John, the manager, and the other employees were friendly and courteous. However, they were dishonest, incompetent and overpriced.
I presented my vehicle to Denville Exxon for correction of a minor problem such that the transmission shift lever was difficult to operate. John Schwarz said that he knew exactly what was causing the problem and that it would cost me somewhat over $300. I said that I didn't want to spend that much. He said that if it is not fixed, something would break suddenly, leaving me stranded with a disabled vehicle. Therefore, I agreed to the repair. I also asked that they attempt to loosen the oil filter because after a recent professional oil change, I determine that the filter was overtightened. John said that sometimes they have to destroy a filter in order to remove it. I specified that if they were not able to loosen it with an ordinary filter wrench, just leave it alone. I also asked that, while the vehicle was on a lift, they adjust the rear drum brakes.
After John called to tell me that the vehicle was fixed, I went to the shop and found that the shifting was much worse than before. John told me to leave it and they will fix it. Two days later he called again. He said that everything was fine and that I should pick it up. When I arrived, he charged me $665.74. After I drove off, I phoned John from the road side. I said that the shifter was not working well and that now the ABS (antilock braking system) lamp was lit. He said that both problems will "work themselves out" after driving awhile. A few days later, while parking, the shifter became loose and the transmission was locked in Park. I called John and asked him to tow the vehicle back to his shop. He told me that, contrary to what is printed on their card, they do not do towing. He offered to recommend a towing service. He said that they would not pay for the tow. I had it towed instead to North Jersey Transmission.
Ed at NJT said that the problem was the starter lockout switch, a common problem. He said that it was unlikely that the original shift cable needed replacement. He said that the aftermarket cable, for which Denville Exxon charged me $127 retails (as part of a repair) for less than $35. The replacement cable broke because of faulty adjustment. NJT charged me $69 for a genuine Ford OEM part. I mention this to illustrate the dishonesty and incompetence of Denville Exxon; the cable did not require replacement, the new cable was not adjusted correctly, and they grossly overcharged for it. NJT fixed the problem and charged me much less, which included almost $100 for the starter lockout switch.
I was billed, by Denville Exxon, about $50 for an oil change that I did not ask for and which was unnecessary. The vehicle had been driven less than 200 miles since the previous oil change.
I was billed $14 for "shop supplies". John told me that this was for printer paper, toner, and telephone!
I was billed $10 for "qty 2 of fluids, top off as needed". I didn't ask for this. John said that it is "part of the program". The vehicle was returned to me with washer, power steering and coolant fluids low.
They did not adjust the brakes. Although they didn't charge me for brake adjustment, they broke something in the anti-lock braking system. read more
