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December 2023 by Steve P.
Took my truck in for an oil change. They did their usual inspection and said I needed both a new battery and a complete brake job. As we were traveling from out of state pulling a 3 1/2 trailer I decided to get the work done.First issue was the vehicle going completely dead in the middle of the road in Pittsburgh, leaving my wife and daughter stranded. Long story short, turned out the battery cable hadn't been tightened properly. Took the receipts for towing and repair shop and, fair enough, the reimbursed me for that with $50 on top got the hassle. I actually complimented the manager. But then....On the way back to Texas we got a flat. We were stranded once again in 90+ heat. When roadside service went to take the wheel off he discovered a lug nut missing. He then discovered a bolt holding the caliper on had backed out causing the caliper to drop, breaking the wheel and flattening the tire. Most likely the nut on the bolt had not been tightened. Seeing a pattern here?Luckily roadside assistance had showed up with a car hauler. Loaded the truck on the back and hitched the trailer to the vehicle. Took us to a repair shop who were great. Jumped right on it but discovered the backing plate was bent preventing the new caliper being installed. They ended up having to cut it off. I asked them to check the other brakes. "Well, they're not loose but I wouldn't say they were tight either?"We got home and then I spent many hours sourcing a new wheel and was without the truck for several days while a new backing plate was installed. Again long story short, I eventually was reimbursed for my out of pocket expenses but my question as to compensation for the tremendous hassle and time was ignored repeatedly. I ended up sending a certified letter to Ben Neilson with invoices and photos and asking if my experience was in line with their mission statement on providing the best customer service. I never received even the courtesy of a reply.Their in attention to the simplest detail placed us in a very dangerous situation not once but twice. In my 60 years of driving and ownership I have never had such a bad experience with a garage.
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November 2023 by Murhl Adams
Thank you to the mechanics and the regional service mgr. for finally getting to the root of my heating system problem everything working perfectly and I would recommend you to any of my friends and family so many thanks again!
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October 2023 by Michael B.
Great customer service, fast turnaround time, quality service, great price, very knowledgeable
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September 2023 by Les Anne
I called the service station Thursday (Sept 24, 2023) around lunchtime. I spoke with Dion, and told him I thought I had a slow leak in my right front passenger tire (pressure was down to 26psi, was 42 less than a week prior), and asked whether I might be able to get the car in that afternoon. He said sure!Got there about 1530 (3:30 p.m.), a young man had the tire off in no time, removed a nail ?, inflated the tire to 42psi, and I was back on the road in no time.Dion was so nice, super accommodating, everyone in the office, and shop, were ALL really awesome - HIGHLY RECOMMEND !!!I also had my car in for body work about a month ago, to Neilson's Body shop (Charles County), and what a beautiful job they did.HIGHLY RECOMMEND !!!Services: Auto body & trim repair
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September 2023 by Mikki McKune
This is Steve, Mikki's husband. In August we drove up from Austin. I stopped in for an oil change but an inspection revealed other work was needed including a new battery. Long story short, my wife drives the truck to Pittsburgh for her sister's birthday. In the middle or the road outside her sister"s condo the truck dies. No power of any sort. Towed to PepBoys where eventually it was determined the battery cable hadn't been connected properly. There was a charge for towing and another for finding and fixing the problem.When the Mrs got back I drover over to Charles County Automotive. I explained what had happened and what it had cost. I was asked for their invoice, which I provided along with the receipts from Pittsburgh. The manager, Dino, looked them over and asked if I had credit card to put the refund on. Dino took the card, made copies of the bills, entered some stuff into the computer, and refunded not only the full out of pocket cost but added a bit on top for the hassle.There was literally not a single word of push back or excuse. I thanked Dino and mentioned you don't see that kind of standing behind your work very often these days. An older gentleman waiting for his vehicle heard that and said, "They do here. Been coming here for over 20 years. Never had a problem."Made my day, I can tell you.
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September 2023 by David L Warfield
Maybe a accounting error? Not that I care; they charged my girlfriend slightly more than a $100 bucks for a oil change? And no, were not talking about synthetic oil change, this was good ole dinosaur oil, right? For a Japanese car that is more than old enough to vote or drink! 4.5 quarts oil, filter; $100???Right, I know where I WON'T GO! Two stars as they seem to have a somewhat loyal following but still, $100? Just can't get my head around that price for a simple oil change.Service: Oil change
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September 2023 by Vicki Y.
Did not honor my appt. time. Clerk was insulting, and interrupted me. I left and won't return. Will give my business to someone else.
