Unfortunately, I won't be coming back.
I needed a 40K service for my 2012 Jetta TDI Sportwagen which also needed a DSG transmission service. I called around for a good price in Ventura county and this place was hands down the lowest bid at $680 out the door. Also, the shop is listed on the TDIclub.com forum, which gave them added credibility. Joe told me that I'd have to set up an appointment early enough so that he could order the parts and make sure that they get there before my scheduled appointment. On 11/13/14, I called the shop to set up an appointment for 0830hrs on 11/22/14. I told Joe that I will call him on 11/20/14 to confirm and to make sure that the parts needed for the service that I asked for was onsite. I called on 11/20/14, spoke with Joe to confirm my appointment and inquired about the parts and he said, "I have them, see you on Saturday 11/22/14." I arrived on Saturday, 11/2214 at 0835hrs, a little late, but late nonetheless. Joe was not there yet, but Jim was there to take my name down. I filled out an estimate piece of paper for Jim because it doesn't appear that I'm in their computer system for any appointment that I made with Joe. Jim informed me that this type of work will require at least 4 hours and they'll call me when the car is done. At this point, I was the only person there and one more person behind me. At approximately 1330hrs, I was wondering if my car was done so I called them to inquire. Jim answered and he said that they haven't even started on my car yet since they've backed up on problems after another with other appointments and other car maintenance issues. The reassuring thing though was the problem is not with my car. I called again at 1630 inquiring about the progress or lack there off I should say. At this point, Joe answered telling me that they'd just finished the vehicle that they were having issues with and that he'll be starting on my car shortly. He added that it will take him a while to do this giving it the original 4hr estimate to complete. I told him that I won't pick up the car that night since the expected completion time will be 2100hrs. Here's the part where it gets even worse. Joe calls me at 2021hrs asking me, "Hey, didn't you say that you'll be providing the parts for the service that I needed to do on your car?" I answered, No. He informs me that he doesn't have the parts to complete the job and that parts that he needed were wrong. In my mind, of course I said, YOU'VE GOT TO BE SHITTING ME! You've had my car for 12 hours only to tell me know. I called 2 days prior to my appointment to confirm that the parts are there and you said, Yes. He ended up just doing an oil change on my car which he charged me $82, labor, tax and parts included. He tells me that he topped off all the fluids, rotated my tires and few other things. 24 hrs later, I picked my car on 11/23/14 at 0845hrs. Bottom line job not finished from what I had asked for.
The problem here is two-fold, First the appointment system for the business is lacking. Someone has to properly manage these appointments so that the business can function efficiently. Overbooking, coupled with unforeseen circumstances led to the situation that I had to deal with. Second, when you say something is there... Check and see that it is actually there. I understand that you get parts all day, all the more reason somebody needs to check the inventory in to make sure nothing is double ordered or worse, not even coming in. The double ordering will kill the business capital since it could eventually lead to waste especially if the company that you order from will not take returns.
I like to finish this review with something at least positive that I experienced from all of this. Joe at least told me that he didn't have what he needed to finish the job. If he was a crook, which he is not, he could have easily just told me that "Job's done", without actually working on the vehicle at all. However, that one positive from a host of too many negatives will not bring me back. Which is a small loss for his business since my wife and I have 3 cars and we regularly get scheduled maintenance intervals by auto repair shops. read more
