ComplaintsforReynolds Garage & Marine, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 13, 2024, ******* ******** brought in a 2014 ****** ******* to have the air conditioning looked at and fixed. after paying $113.35 in parts and $518 in labor ,the cars Air conditioning still behaves the same way no difference. On our receipt it says , tested operation - operating as designed. Our receipt/ invoice claims that the air conditioning is running or operating as designed. On the way home The air conditioning worked the same as it did before we brought it in for servicing. We Called the service department and talked to James W***** and he explained to us that we need to have more work done on it to make it work properly. We then called the owner of R******* and explained that we paid $700 for nothing. The car behaves , the air conditioning in the car behaves the same way as it did before we brought it in and we’re out $700 . R******* wants another 1500 to fix the air conditioner, which They said they already fixed previously in the invoice R/O number *******/1. also they claimed in a repair estimate that the serpentine belt was cracked which it was not we had just replaced that . ******* ******** is an 80 year old man, the Fact that we paid for something that was not fixed and then giving outrageously high estimates to repair the air conditioning again and other parts on the Car that did not need replacing , Leads us to believe this could be a case of elderly abuse.

  Business response

  06/14/2024

  To whom it my concern,
  
  I have talked with the customer about this repair.  We found the Air Conditioning compressor was not getting power during the first visit.  The reason was the EVAP temp sensor on the coil was not telling the compressor to turn on.  We replaced that sensor, tested and the Air conditioning was working, the customer brought the car in a week later and we found that the clutches on the air conditioning compressor were working intermittently, if we tapped a hammer on the compressor the clutches would engage, I also confirmed this with the customer, and they said yes it works sometimes and then it does not work sometimes.  The repair we recommend is to replace the air conditioning compressor.  We also mentioned to the customer that the compressor did not look like a factory OEM compressor, they told me they put an aftermarket compressor on the car a couple years ago???  The only way we could know if the compressor was not operating correctly was to replace the EVAP sensor and only then would we know how the compressor was operating, after our first repair, it was working, but obviously an intermittent problem appeared after the customer had it back for a number of days.

   

  Hayden R*******

  Customer response

  06/18/2024

  I reject this this answer, we called them the next day and told him the air-conditioning was not working on the drive home from the garage. It didn’t work and we told that the next day . it wasn’t a week later it was the very next day, we picked up the car at 7 PM so we couldn’t tell them that night. It wasn’t working, . nothing was changed. Nothing changed about the operation of the air conditioner the same day, if you look at the receipt, it says everything’s working normal and it wasn’t working normal on the drive home from the garage. They overcharged us to change a sensor if you look at the receipt there’s O-rings and one sensor for $700. there’s no way it took him five hours to do the labor  Once again, I think this is a case of elderly abuse taking advantage of an 80-year-old man. Nothing was fixed when they said it was fixed and we told them on the drive home, It wasn’t fixed. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 22,2022 I dropped of my Subaru ****** to Reynold’s Subaru of *** ******* ** ** ***** ** to be diagnosed the following day. The Subaru seemed to be making a “whirring” noise that I believed to be a bad wheel bearing. On February 23, 2022, I received a text message from the service center stating, “Noise heard is not a wheel bearing. Inspected and found 3 of your calipers locked up and stuck on slides. Suggest replacement of all calipers and rear pads $1005. Also abs hydraulic assembly has significant brake fluid leak can be rebuilt $825. Inner tie rod boot also torn, suggest replacement $249- Please advise.” I called Reynolds and told them to proceed with the repairs of the ABS rebuild, replacement of the calipers, replacement of the rotors, in addition to tightening the heat shield and giving the car an oil change. The estimate we got was for $2,079. I received a text message from Reynold’s Subaru on February 24th, 2022 asking, “Just wanted to confirm, are we also doing the engine reseal to correct the oil leak $1939. - Please advise.” I responded back to this text message, “Yes” and was advised that I would get a call when the car was ready for pickup. On February 28, 2022, I texted the service number and asked for a total. At 1:11pm I wrote to them, “Thanks so much! Do you have a total for everything?” This text went unanswered. After ten days Jim, the service advisor, had responded back, “All standard methods of payment. Cash, check, or charge cards. Total with tax is $5036.30.” I was never advised of an oil leak or provided with a written estimate of the supposed repairs in the amount of $5036.30 before the work was completed. Only after the work was completed was I provided a full estimate of $5036 DESPITE asking on two separate times in writing to be provided with such estimates. The general manager, Nora, Keith the service manager, and Jim the service advisor were accusatory, demeaning and downright verbally abusive when I attempted to resolve.

  Business response

  03/28/2022

  To whom this may concern,
  
  We have been in communication with Ms. ********* and have been able to resolve her concerns.
  
  In regards, to the confusion of amount paid,  we explained the customer added some additional repairs to the Front and Rear brakes adding approximately $800 to their bill.
  
  As well, In the interest of goodwill, because the customer had a bad front wheel bearing, we are replacing at no charge (cost $475).  Additionally, we are reimbursing $500 for a set of tires they purchased elsewhere.  
  Reynolds’ Subaru is mounting, balancing and aligning her vehicle at no charge.(Cost of 4 tires, mount, balance and alignment is $740)
  
  The customer is pleased with the agreement made.

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