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September 2023 by Nia Myhand
I am new to the area so I wanted to give a local mechanic shop a try. I had issues with my brakes and needed replacements regarding new pads and rotors and a new tire rod. I also had an issue with a noise I kept hearning in the rear.As I was given details to my problems; I was also told I had other issues. I needed a wheel alingment, along with some fluid repalcements. I agreed to the tire rid, wheel alignment, and new tire pads and rotors. I was given the price and although it was expensive I was given 100$ off. No problem.Later on during the day I was called and told that I needed new calibers; this was NOT told to me sooner and that increased my price almost 500-600$ more. If it needed to be done I was fine with it but disappointed this wasn't discovered sooner as we already agreed on a price. Seemed very suspicious to me.As I recieved my car back I was told my brakes were set and I had no other issues. I was told the noise would go away once my new brakes were used to my car. The mechanic and the receptionist exchanged comments to one another but said nothing else to me.A week has passed and I am still hearing the same noise in the rear. An my brakes are not as secure as they were when I first got my car back. I went back up to the shop and was told by the same gentlemen that helped me prior that i needed new sway bar links. Noone told me this. If this was a problem WHY DIDN'T THEY FIX THIS WHEN I GAVE THEM MY CAR THE FIRST TIME. If you all knew what the issue was, why didn't anybody say anything to me initially when looking at my vehicle. I am not going back. I feel that I was scammed. I am very disappointed that I was spoken too as if I knew this information initially. Wrong.
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July 2023 by Keesha Brown
I called first thing asking about possibly patching a slow leak in my tire, they told me to come in at ten, I got there a few minutes early and they had the problem (a screw) fixed and out the door very quickly (I was prepared to wait with my kiddos, they couldn't believe it was so fast either.)Service: Tires
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July 2023 by Robert Carroll
I scheduled an oil change only, but what was performed charged for included an oil change, tire rotation and multiple point check. Didn't and don't appreciate the lack of transparency in service costs especially when extras were not requested and on a budget. US Navy (retired).Services: Tire rotations
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July 2023 by Lakes D
Took my car here because it would not start. I was told I needed a new engine, quoted over $7700 to replace it with a used engine with over $110,000 miles.I knew it wasn’t the engine - never had a single issue with my car.. Was charged $200 for “diagnostic”.So I had it towed from there on Monday. Now 2 days later, my car is running just fine. It was only the alternator! Cost me less than $400 to fix.This place is a ripoff.
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June 2023 by Erica Bays
My check engine light was on and my car was stalling out. The service center checked it over and told me that there was a number of things wrong but the turbo charge was what was recommended to me for repair. This repair cost me over 2800.00 and it didn’t fix the problem. I took my car to another mechanic, who looked it over and checked everything. He informed me that I was billed for parts that were not replaced, the turbo charge was the only new part. All the piping was original. The new mechanic also agreed that it wasn’t the turbo charge but my O2 sensor. The turbo charge probably didn’t need replaced but the fasteners may have been loose and needed attention.They saw me coming a mile away. They pitched me on the most expensive repair knowing that I would need more repairs.I addressed this and received a response stating that they told me that I may need more repairs and to call them if the light came back on. In other words, they knew it wasn’t going to fix the problem.No acknowledgment or response to why the pipes were not replaced that I PAID for but they want me to bring my car back to “look at it again and see what is wrong with it.”Service: Engine repair
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June 2023 by Donna Griffin
Ben Neilsen’s in Indian Head, Maryland provides EXCELLENT customer service. I’ve found them to be honest about the repair work my car does, or doesn’t, need. I recommend them to anyone requiring vehicle service.Services: Air & cabin filter replacement
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June 2023 by Selina S.
I love going to Ben's because it's always great customer service. My tire was leaking air, when I got to Ben's I got immediate assistance, my tire had two nails in it, what a hot mess for me. My nails were removed and I was instructed to get a new one. There is nothing like your local business that handles your problems with a smile and I always return just for that:...
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June 2023 by Erica B.
My check engine light was on and my car was stalling out. The service center checked it over and told me that there was a number of things wrong but the turbo charge was what was recommended to me for repair. This repair cost me over 2800.00 and it didn't fix the problem. I took my car to another mechanic, who looked it over and checked everything. He informed me that I was billed for parts that were not replaced, the turbo charge was the only new part. All the piping was original. The new mechanic also agreed that it wasn't the turbo charge but my O2 sensor. The turbo charge probably didn't need replaced but the fasteners may have been loose and needed attention.They saw me coming a mile away. They pitched me on the most expensive repair knowing that I would need more repairs.I addressed this and received a response stating that they told me that I may need more repairs and to call them if the light came back on. In other words, they knew it wasn't going to fix the problem. No acknowledgment or response to why the pipes were not replaced that I PAID for but they want me to bring my car back to "look at it again and see what is wrong with it."
