October 2019 by Marie J.
I would give them negative stars if it were possible. I never thought I would be giving this company this kind of review. I have used them exclusively for a couple of years and have come to trust Mark implicitly. I just discovered Mark sold the business and I just had the worst experience with the new owners/management. THEY DID NOT DISCLOSE they were under new management/ownership. They also failed to disclose another important detail. During my August service appointment Mark told me to budget approx. $600 as I was due for a larger service the next time my oil change was due. This is another of the ways Marks service was amazing, he always gave you advance notice of when things were due, or you were going to have a more costly service the next time around. My car was given a clean bill of health, no issues. When I called to schedule the next appointment for the bigger service I was told by the new receptionist I "didn't need all those things, just an oil change and cabin filter and one or two other things"...that Mark had made an error. I was confused as this had never happened before, I thought it odd there was now a receptionist but didn't question it, thought he was just getting busier. I reminded her I was due for my inspection as well. I was quoted $250 for all of it. About 2 hours AFTER I dropped my car the receptionist called to tell me I had failed my inspection. She went on to tell me I needed new tires and they would cost approx $975. I was furious. My car had been there just ONE month before in August and just a couple months before that, my tires were never once mentioned. I specifically asked about them at the August appointment as I was driving to Ohio that week. She told me "your tires were mentioned". I was confused and asked when they were mentioned she told me "November of 2018 your tires were starting to show slight wear." I was livid. Told her to slap a failed sticker on it and I would take it to Volvo because I'm not paying them for new tires now-when nothing was wrong with them one month ago . I arrived to pay $265.10. I have no idea what I paid for. My receipt is not itemized. It says "oil, oil filter, injection treatment, cabin filter. No amount is next to any item. Just one lump sum. I get in my car to notice I do not have a failed inspection sticker. Now I am REALLY confused, I am expecting one. I look at my receipt to see STATE INSPECTION -NO LONGER AVAILABLE @ THIS LOCATION. At this moment my head seriously implodes as I ask myself, how did my car fail an inspection requiring $1000 in new tires to pass, if they are no longer done at this location? At this point I decide to take my vehicle to a tire shop. I took my vehicle directly to Little Tire where I not only pass my state inspection with flying colors, but I'm told I have about 20,000 miles left on my tread. This was a day for me. This new ownership is horrific and I will never set foot in there again. Mark was HONEST AND DEPENDABLE. I drive constantly and put my child in this car. I have come to rely on Mark, his guidance, his fair pricing and his recommendations. I cant say how disappointed I am by this new ownership. I asked for an itemized bill 2 days ago-I'm still waiting. If you want to be lied to, price gauged and given improper info then bring your car here. Its important to note AT NO TIME DURING HER PHONE CALL TO ME TELLING ME MY CAR FAILED STATE INSPECTION DID SHE EVER DISCLOSE THEY NO LONGER DO STATE INSPECTIONS THERE. I did not discover this detail until I got in my vehicle, AND looked at my current inspection sticker, then looked at the receipt. I did call and ask them why I wasn't notified they no longer do inspections and was told "This is a new thing". Angry doesn't begin to cover it. Its back to the dealer for me.
