Do NOT take your car here. I have been taking my car to them for 10 yrs. I think about 3ish yrs ago the original owner sold it. I had my car in for trip check & inspection. I was told my calipers were bad. $800. I decided not to get it fixed and took it somewhere else. When I went to 17th to pick my car up the front desk lady told me I was playing Russian roulette with my life by driving the car. Kept telling me how dangerous. Was very sarcastic, made me sign a paper stating the car was unsafe. I took it to another shop and had full inspection. NOTHING was wrong. NO repairs needed and passed inspection. You
Dear Ms. Nickie Rose, First and foremost, I want to extend our sincerest apologies for any discomfort or inconvenience you experienced during your recent visit to 17th Street Automotive. Hearing your feedback, particularly from a valued customer who has been with us for over a decade, is both important and concerning to us. Customer Concern: "There's a plastic odor coming from under hood and it seems like the transmission isn't shifting properly" (WE DID NOT CHARGE YOU ANYTHING FOR THE SERVICE) Regarding the situation with your vehicle's calipers and the subsequent communication you received, I want to take this opportunity to clarify our intent and practices, as well as address your experience: **Safety Concerns with Locking Calipers**: When we diagnose issues like a locking brake caliper, it's because such conditions can significantly affect your vehicle's braking performance, potentially leading to dangerous situations on the road. Our primary goal in these instances is to ensure your safety and that of others. An "intermittent" locking caliper can cause uneven braking, increased wear on brake components, and, in extreme cases, brake failure, difficult to diagnose specially if it occurs intermittently. This is why we felt compelled to communicate the urgency and safety implications. **Communication and Customer Experience**: It's clear from your feedback that the manner in which our concerns were conveyed did not meet the standards of professionalism and empathy we aim for. We deeply regret any feelings of distress or sarcasm perceived during our interactions. It's crucial for us to not only provide accurate and honest vehicle assessments but to do so in a way that respects and appreciates our customers' circumstances and decisions. We have set in place customer satisfaction surveys to hold our front office accountable. **The Signing of the Invoice**: The document you were asked to sign was intended as a formal acknowledgment of the diagnosis provided and the potential safety implications of not addressing the identified issue. This practice is meant to ensure clear communication and protect all parties involved by documenting the state of the vehicle as assessed at that time. **Moving Forward**: While it's relieving to hear that your vehicle was found to be in safe working order elsewhere, we are concerned about the discrepancy in diagnoses and will be looking into our procedures and training to prevent such situations in the future. Your trust and safety are paramount to us, and we are committed to making this right. If the passenger side brake caliper is intermittently sticking, the plastic burning smell concern is still NOT fixed and we're afraid that it will replicate itself again in the future, when, where or how... we unfortunately cannot predict. I personally went over the vehicle history and we did miss your last visit history, we will warranty your brakes pads and rotors.. and work with you with the passenger front brake caliper replacement, we understand it did not seize on your other shop visit but the burning smell is still not fixed and we're afraid the issue will reoccur in the future. We truly value your long-standing relationship with 17th Street Automotive and would welcome the opportunity to discuss this matter further with you personally. Our goal is to restore your confidence in our services and address any additional concerns you may have. Please feel free to reach out to me directly. We are here to listen and improve, and we hope to have the chance to serve you better in the future. Warm regards, Billy Cadaing (13 year employee who inherited the business) Owner 757-425-8917
- 17th Street Automotive