Rochester Auto Repair

We take reviews like this seriously, but we also believe it is important to clarify the facts of this situation. Your vehicle was towed to our facility after it stalled while driving. We were advised that a warning appeared on the dash instructing you to shut the vehicle off, the check engine light illuminated, and after the vehicle sat for a period of time the battery became depleted to the point that the hazard lights and horn no longer functioned. Before beginning any diagnostic work, we contacted you, explained our diagnostic charge, and received your authorization to proceed. This was not a $213 charge simply to “charge a battery.” Our diagnostic process included charging the depleted battery so the vehicle could be properly tested, scanning the vehicle’s onboard modules, reviewing stored fault codes, researching those faults, and testing vital systems including the battery, starting system, charging system, and other relevant vehicle systems. The stored faults we found were consistent with low-voltage conditions. Once the battery was charged, the systems we tested operated normally and we were unable to reproduce the failure. When you challenged those findings and asked us to continue looking for a problem, we spent approximately another 2 hours performing additional testing at no additional charge. We still could not identify a failed component or justify replacing parts. We went above and beyond to earn your trust and address your concerns. We understand that an intermittent issue can be frustrating. However, we will not sell a customer a battery, alternator, starter, module, or other repair simply because a vehicle previously stalled when our testing does not confirm that the component has failed. We explained that the battery may have become discharged for another reason, or that an intermittent fault may exist that was not presenting itself during testing. Lights could have been left on by mistake or a door left ajar. We also explained that if the issue returned, additional symptoms or fault data could help identify the cause. There would be no charge for the initial diagnoses on a returned visit. Regarding the hood-release concern, you contacted us several days after picking up the vehicle and stated that the interior hood-release mechanism had been damaged. Although we had not determined that our shop caused the issue, we still offered to inspect it and take appropriate action. We explained that we would need to see the vehicle first to determine whether the issue was a disconnected component, a damaged handle, or a cable requiring replacement and parts ordering. You insisted that the repair should take only a few minutes and that you should be able to wait while it was immediately corrected. We attempted to explain that we could not responsibly promise a repair time or order parts before inspecting the concern. But we would be willing to look at it ASAP. The conversation was challenging to say the least however we more than once assured you we would fix the problem. After several minutes of us re-explaining this, you finally agreed on a day and time for us to resolve your concern. At no point did we refuse to address the hood-release issue. We offered a reasonable timely path to inspect and correct it if appropriate. Unfortunately, rather than returning the vehicle so we could evaluate the concern, this review was posted. We stand behind the diagnostic work performed. You authorized the diagnostic service, we completed the testing, we spent additional time at no charge when you remained concerned, and we declined to recommend unnecessary parts or repairs that our testing could not justify. We also remained willing to inspect and address the later hood-release concern.