An absolutely SHOCKING customer experience
;TLDR
Took my car for diagnostic and repair. Was quoted over $1000 for parts and labor. When I asked for some detail or clarification regarding one of the repair items, I was given a surly, grumpy response with zero help or information. To further add salt to this wound, my car was returned to me in worse condition than I left it. My advice, steer well clear of Rollings. Terrible customer service, terrible attitude, awful people.
Full Review
I have been a customer of Rollings for a few years, having taken my Trailblazer for regular maintenance and repair. The work had always been satisfactory, and I had only ever dealt with Kimberly in the front office.
My wifes Mini had recently began overheating. I always like to see if I can fix the simple things myself first, so before taking the car in, I took a look under the hood. Upon closer inspection the fan was not spinning, obviously the root issue.
I hit the internet to do my due diligence. Two common causes are the resistor on the fan, and the coolant temperature sensor can stop the fan turning on.
With that info I removed some of the hoses and cables and other obstacles in the engine bay to get to the fan electrical connector. By applying 12v current to the fan directly, the fan spun up - at both hi-speed and lo-speed settings - that indicated the fan motor itself was working.
With the coolant sensor now unobstructed, I chose to replace it now before reinstalling all the hoses and cables.
Unfortunately, the new sensor did not cure the fan not spinning up. So it looks like the resistor is the issue.
At this point I realised I had to take the car to a pro. I decided to take the Mini to Rollings. They had done satisfactory work for me before and they are walking distance to my house. So I can drop the car off and walk home. Easy.
So I explain to the young girl taking my details all the steps I had taken so far, I give her the part number of the sensor I replaced, and leave her the keys. With the car in the care of the pro's I walk home.
The next day I get a call from Rollings and I was informed of the recommended service work. All the various items added up to well over $1000, quite a shock. The fan was the most expensive part at nearly $600 alone. My wife needs this vehicle back so I just told them to go ahead with the work.
Well we are not flush with cash. Like most families these days we make it month to month. Wanting to see what we could do to save money with the fan specifically I called Rollings back. I eventually got hold of the service manager, Humberto (Bert) I asked him about the cost of the fan, as I know there is an aftermarket unit available for $250. Also there is the option of replacing the resistor - a $30 part - instead of the whole fan unit that appears to be working.
Humberto doesn't seem to like customers asking questions. The only response I had from him was "I diagnose fan, it broken, I dont know what else to tell you"
Now I'm not a mechanic, I'm not a pro, I don't have the right tools or training. But I'm also not an idiot. And I've been driving, maintaining and repairing my 3 vehicles for well over 30 years. I don't appreciate being talked to like an idiot. Especially if I'm expected to pony over a grand to the guy. For that money I expect a little customer service. Just entertain me for a second, tell me what your diagnosis was and at least hear me out regarding the non-OEM part.
Don't just rudely give me the brush off.
So I told him to hold off on the fan. Do the oil and filter, and we'll leave it at that.
Two days later I was informed the car is ready to pick up, so off I trot to get it. When I get there I was given a bill for $250 - for an oil and filter change. And the mysterious diagnostic. So I'm complaining to the cashier girl that for $95 for a diagnostic I should get my moneys worth. All I got was Bert's grumpy tone on the phone and a cold brush off.
The cashier goes to see if there is anything she can do. Grumpy old Bert comes out and asks why I complain "I told you fan was broken, you decline work". I ask him what his diagnosis was, if I'm paying for it. "Low resistance in fan" So like I said, the resistor is bad. "Not resistor, resistance" Oh!
Anyway they refused to lower the price, and I didn't really have the energy to press my point. It was going nowhere.
Halfway home something slid across the hood and flew off into the road. I pulled over and noticed a bit of fake chrome plastic trim was missing from the front grille. I went back up the street to retrieve the trim, it was in the middle of the street busted up.
How does a plastic trim piece get onto the hood? How does it 'fall off'. Plastic trim parts DO NOT come off without a fight, ever.
The takeaway is that I took my vehicle to Rollings and left it in their care. It was returned to me in worse condition than I left it, unrepaired and nothing more than bad attitude for my money. read more