This is a tough review to write as we know and respect the owner of Qualtech.
We have taken our vehicles to Qualtech on 71 for close to a decade, and historically we've had great service. A few years ago there were some competency issues when they serviced our BMW, and afterwards we decided to take that vehicle to someplace that specialized in foreign cars.
Recently we took our Jeep Grand Cherokee in for an intermittent electrical problem with the headlights. Qualtech was able to resolve that problem, but needed to take the front bumper off to replace the headlights. Upon picking up the car, we discovered that we had a warning message on screen indicating an ACC/FCW failure. In addition, the audible back up warning no longer worked, both headlights pointed at oncoming traffic, the front fender was scratched and both fender trim strips were pulled away from the body.
We called Qualtech and they indicated that the error message and the headlight alignment issues were likely caused by the front sensor that is mounted in/behind the bumper that they had removed and something during the removal and reinstallation had caused a problem with the sensor. They indicated that they did not have the tools necessary to calibrate that sensor, but that they would take it to Jeep to have the calibration done. They agreed to take care of the fender trim and the bumper scratches as they agreed that damage was done at the shop.
Upon inspection, Jeep indicated that the sensor behind the drivers rear view mirror needed replacement and the cost would be $1,500. Qualtech asserted that they hadn't touched that sensor and therefore they would not be responsible. Their position was that they were responsible for things they damaged, but not things that "failed" while in their shop. After debating this with Qualtech and getting nowhere, I personally followed up with Jeeps service manager. He indicated that the sensor that failed was on the same circuit with the front sensor (that Qualtech had contact with) and the backup audible warning sensor. While he could not say with certainty that anything Qualtech did had caused the failure, he also couldn't rule it out. He agreed that the timing would suggest that perhaps something had occurred that caused it to fail.
I again spoke with Qualtech, who again stated their position it wasn't their fault and would not cover the repair. At this point, Qualtech was still being civil, but they were no longer being polite. I pointed out again that Jeeps service manager had indicated there was room for doubt and that based on the timing it was "possible" the shop had caused it. And again, he could not say for sure. As there was reasonable doubt, I offered a compromise and offered to split the cost, and they declined. I asked the service representative to take the facts to the owner, and let him make a final decision. I would respect whatever decision he reached.
A different service rep called later that day and left a simple message saying it was being taken care of, but couldn't tell us what that meant. The car was subsequently taken to a body shop for the front bumper, and over the next week I needed to call for updates as they were no longer proactively updating us. When, nearly two weeks after we dropped the car off we were able to retrieve it, we were told that they were covering the cost of the repair, but that they would no longer service our vehicles. If this has been our initial vehicle service with Qualtech I might have understood their position, but as we have had, over the last decade, 4 vehicles regularly serviced there. Further, we were willing to accept and respect the decision of the owner regardless of what decision he reached.
We hesitated to write this review as our experience with Qualtech had been so favorable for so long, but we feel their approach to service and their customer service has changed as they've grown. It's a shame. read more