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Review 9/2/2011
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Initial estimate and final invoice was inconsistent. The initial formal estimate was 150.00 including labor without the actuator($53). I ended up paying 335.00 to replace a 30.00 lock without a "re-key". They charged me a labor fee of 105.00 just to "Diagnose" a broken glove box key, a broken driver's side door lock which was visibly damaged and non-operational and to find out the driver's side actuator was non-operable as well. They used a OBD Reader that looks up codes when your engine light or maintenance light is on. My vehicle did not show warning lights on the dash. They charged 105.00 for labor per hour as they informed me, approximately 6 out of 10 mechanics would have higher rates than them. I found that statement to be false as I called auto mechanics in Santa Cruz and the highest rate out of 5 randomly chosen mechanics were offering 75.00 to 80.00 per hour. My total bill to install a door lock at 30.00 (no keyless entry, just your standard lock) and purchase an actuator at 53.00 (not installed) was 335.00. That means labor alone to install one exterior door core lock (estimated at 0.3 hours of labor, but charged 0.6 hours. I have the estimates that reflect this)was over 250.00. On top of that, Cindy (the owner) was extremely impatient and rude. She told her associate in my presence to "Get this customer out of my face". I remained calm during our interaction and genuinely thanked her when we parted ways. She was frustrated with the fact I wanted a copy of the initial estimate because I told her the final bill and the initial estimate did not match. She refused to give me a copy of the initial estimate that were in the hands of her assistant "Brooke". She exclaimed,"NO! This is my copy!" when I asked. She also told me "I do not know how to listen" and seemed physically and verbally angry. If you want to deal with an establishment that is run by pure emotions and an extreme lack of professionalism, this place is for you. They seem friendly when you first make contact, but all that disappears once work begins or you make legitimate requests. Small claims crossed my mind, but I rather just part ways and take my losses. I am honest, ethical, and professional. I will never use this establishment again, ever. I do not take it personal as I know there are tougher customers out there than myself but my experience here was absolutely horrible. I never escalated the situation as I worked in customer service in college and know how to treat clients no matter what they throw at you. I used this shop because they are local and I wanted to support them instead of corporations. Don't say no one ever warned you! Horrible, horrible nightmare. Telling your assistant, in front of your client, to "Get him out of my face" says it all. If this review guides just one potential customer away from this establishment, I feel as if I fulfilled my duties.
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