Extremely Disappointed -- A Routine Oil Change Turned Into a Nightmare…read more
I am extremely disappointed with Massey Automotive in Marietta, GA. I chose this shop because of its great reviews, and I genuinely regret that decision.
On Friday, October 16, I brought my 2013 Acura RDX in for an oil change. I arrived at 9:20 AM and specifically explained that I needed my vehicle back by 11:30 AM to pick up my daughter at noon because she had a half day at school and no aftercare was available. I didn't get my vehicle back until 11:50 AM, causing me to be late for pickup.
Unfortunately, things got much worse.
When I arrived home, I noticed a sweet smell coming from the engine. I opened the hood and immediately saw a highly visible coolant leak. I returned the vehicle to Massey, was given a ride home, and was promised an update. Nobody contacted me. I had to call them myself.
At 3:30 PM, Danny told me they were JUST getting ready to look at my vehicle. At 5:45 PM, after hearing nothing further, I called again and learned they would have to keep my vehicle over the weekend. No loaner vehicle was offered, and I received no meaningful apology or assistance, despite explaining that I have two children attending separate schools and depend on my vehicle for transportation.
Monday morning, around 9 AM, I was told the radiator and thermostat had failed and the repair would cost $1,700. When I expressed my shock, they offered to lower it to $1,492.
I asked why my radiator had suddenly failed when I had brought the vehicle in for routine maintenance. I requested a detailed, itemized estimate and discovered that a pressure test had been performed without my authorization. I don't know exactly when it was performed, and I cannot prove it caused the failure. However, the timing is concerning, especially since the inspection report I received before discovering the leak did not identify any coolant leak.
I explained that I did not have $1,500 available and that my budget was $1,000. Danny said he would "see what he could do because he didn't want to get yelled at," but only after I said I was coming to pick up the vehicle. When I asked about the $201 hourly labor rate, there was no meaningful effort to work with me on labor costs. Instead, the discussion shifted to cheaper replacement parts. I ultimately had no choice but to take my vehicle elsewhere.
The second service center confirmed that the radiator had failed but told me the thermostat did not need to be replaced. This was particularly frustrating because Massey had included that replacement in its estimate despite telling me the thermostat had tested within normal operating parameters.
To be clear, I cannot prove Massey caused the radiator failure. What I can document is that I brought my vehicle in for routine maintenance, discovered a coolant leak immediately afterward, and found that a pressure test had been performed without my authorization. I can also document the poor communication, the unexpected repair estimate, and the conflicting recommendations regarding the thermostat.
My biggest issue isn't just the unexpected repair bill. It's the complete lack of customer service and accountability. I was left chasing updates, stranded without my vehicle over the weekend, and facing an expensive repair with little effort from the shop to help find a reasonable solution.
I chose Massey because I trusted its positive reviews. Based on my experience, I would not return or recommend this shop to others. Customers deserve timely communication, transparency about diagnostic procedures, appropriate authorization before work is performed, and basic consideration when unexpected problems arise.
What should have been a simple oil change turned into an incredibly stressful ordeal for my family. I hope others ask questions and think carefully before putting their trust in this shop.
