POOR COMMUNICATION! I initially made an appointment here to see what was wrong with my 2008 vw gti engine. After my appointment day came and went, two days later I had to reach out to find out what was going on with my car, they had not even looked at it yet. Throughout the whole experience they never reached out and called me to update me and I was the one calling. So I wait a week and then call them again. They quote for a fix and so I say go ahead and go for it. Days pass with no update so I call again and there was no progression on my car. At this point it had been two weeks and I was growing impatient. A few days later I check in again and they tell me that they day before they actually blew my whole engine. So they blew my engine and didn’t even tell me without me reaching out. They recommended a new engine along with a few other things and I declined and had a tow truck tow it back to me. And when it arrives I find my car in pieces, the rear seats are completely taken apart, my skid plate it thrown in the trunk, my wheel wells are hanging down and an awful smell coming from the inside. At the end of it all I am out 3 weeks of time, $450, and my car in pieces. To say the least I am very disappointed in the way the whole situation was handled. Wouldn’t recommend this shop unless you have a lot of money and a lot of time on your hand. I will say when I talked to the tech he seemed to know a lot about the car but the whole situation was handled very poorly.
Hello Chase, I am so sorry that you had a bad experience. After reading your review, I interviewed Lou who was in direct communication with you while your car was with us. I understand from talking to Lou that the two of you spoke about you needing a new motor before your car was even looked at. Lou mentioned that you said you were driving, the car started making some crazy noises and you pulled over and shut it down immediately to try to save your motor. You and Lou had a conversation about needing a new motor. Lou encouraged you to let him try to save the motor, and try to save you money. Lou put many hours and parts into your car, some of it without charge. It is always our goal to be timely in getting to cars and we have no excuse about the timeline of initially looking at your car other than the fact that Lou had some good ideas based on your conversation that the motor was already blown. Also our shop was super busy, which led to a backup. I know that does not alleviate your frustration. Regarding frequent contact -- If we do not have new information, we don’t call our customers. Remember, both you and Lou suspected a blown motor already… so parts had to be ordered, and then put in… until the key was turned in the car, there was no new information. Lou said that he called you a few times as well as speaking to you when you called. Please note, our Technicians are not available at the drop of a hat to speak on the phone. The Blown Motor -- When I interviewed Lou, he said he started the car at the end of a workday. Then he spoke with you the next day. I agree, this is not our best, however Lou said that he turned the car on, it ran for a few minutes, then stopped. This confirmed what you both already knew. The car had a blown motor. It is an unfair statement to say that European Motor Cars blew your motor. The two of you were already talking about a new motor when you scheduled the appointment. Regarding your car not being put back together...Based on the current conversations at the time, we assumed we were going to be doing the work to put in a new motor. We did not know you were heading over with the tow truck… so we did not have a chance to put it all back together. Lou is an amazing technician. His knowledge of cars is unreal. You were talking to one of our best… unfortunately we had a system breakdown here. Typically you don’t talk to the techs and only talk with our Service Advisors. We are examining why this went off track as well as this whole interaction to better serve our customers in the future. We wish only the best for you.
- European Motor Cars, Inc.