*EXTREMELY DISAPPOINTING CUSTOMER SERVICE AND LACK OF ACCOUNTABILITY BY STORE MANAGER ADRIAN PEREZ*…read more
After having my vehicle serviced for tire, I noticed damage to my steering wheel that was not there beforehand. When I brought the issue to their attention, Mr. Perez repeatedly dismissed my claim as unfounded and insisted there was "no way" the damage could have occurred by his staff while my vehicle was in their care. As a matter of fact, he told me his mechanics laughed at the matter, that I was being ridiculous.
And what I found particularly frustrating was the INCONSISTENCY in how RESPONSIBILITY was being EVALUATED. I was made aware of another situation involving a customer who had left their vehicle overnight on the property, where the vehicle was scratched by an outside individual. Despite the business knowing they did not personally cause that damage, Mr. Perez was apparently willing to assist and extend a kind understanding to that customer with covering the cost of a paint repair.
YET, when it came to my situation--where the damage was discovered after my vehicle had been in their care--I was essentially told that they could not do anything unless I could first prove that they caused it.
That standard feels FUNDAMENTALLY UNFAIR. I understand that a business cannot automatically accept responsibility for every allegation of damage. However, there is a significant difference between acknowledging that the circumstances make a claim REASONABLY POSSIBLE and investigating it IN GOOD FAITH, versus immediately declaring that something was impossible and PLACING THE ENTIRE BURDEN OF PROOF on the customer. I had to prove their liability beyond any doubt BEFORE my concern was even WORTHY of consideration.
Arguing with Adrian Perez to no avail, I went to consult experienced mechanics at the Porsche dealership (in the process of getting a quote from them for the damage) who explained that the type of damage I'm describing can very much occur during service, and that it definitely ISN'T UNCOMMON, especially getting in and out of a low build sports car. Adrian Perez, still disbelieving, tells me "well this would be the first for having a customer claim we've damaged their steering wheel" in the process of service. Well guess what buddy, there IS a first for everything.
Throughout the process, Mr. Perez repeatedly emphasized, "We DoN't aCtUaLLy kNoW tHaT we cAuSeD it," rather than making a genuine effort to determine what could have happened. I found his response incredibly DISMISSIVE, when I was simply asking the business to take responsibility for damage that APPEARED AFTER my vehicle was in their possession.
I am not asking a business to blindly accept blame. I am asking for FAIRNESS, CONSISTENCY, and a REASONABLE investigation. Adrian Perez is very difficult to reason with. If they are willing to help a customer with damage that they know their business did not directly cause, it is difficult to understand why they would refuse to even CONSIDER assisting with damage that occurred while another customer's vehicle was under their care. Mr. Perez stated to me, "we're not paying $800 to get you a new steering wheel". How presumptuous that was and how discriminated I felt after he said that. And mind you, I never once asked them to pay for a new steering wheel. I sincerely came to them telling them my steering wheel had been damaged in the process of servicing my tire and to see what could be done. All I was truly asking for was to repair the abrasion portion of my wheel that was caused by them--to return it to the condition of my car before it was in their possession, because that's only fair.
I would not recommend this business on S Lamar to anyone who expects their concerns to be taken seriously when something goes wrong, especially for a vehicle you really care about, and especially when ADRIAN PEREZ is their store manager. Talk about a 10 year old vehicle too, there would be even less respect for damages they might cause to it which is not right or respectful at all. ADRIAN PEREZ continuously implied that my Porsche isn't luxury or new enough to give a damn. I found he is a spiteful man, especially to young women with cars.
Truthfully if they are unable to take accountability and resolve this matter, I will be taking this claim to small claims court--because I KNOW my car, I drive it everyday, and would have known about the damage to my wheel if it were there beforehand getting service from them, especially the texture of a long abrasion on my steering wheel. It was a very new texture I felt as I drove home upon pickup of my vehicle. And their DM won't even talk to me or consider reparations unless I bring my car to THEIR partnered auto body shop FIRST and hear what THEY have to say of the abrasion. Why would I even trust using your auto body shop to fix the abrasion on my wheel. You are taking from my time and money just to hear me out, over the course of SEVERAL days.