Good morning, I'm glad you took time to reach out this morning. Even though your staff was very nice and professional, I feel as though things could have been handled differently. I came in for a tune-up, but ended up leaving without anything being done, and still paid over $560 for mostly labor and a few parts that were used. Bottom line was your technicians ran into other issues that prevented then from doing the tune-up and would have cost in some case a lot more than what was originally quoted. I told Chris exactly what monies I had available. At that point I feel like he should stopped the service and the charges. When he called the last time to inform me of the other issues, I told him just forget about it, put everything back the way it was, and would be on my way back to pick up my vehicle. Chris advised me that he would have to charge me the labor and for a part or two that he did replace. I wasn't very happy, but I paid it of course. So in my eyes, I gave you all $565 for nothing. Now I have to take it to a dealership, which will be even more money that I really don't have. Hopefully my vehicle will continue to operate until I can get the tune-up. I'm sure you can understand my feelings. I was hoping Chris would say we're going to cut some off the labor, but he didn't. The only other thing I would like to suggest to any European Vehicle owner would be, take your vehicle to a dealership for that Make and Model. Just because someone tells you that their technicians are trained, that doesn't mean they are trained for your vehicle. If Honest 1 Techs were trained on Mercedes Benz's, that issue with my tune up would have been handled differently.
Mr Kennedy, we’re happy you brought your vehicle to our shop, but we’re also disappointed and puzzled by your review, particularly since you wanted to do a quality, yet economical job. Before bringing in your 2014 Mercedes Benz to have spark plugs changed, you first took it to a Mercedes dealership where they recommended that it needed new plugs. However, you decided not to have the work done at the Mercedes dealership, choosing instead to bring it to our shop. Chris, our Service Advisor told you about each step involved, provided you with a written quote for doing the work, and you approved the quote for the work. Chris also let you know that there is a possibility of further repairs that might be needed once the manifold was removed. We then provided a free Lexus loaner vehicle to use while we worked on your Mercedes. You remarked in your review that our technicians then ran into “other issues” that prevented them from doing the tune-up and would have cost a lot more than what was originally quoted. However, you recall that you were told about the possibility of “other issues” in advance, so it’s confusing as to why you would make it sound as though this additional work came to you as a surprise. Additionally, we are disappointed for you in that much of the cost of your requested repair was in the labor to remove and replace the intake manifold. So, by stopping the work after disassembly and replacement of half of your spark plugs then having us put those old spark plugs back in your engine again and reassemble the engine will require you to have another shop repeat the process because you declined three, $20 parts for an additional total cost of $60.00. You also mentioned in your review that we should have stopped the service and the charges, cut some off the labor, or provided a discount on labor. We did, in fact, give you a discount on parts as shown on your invoice, but, you approved to have us pull your engine apart, then put it back together again. It’s unfortunate, but once it’s apart, we can all agree that we need to put it back together. Also, we value the labor of our technicians and respect their years of training and expertise. The technician who worked on your vehicle knew exactly what to do with your vehicle and spent a good bit of his day working on your car. He’s been at this the better part of 30 years and understands how to do spark plugs on most any vehicle despite your comments and, I think you would agree, should be paid for his labor. Finally, I can also assure you and the readers of this review that we work on Mercedes Benz and European vehicles of every model every day. This particular maintenance service and your particular vehicle are commonplace for us. That’s why we have the confidence to offer a 3-year / 36,000-mile warranty - three times what the dealership provides. I hope this clears up some of the issues brought to our attention, but knowing you were disappointed, I would like the opportunity to hear from you further so that I might more clearly understand your concerns. Perhaps you could email me at [email protected] to let me know of a time that would be convenient for you to let me know more. Bob Adams, Owner
- Honest-1 Auto Care Mooresville