Complaints

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to Dales to get a second quote on the cost of repairing my air conditioning. Id taken it to the dealership and the estimate was super high. I told this to the guy on the phone, as well as explained the frustration of the dealership quote on top of all the other costs we had on our plate. I wanted the guy to know from the outset that finances were an issue for us. I spoke to the guy on the phone again when they were through with the truck. He told me the cost to fix it would be high, about the same as the dealership, and that he texted me a link to quote. I said that, of course, we would unfortunately have to wait to have it fixed. Little did I know that the link also showed diagnostic charges amounting to $298.75, being that the guy failed to mention this to me. My husband picked up the truck that afternoon, told it had cost $300, and asked what work they had done. I was floored, and immediately called. It rang and rang, and then it went to the voicemail of an individual, not a business. I called several more times that day, and the next. All the same. I double-checked the number against my saved contact. Still no answer. Finally, I called from my husbands phone, and the guy picked up on the first ring. I was hopping mad and tried to untangle how they could charge me money without my consent. His explanation was that they had to do a diagnostic test and that they dont work for free. My response was that I dont expect anyone to work for free, but I do expect to be informed of, and give consent for, any charges. Otherwise, it isnt business, its theft. He said hed texted the link to me, the link was the same link that he told me was an estimate for work this guy never once said there would be a charge, before or after. I railed that not even the dealership had charged for a diagnostic, and that if he had informed me of the charge in advance, I of course would never have had the second quote done. I want my $298.75 back.

  Business response

  01/12/2023

  In order to verify your AC concern was not an "easy fix" we had to perform diagnostic work. Hooking up over $20,000 of equipment to properly diagnose your vehicle takes time , mental and physical effort. We did not charge you $298.75 to diagnose your AC issue , we charged you , a fair , $141.73 plus tax to diagnose your AC concern. You also requested us to repair a leaky tire, diagnose an two electrical issue - why your dome lights stay on and why your horn does not work. Performing those services requires mental and physical efforts to achieve a result (definition of WORK). You believe that people should not work for free but here we are....There are posted signs stating that every veh. will be charged a diagnostic fee. Technically you should have been charged more for the two different electrical issues but I was trying to help you out. No good deed goes unpunished. I'm truly sorry for your confusion. We work on tens of thousands of cars a year and this is the first time (I can recall) someone expecting us to perform multiple services for free. I'm truly sorry for your financial situation and health , I hope they get better.
  
  I have all calls forwarded to my personal phone so I can attempt to answer all calls. I am the owner , service advisor and one of the technicians. I am sometimes in the back  , literally , with my hands full or on the other line. I have a voice mail box that can be used (which you did not) and I return all calls that leave a message. I had no idea that you were upset until we talked , the exchange with your husband was pleasant. I was sitting at the computer and was able to pull up your ticket while we were on your husband's phone. To imagine that I can remember everyones phone number that calls and assoicate it with their vehicle is absurd. 
  
  I have worked at two dealerships in my 25 years of experience and they always charged for diagnostic work (out of warranty). My wife worked at a dealership that charged diag. time. I have called 3 ****** dealerships and they all stated that they charge for diagnostic work (out of warranty). Please if you could edit your review to add the dealerships name who provided free services I'm pretty sure everyone who reads your post would apricate it.  Thank you and God Bless  

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