Within an hour after I posted this complaint, I received a very nice call from Mr. Shelton, the owner of Stein Auto. He apologized for the negative experience I had had and offered to "make it right", which he did by offering another diagnostic service for free with a loaner car included, so that I would suffer no inconvenience. In business, problems are unavoidable, it is the CUSTOMER SERVICE, that really defines the people you do business with, and Stein Auto get 5 stars now, instead of the 1 I gave them for the complaint I left, seen just below: I called Steiin auto to make sure they would still honor the (undated) coupon for their "get acquainted offer", which would include oil and filter change and a 28 point inspection, including brakes, exhaust, A/C and heating, battery and charging system, belts, hoses, coolant..., all that and more for $79.95. I decided to try them out and took my daughters little 2004 VW in for the service. We carried the coupon card in with us and asked Rob if he needed it, he said "no". My daughter explained the problems she was noticing with the car, then we left the car. When I went back to pick it up the next day, I was presented with a bill for $101.44. When I brought up the coupon for $79.95, I was first told that they had new owners and no longer accepted the coupons, my reply was that they should tell customers that up front, and I reminded him I had specifically asked about the coupon and was told it would be honored. Then he told me that I did not give him the coupon, and I reminded him we had brought it in the day before, and he said I had not given it to him. Then he denied telling me I did not need to leave it, indicating that I was lying to him about it. He did say he would refund me the difference if I would now give him the card, but it was back at my home, a 30 mile trip. Worse, the car was running poorly. When pressing on the accelerator for more power, the engine would almost die. They said they test drove it and did dianostics on all systems, yet they never mentioned that particular problem! We feel totally ripped off. Bottom line is we paid over a hundred dollars for an oil and filter change on a 4 cylinder engine and a fancy write out on some diagnostics that did us absolutely no good whatsoever, and their quotes on what systems they did feel needed attention were on average DOUBLE what other dealerships have quoted. They have a nice looking facility, but these people do not do what they say they are going to do, and they are rude. I wish I had checked with BBB before I went there, I checked after and saw that they were not accredited by BBB.
Thank you ! We are family owned and operated and are customer service driven. We will provide a outstanding customer experience every time and always be upfront and honest with any recommendations. Thank you for being understand and allowing me to fix the issue! We really appreciate the business
- Bowman Field