I brought my vehicle to GearHead because of the positive reviews, but unfortunately, my experience…read morehas left me extremely disappointed and seriously questioning whether I can trust this shop with my vehicle again.
When I initially brought my vehicle in, I paid for a full diagnostic and repair of a radiator hose leak. I also reported a very slow oil leak and a rattling noise. To this day, I still do not have an explanation for the rattling noise, despite paying for a full diagnostic.
One of the most upsetting parts of this entire experience is that I was specifically told my vehicle was unsafe to drive. Because of that, I followed their recommendation and rented a vehicle while mine was in their possession. I spent over $1,000 on a rental car because I believed my own vehicle could not safely be driven.
Imagine my surprise when I picked up my vehicle and discovered that nearly 60 miles had been added to it while it was at the shop.
If my vehicle was unsafe for me to drive, why was it safe enough for the shop to put nearly 60 miles on it?
I was told the mileage was accumulated because they needed to test a bad part, and I was offered a discount. However, I still do not understand why nearly 60 miles of test driving would be necessary, particularly when I was later told that the suspected bad part still needed to be ordered and replaced. The part is currently in the mail, and I am supposed to bring my vehicle back to have it installed.
That alone made me uncomfortable, but unfortunately, the problems did not end there.
About a week later, I went to have my tires serviced elsewhere and discovered that my wheel/rim lock key kit was missing. I immediately contacted GearHead and was told that because they did not need to remove my tires, they could not have been responsible.
I am extremely particular about keeping track of my wheel lock key kit because I know how easily these items can be misplaced at repair shops. I specifically did not check for it when I picked up my vehicle because none of the work I authorized should have required removing the wheels.
After that conversation, I went through my trunk more carefully and discovered that my splash guard is also missing. The splash guard was brand new and had not yet been installed because I was waiting for the leak to be repaired. I am currently waiting for a return call regarding that as well.
At this point, I am livid. My wheel lock key kit will cost me over $100 to replace. My brand-new splash guard is missing. I spent over $1,000 renting a vehicle because I was told mine was unsafe to drive, only to discover that nearly 60 miles were put on my supposedly unsafe vehicle while it was in the shop. On top of all of that, I still do not have an answer regarding the rattling noise that was part of the reason I paid for a full diagnostic in the first place.
Communication has also been inconsistent. Employees seem to rotate frequently, and people I previously dealt with are suddenly no longer there. That makes continuity and accountability extremely difficult and raises even more concerns for me as a customer.
What concerns me most is that I am supposed to return my vehicle once the ordered part arrives. After everything that has happened, I genuinely do not feel comfortable bringing my vehicle back.
I chose GearHead because its reviews gave me confidence that my vehicle would be handled professionally. Instead, I am now out the money I paid for repairs and diagnostics, over $1,000 for a rental, and potentially the cost of replacing my wheel lock key kit and brand-new splash guard.
I am giving GearHead the opportunity to address the missing property, the nearly 60 miles placed on my vehicle after I was told it was unsafe to drive, the unresolved rattling noise, and the overall lack of communication.
I sincerely hope management takes this seriously and makes this situation right. As it currently stands, this entire experience has been completely unacceptable.
