I had brought my VW jetta here for a simple service, oil change/18 point inspection. They did good on the jetta, let me know of a few issues that needed attention but didn't pressure me to get them fixed. The main reason the 1 star is because I do own a Audi a4 that was having an issue with it shutting off when coming to a stop, Everything ran perfectly on it just that one issue and its obviously a pretty big issue. I had spoke with Paul Bloomberg, the Service Director, about the issues I was having when i picked up the Jetta, as going over everything that has been done to the Audi, he gloated that he had the same engine and is familiar with them and was pretty confident he could figure out whats causing the Intermittent Stalling Issues without a CEL or at least diagnosis it. After we talked a bit about the car and anything it might be he said to just bring on down to the shop. I told him Im not comfortable with driving it on main roads since it does have the stalling issue when coming to a stop, as i live about 10 miles away from the shop. I told him ill be towing it to them and dropping it off and they can have it for as long as they need to get it fixed this was on Saturday 6/25. I rented a U haul the following Monday and dropped it off. NO BIGGIE. This is where the customer service and professionalism just take a tumble. After about a week or 2 , I finally get a call from Paul. He goes on to tell me that he CANT get the car to shut off, he said hes left the car running, scanned for codes ( even tho i told him I've scanned the car already with VCDS and nothing ever came up) , he kept saying he ran multiple tests and what not. I had asked him if he drove the car at all. His response was , " We drove it in the parking lot and nothing happen. He kept saying there was nothing wrong. I told him that he needs to like actually drive the car to get the issue to happen , not drive it in a 20 x 20 parking lot which isn't very big. He said i can pick my car up whenever. I was actually pretty excited ya know because when a mechanic that specializes in your car model says its safe to drive then you'll of course trust them right? Even tho I tried to make sure all proper tests were done on the car to find the issue they said it was safe and good to go. Paul word for word on the phone said " you can drive off the lot with no issues" said thanks and told him ill be getting my car Monday So i show up with my parents since they gave me a ride. Paul was outside with a group of 4 people , NOT WITHIN ^ FEET FROM EACH OTHER WITH NO MASKS ON, to prevent the spread of COVID-19, I had one on when i walked up FYI ,anyway, h said go around the back the keys are in it and walked away. Got in the car , started right up , went through its cold start until it was up to operating temps. Once ready, I pulled out from the back of the shop, car was running good, but as soon as I go to pull off the car dies right at there entrance... The frustration I had was sky rocketing.. Paul walks up after he hears me trying to start the car after 10 mins, MIND YOU ITS 114 out in Phoenix/Peoria area , but he says to me in a smart*** way , " well wow , once you show up the car wants to die" and chuckles. I asked him as Im trying to get the car to start what kind of tests did he run, all he kept saying was we scanned it for codes, that's it , he couldn't tell me what sensor or electrical tests he ran to rule that out. He kept saying it might be a vacuum leak but he would know for sure if he did a vacuum leak test right LOL. Anyway He literally left me stranded in the shops parking lot instead of calming the situation down ( like a manager should )and doing more "tests" on the car. I had to call a tow truck but i wont ever recommend this company. Terrible customer service when you as a consumer have an issue with the way they provide their services... I really hope this review helps Paul get a little more training because it was un-acceptable.. My parents will be leaving reviews from from their accounts since they were present to witness the actions.
Hello August. You dropped the car at 4:07 on June 30th (We are not open on Saturdays and the cameras are clearly time and date stamped) and were called July 8th and told that we could not get the problem to duplicate and that you could come pick it up if that's what you choose. You picked it up the morning of July 14th, almost a week later. After reviewing the situation it was found that your vehicle was not driven enough to properly diagnose the problem. We pride ourselves on doing everything that we can to make our customers happy and unfortunately we did not accomplish that this time. We saw the review that you submitted to our website and also to google and both David and I immediately called you and both left voicemails for you to return our calls. You did not respond. As to the mask complaint, it was submitted on our website and I immediately called your mom back to let her know we would be looking into the situation and would fix any improper activity. We watched the videos that show two customers standing together and having a discussion on the sidewalk, outside, by the front door. The video also shows Paul and Houston attempting to offer you some gas and being stopped by your mom because they did not have masks on. They stopped an easy 10 feet from the rear of your car. You and your family were towards the front of your car. You are welcome to come review the footage anytime. We do not require masks to be worn outside of the building. We did not charge you for any of the time spent on your car because a diagnosis was not made. We really should not have taken your Audi in as it has been modified and we have changed our procedures in direct response to this situation. We know that you were happy with your original service on your VW so our phone calls to you were going to be to make it up to you with your next service on your VW as well as to offer to pay for your tow bill. We certainly understand if you choose not to come back and we feel that would be very unfortunate for all of us. Please understand that businesses are run by people and everyone on this earth has had a bad day, especially with everything crazy in the world right now. Paul is an amazing service writer and is usually friendly, outgoing and helpful. We truly apologize for the experience that you had and do hope that you will call to let us make it up to you. Jenn Woolley Operations Manager
- Auto Xtreme Service