on the repair needed' for the tire repair. Dropped the car off that morning and was taken to work via their shuttle as expected, though I wasn't told the shuttle was only available one way and only found out later in the day that I was stranded at work as they don't offer a return shuttle; something I feel should have been communicated. I received a call later that morning saying the oil change was done but the tire couldn't be repaired and that it would need a TPMS sensor to be repaired properly, at a cost of $200. I was also told it couldn't be left the way it was as a result of their efforts to fix it, so just to drive it out I'd need to spend $25 for a normal seal valve that would cause the sensor error on the dash. After directing them to just do the $25 remedy since I didn't feel their price was fair for the TPMS sensor, I was able to locate the same part they insisted cost $90+ from a local supplier for $40 and called them back with the intention of having the part dropped at their shop for install, but was told by Dan the service writer that they could only use parts from their supplier until I protested. At this time Keith the owner took over the call and said they'd made a mistake in not contacting me when the first discovered the error and that in trying to fix it they made it much worse, necessitating the replacement of the sensor. So he offered to install their sensor at the price of $40 which is what I'd found a replacement locally for and no install charge. I got to their shop later in the day with the unplanned help of a colleague due to their lack of/miscommunication regarding their shuttle, to find a bill of $154 which I questioned. They'd added a diagnostic fee of $25 for the tire issue which wasn't described in the email exchange nor in any of the subsequent phone calls. They also added a tire rotation fee of $25, a service I hadn't requested. When pressed on these, I was told the diagnostic fee was because they had to submerge the tire in water to find the leak and that they add the tire rotation to every customer's order. I was told that given I hadn't asked for the rotation it could be removed, but given my displeasure with the entire experience I walked out as soon as I was handed my credit card back. After sending a follow-up email recapping this experience and reiterating my concerns, I received a call from Keith the following morning 4/18, where he stated he 'couldn't believe' that this had been the worst experience I'd ever had at a repair shop. He argued that the shuttle service is described on his site accurately and that the diagnosis fee was described in the email (which only referred to the cost of the tire repair itself), and he added that he adds a tire rotation to every customers order to help with tire wear. Bottom line: I’d suggest finding a different shop for service unless communication, convenience, & cost aren’t priorities for you.
Mr. Criscitelli, We Thank you for your feedback. We take great value form all our customer comments. We do strive for 100 % customer satisfaction. Best Regards, Keith Formanek and DHA Team.
- Day Hill Automotive Inc