Complaints

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• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to this business to receive repairs - the details of which I outlined specifically at the time my vehicle was dropped off. Following the inspection I received the estimate for the repairs and also a mandatory charge of $470.25 for the vehicle inspection. At no point was I told there would be any (let alone substantial) charges to inspect my vehicle and - in over 30 years of having vehicles repaired - I have never been charged any monetary amount to evaluate what repairs needed to be made. After receiving the bill I called the business and told them my intention was to approve several of the repairs they said needed to be conducted - which totaled approximately $1,500. But I was told - no matter how much I decided to spend on those repairs - the inspection charge of $470.25 would not be removed. At no point in time: When I called to schedule the appointment, when I reviewed details of services they provide on the company website (******************************), when I dropped off the vehicle or when I received a phone call to discuss what needed repaired - was I informed there would be charges for the inspection. After questioning these charges on the phone two separate employees specifically stated to me that I should have been notified of these charges in advance of the inspection, but no notification was given - neither verbally nor in writing - prior to receiving the bill. My request to have these charges removed - so I could simply pay for repairs - was rudely declined. With little to no rational explanation I was told "it is what it is." I would respectfully ask the BBB to assist in receiving a refund for these charges.

  Business Response

  Date: 11/18/2024

  Dear BBB Representative,

  
  Thank you for giving us the opportunity to respond to this matter and provide clarity. We take all feedback seriously and are committed to providing clear and transparent service to all our customers as noted in our almost 14 year history with no BBB complaints. 

  
  Below is a summary of the situation as we understand it:

  
  The customer scheduled an appointment online, which was confirmed via text message, for a diagnostic evaluation of multiple vehicle issues on his 2006 Infiniti G35, a vehicle that had never been here before. At no time during the scheduling process did the customer request an estimate or ask any questions about pricing, though the customer had previously had another vehicle in and was familiar with our services.

  
  Here is the customer's original request:
  "There are a couple things:
  Left-front suspension: My son hit a pothole, and there is clearly an issue; left-front is shaky.
  Fuse Box/Electrical: Having a couple random issues; horn stopped working, radio/cruise control buttons on wheel stopped working, gas gauge only works when the fuel is full.
  Right Headlight: Goes in and out; works one day, then the next day doesnt come on.
  Overall Inspection: Would love for you guys to give it a good overall checkplugs/wires, chassis lube, etc."

  
  Additionally, the customer requested via text:
  "One more thing to check ... there is a belt that is making all kinds of noise that I would love you guys to look at as well. Thanks!!"

  
  Upon arrival on 11/5/24, the customer was accompanied by his father, a previous customer of **********************. He spoke with our Operations Manager, who reviewed the requested diagnostics: a suspension inspection, a belt noise inspection, a check for multiple electrical issues as well as the overall inspection. The Operations Manager explained that the initial estimate of time, and any additional time requiring further diagnosis would have to be authorized and we would contact him at the number provided. This in itself would imply charges for time, as there would be no reason for us to reach out for additional authorization if time was free. The customer verbally agreed to the stated inspections, asking no additional questions, saying, "Do whatever is necessary...this big guy over here is paying" (referring to his father), which was also captured on our video surveillance. 

  
  At anytime in our 14 year history have we ever advertised free diagnostic services, and our payment policy is clearly communicated, both in our shop signage and on our website. Our technicians are paid for their time, and we believe it is only fair that customers are billed accordingly for the diagnostic services performed. Had we spent all that time providing free services to customers we would no longer be able to be in business as most are aware of the rising costs of business. 

  
  During the course of the diagnostic process, we kept the customer informed. He received digital inspection as well as a digital estimate on 11/5/24 and was also contacted by phone to review the findings and associated costs for repairs.

  
  The mandatory charges that are spoken of in the complaint are the time involved to diagnose the complaints stated by the customer which breakdown as follows with findings:
  "Suspension Inspection $53-Customer states hit a pothole with LF, now is shaky, Perform suspension inspection and advise. Both drivers and passenger wheels are bent. Driver side rim is cracked. Both front wheels need replaced. Passenger side tie rod end loose, passenger side lower ball joint loose, driver side tie rod boot torn
  Belt Noise $66.25-Customer states belt making noise, advise. Belts are oil soaked and making a chirping noise. Degreased engine and found power steering pump leaking fluid onto belts. Belts will need to be replaced. Air conditioner tensioner pulley is making noise and will need to be replaced.
  Electrical Diagnosis $198.75- Customer states horn inop, Radio/cruise control buttons on steering wheel inop, Right headlight goes in and out, Diagnose. Checked for power at ****, no power is making it to horn when switch is pressed. Verified horn fuse and relay are in good working condition. There is no power making it to relay when horn switch is pressed. Traced harness to clock spring and checked continuity across clock spring and found open circuit. Clock spring will need to be replaced to repair horn, radio, and cruise control functions. Both headlights are currently working.
  Fuel Gauge Inop $112.50- Fuel Gauge inoperative, advise. Ohm tested sensor and found sensors have 39 ohms. Tested fuel gauge using resistors and found gauge is not reading correctly with specified resistance. Instrument cluster will need to be rebuilt.
  Multi Point Inspection $39.75-Customer requests good overall inspection, plugs/wires, chassis lube, etc.
  Total $470.25"

  
  The customer did not respond for 5 days after our initial communication on 11/6/24 with the estimate that stated all diagnostic charges as well as estimates to repair. When he did respond on 11/11/24 about moving forward with repairs, he expressed an unwillingness to pay the diagnostic fee that he knew of all charges since 11/6/24 and instead offered to proceed with $1,500 worth of repairs including the diagnostics, parts, labor and taxes at a discounted rate. We respectfully declined, as we do not offer discounts on our diagnostic services or repairs. 

