TDLR: This shop damaged several components throughout a repair, billed additional work without consent, didn’t test drove to verify repairs/safety, and refused reimbursed me for the parts that I had purchased out of pocket due to their negligence.
My 2007 Lexus RX350 had terrible vibration/tracking issues. I suspected a rack and pinion, but I decided to spend the $145 for an official diagnostic at this reputable shop. The diagnosis came back as the rack and pinion and rear suspension bushings. After discussing a course of action, it was recommended to start with the rack and pinion (which I had already purchased). I agreed and dropped off the car and parts a few days later for the repair.
A few days later, I received a call that car was “ready to go”. There was no mention of any issues, so I happily paid for the repair ($982.94 in labor) and left the shop. As soon as I left the shop, not only was the issue worse, but several dash lights were on (ABS, VSC, CEL). Clearly the tech did not take the car for a test drive to ensure the safety of the vehicle.
I took the car home and decided to diagnose the issue myself. It turns it was the pair of rear knuckle bushings, connected to the rear trailing arms, that was actually causing the issue (not the rack and pinion). I purchased the bushings kit and scheduled the drop off for the fix. To ensure that nothing else was touched, I wrote on the early morning drop-off form for the replacement of “only the rear knuckle bushings” and followed up with a call to clarify this. This repair can be done with a universal ball joint removal tool without the knuckle being removed — a relatively straightforward, simple job.
A few days went by before I received a call notifying me that several components were damaged during the repair. I decided to stop by the shop to investigate and it turns out that they had removed the both knuckles and removed all three trailing arms to press out an additional bushings. Several bolts/nuts were damaged, two forward trailing arms were cut, and I was surprised with a bill of $673.79 for labor. Reluctantly I went back home and purchased the damaged parts which ran me another $400+ out of my own pocket.
A few days after I dropped off the parts, I received a call that the car was fully repaired and ready for pickup. I confronted the shop about the damaged parts and unnecessary labor. They didn’t own up to the mistake or even acknowledge it. There were other customers in the lobby, so I decided not to escalate it further. I was given a courtesy “AAA discount” for $50 as a concession. The bill came out to $872.32 after the “discount.” I can tell that the staff was irritated and I was sent off without an apology. Again, the tech did not take the car for a test drive to ensure the safety of the vehicle. The dashboard was littered with warning lights (ABS, VSC, CEL, AFS, and Brake). I drove it straight back to the shop, where I was clearly not welcomed. They didn’t invest further until I kept pushing for a resolution. They agreed to take the car in another day.
I took the car home again and diagnosed it myself. It turns out that the rear-left ABS line and AFS sensor were both damaged when technicians dropped both knuckles. Again, I purchased the parts myself and took it back into the shop a few days later.
When I finally went back to pick up the car, they handed me the keys and expected me to just walk out. I stood my ground and asked for a reimbursement for the parts that they damaged (for the 2nd time). Again, no apologies or acknowledgment of fault. I was denied a reimbursement and was offered a credit towards a future repair instead. In disbelief and disgust, I left.
I was hesitant to post this review since I understand how difficult it is to run a business, but my experience was a total nightmare and I felt that it had to be shared.