  
  The customer ultimately chose to pay only for the diagnostic time and declined the recommended repairs, he came in in person and paid at the counter on 11/11/24 picking up his vehicle at the same time.

  
  At no time was anyone from Elstro Auto rude to the customer. On the contrary, our staff maintained professionalism throughout the interaction. Unfortunately, the customer became confrontational when his request for discounted services was denied. We suspect the customer to be upset his car has extensive damage due to neglect and abuse.

  
  We value our customers and always strive for satisfaction. We regret that this situation has led to a complaint, but we stand by our policies and the service provided as recognized with our nearly 14 years in business with an A+ rating with the BBB, 0 complaints and a near 5 star rating on *******
  Sincerely,
  Matt Elstro
  Owner
  Elstro Auto

  
  

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for the opportunity to continue this dialogue and to provide responses to the person who owns this business. Outlined below are each of the business owners responses with which I take issue and a detailed explanation of those concerns:
  
  - At no time during the scheduling process did the customer request an estimate or ask any questions about pricing, though the customer had previously had another vehicle in and was familiar with our services.
  
  *My previous experience with this company was for work on my fathers vehicle. As a gift to him on 1/19/24 I paid the bill for the replacement of two brake discs and two brake rotors which totaled $322.72. On that invoice there were zero charges for the inspection of the brakes on that vehicle.
  
  So, my familiarity with this business that the owner references in his response is applicable to this complaint: In my previous experience I was not charged fees for the vehicle to be inspected. For that reason in addition to the 30+ years of experience having vehicles serviced without once being charged an inspection fee I did not find it necessary or relevant to inquire about the possibility of charges before any repair work on the car was authorized.
  
  In speaking to two different employees on the phone on 11/11/24 they both said explicitly that I should have been informed of these inspection charges upon dropping off my vehicle. I was not provided that courtesy and instead was charged a $470.25 fee.
  
  
  - The Operations Manager explained that the initial estimate of time, and any additional time requiring further diagnosis would have to be authorized and we would contact him at the number provided.
  
  *Its important to read this line carefully The Operations Manager explained the initial estimate of time, and any additional time requiring further diagnosis would have to be authorized and we would contact him at the number provided. The initial estimate of time and any additional time requiring diagnosis was never provided or authorized. I never received any call for authorization either of the initial estimate of time nor additional time required to diagnose prior to receiving the charges for $470.25 in addition to the estimates for all the repairs.
  
  
  -This in itself would imply charges for time, as there would be no reason for us to reach out for additional authorization if time was free.
  
  *This continues to further prove my point my expectation, which is confirmed by the owners written statement above, was that I would be contacted to authorize charges. I was not contacted, nor did I authorize the charges that totaled $470.25. As a customer I would expect charges of this magnitude to be directly stated  not implied.
  
  
  -At anytime in our 14 year history have we ever advertised free diagnostic services, and our payment policy is clearly communicated, both in our shop signage and on our website.
  
  *As a customer I certainly hope its not the responsibility of signs on a wall or pages within a website to inform me that I can be charged up to $470.25 without any direct communication from a human being. I would sincerely hope that information would come directly from a company employee either via text message, over the phone or through an in-person exchange. I was provided with no such courtesy.
  
  
  -The customer did not respond for 5 days after our initial communication on 11/6/24 with the estimate that stated all diagnostic charges as well as estimates to repair. When he did respond on 11/11/24 about moving forward with repairs, he expressed an unwillingness to pay the diagnostic fee that he knew of all charges since 11/6/24 and instead offered to proceed with $1,500 worth of repairs including the diagnostics, parts, labor and taxes at a discounted rate. We respectfully declined, as we do not offer discounts on our diagnostic services or repairs.
  
  *I did receive a phone call on 11/6/24 outlining what needed to be repaired at which point I explained I needed a couple days to review and ultimately decide how much I wanted to spend. While reviewing the suggested repairs online over the weekend I noticed multiple charges that appeared to already be on my bill for the inspection. When I reached out to this company on Monday morning 11/11/24 my intention was to authorize approximately $1,500 in repairs. I inquired at that time about the $470.25 in inspection fees and asked if those could be dropped considering I did not authorize those charges and I was also prepared to spend over a thousand dollars in repairs. Contrary to what the owner stated above I never asked to have the parts, labor and/or taxes provided at a discounted rate. That is simply untrue. What I asked for in that conversation was to have the unauthorized $470.25 charge removed so we could move forward with repairs. At this point I was informed by one employee that I should have been told about these charges in advance but I guess it is what it is. For a sum of money this large that response is not acceptable.
  
  
  -Unfortunately, the customer became confrontational when his request for discounted services was denied.
  
  *Again, to clarify I was not asking for discount services. I was asking to have the unauthorized charge of $470.25 removed from my bill so we could all move forward with the $1,500 in repairs I was prepared to approve. I wasnt confrontational I was just disappointed that this is how Elstro Auto treats its customers.
  
  
  - We suspect the customer to be upset his car has extensive damage due to neglect and abuse.
  
  *My car is 18-years-old with approximately ******* miles and it certainly doesnt require a technician to realize it has a lot of wear and tear. Thankfully I wasnt charged for that diagnosis although I must admit I didnt read the website or the signs on the walls of the shop.
  
  
  Respectfully,
  **** *******