German Auto Center

Business reply on Google

Thank you for your feedback. Unfortunately, we are unable to locate any record of a customer by the name provided, which makes it difficult for us to verify the circumstances described in your review. That said, there are several statements that do not align with how our shop operates. The photos we send customers are generated directly through our digital inspection system and are tied to the specific vehicle being serviced. Our process does not allow photos from one vehicle to be sent with another vehicle's inspection. Additionally, a labor estimate of $4,000 would represent a substantial amount of work. At our current labor rates, that would equate to approximately 20+ labor hours, not a repair that could reasonably be completed in four hours. We take great care to ensure our estimates are based on established labor procedures, proper repair methods, and the specific needs of each vehicle. As for replacement hardware, many German manufacturers require certain bolts and fasteners to be replaced during repairs because they are torque-to-yield or single use components. Following manufacturer repair procedures is part of performing safe, reliable repairs and is not a shop's attempt

Business reply on Google

Thank you for taking the time to share your feedback. I’m sorry your experience didn’t match the level of service we aim to provide—especially around the shuttle and diagnostic process. We do offer a shuttle service, and when our dedicated driver is unavailable, we provide a complimentary rideshare option. I apologize that this wasn’t communicated clearly during your visit. Regarding pricing, we’re typically significantly less than the dealership for both diagnostics and repairs, while still using the same OEM-quality parts and fluids. I’m disappointed to hear that wasn’t the case in your situation, and I’d appreciate the opportunity to look further into it. Our technicians have years of dealership experience and take diagnostics seriously, so if something didn’t align, we want to learn from it. Please feel free to reach out to me directly at [email protected]—I’d value the chance to better understand what happened and make things right if we missed the mark. – Andrew, German Auto Center

Business reply on Google

Thank you for your feedback. We understand your concern about leaving your vehicle and aim to be as transparent as possible with diagnostic appointments. Unfortunately, it's impossible to predict exactly how long a diagnosis may take, as issues can range from simple to complex. For this reason, we typically recommend dropping the vehicle off to give our technicians the time needed to properly evaluate the concern. While customers are welcome to wait, we want to set clear expectations—we guarantee your vehicle will be seen on the day of your appointment, but due to the unpredictable nature of diagnosis, we can't guarantee how long it will take. We appreciate your understanding and hope to assist you in the future.

Business reply on Google

Hi Azadeh, We sincerely apologize for your recent experience and any misunderstanding that occurred. Customer service is our priority, and we’re disappointed to hear that we didn’t meet your expectations. I did observe the interaction and have a different perspective on how it unfolded. Casey mentioned that parking in the direct flow of traffic blocked access to our overflow lot and prevented vehicles from exiting. From my view, Casey’s tone and demeanor were not rude or argumentative at any point, and her intent was simply to have you move to one of the available spots, not to upset you in any way. As Casey explained, our team frequently moves vehicles in and out of that area, and blocking it—even temporarily—creates challenges. While I acknowledge there was a disagreement, as you felt you weren’t blocking anyone at that exact moment, Casey pointed out that there were other parking spots available. We always aim to treat all customers with respect, and we regret that this situation left a negative impression. We appreciate your feedback and will work to improve communication in the future.

Business reply on Google

Thank you for your review and for bringing this to our attention. We sincerely regret the frustration you went through. When your vehicle arrived, it had several issues, including running poorly due to low fuel pressure. Our first step was to replace the fuel pump, which resolved the running issue, but unfortunately, it didn’t fix the intermittent stalling. Intermittent problems, especially ones that five other shops couldn’t resolve, are extremely challenging to diagnose. After our final repair, we performed an extended test drive and found no issues, so we genuinely believed the problem was fixed. Unfortunately, we were wrong, and we sincerely apologize for that. In the end, we didn’t charge you anything, even for the fuel pump replacement or the time spent diagnosing the issue. We did offer to keep working on it, but we understand your decision to replace the vehicle. We value your feedback and appreciate you giving us an opportunity to repair your vehicle.

Business reply on Google

Hey Mark, thank you for your feedback. We had multiple hours of labor pulling it apart to get to the point of installing the camera and then when it didn’t fit putting it back together. I actually billed less than what the actual labor time invested would have cost had I billed hour for hour. I really did my best to be as fair as possible while still coving my labor costs involved in this situation. You had told me to bill you for the labor invested and I actually didn’t even do that. I truly apologize if this was above your expectations.

Business reply on Google

Jerald, I am sorry to hear about the issues that you experienced with your visit. Please rest assured that every customer is equally important to us and that can be reflected based on the over 1000 5-Star reviews on our website and here on Google. Initially we looked at it and found no leaks. In order to ensure there was no leak, we added dye to the system and suggested driving it until the leak could be traced (not ruling out a evaporator core issue which can be costly as we have to remove the entire dash). This is why we go through this process of adding dye to ensure we know exactly where any leaks may be coming from. The die has to run through the vehicle before any further diagnostics can be done in order to understand the root of the issue (and potentially save you lots of money). In any case, I am sorry to hear about the issues that you have experienced. Please feel free to contact me personally to discuss any questions that you might have. Best and warmest regards, (512) 452-6437 Len Gilmore Owner German Auto Center

Business reply on Google

Adam, I am sorry to hear about any issues you may have experienced with your visit. Please rest assured that every customer is equally important to us and that can be reflected based on the over 1000 5-Star reviews on our website and those listed here on Google. Please feel free to contact me personally to discuss any questions or concerns you might have. Best and warmest regards, (512) 452-6437 Len Gilmore Owner German Auto Center

Business reply on Google

Maddie, Apologies again for the delay on the service of your vehicle. As many companies, we're experiencing supply chain issues from our partners overseas. Please note that even though we're experiencing supply issues, we worked diligently on your engine repair to ensure we get you back on the road quickly. Please feel free to contact me directly, should you have any other concerns. Best regards, Len Gilmore

Business reply on Google

Ron Salmon, I am sorry to hear about the issues that you experienced with your visit. Please rest assured that every customer is equally important to us and that can be reflected based on the over 1000 5-Star reviews on our website and here on Google. Although German Auto Center did perform the services that you requested, we did experience delays in receiving your parts that delayed your service. Your car was ready on the day specified, however it appears you may have arrived before our business was open at 7:30AM. No excuses, I am sorry to hear about the issues that you have experienced. Please feel free to contact me personally to discuss any questions that you might have. Best and warmest regards, (512) 452-6437 Len Gilmore Owner German Auto Center

Business reply on Google

Ty, I am sorry to hear about your experience with the pre-purchase inspection of your E46 2004 BMW. This is not our typical pre-purchase inspection process. Our standard process is that the inspection results be reviewed in detail with you directly and that a summary report be provided to support the inspection results. Our inspection process covers all mechanical, electrical, safety, interior and paint and body aspects of the vehicle. I have asked that our BMW Service Manager review your pre-purchase inspection report and contact you personally. If you would prefer to contact me directly, I can be reached at 512.452.6437. Best and warmest regards, Len Gilmore - Owner German Auto Center

Business reply on Google

David, first let me apologize for the experience that you had with our scheduling application. I did look into your issue and did see your initial appointment request (1/16/2020 1:46pm). As well, I did see a response that was attempted to be sent to the email address that you provided when you requested the appointment (1/16/2020 5:11pm). Unfortunately it appears that the email was unable to be delivered due to issues with the email service. Again I appreciate you bring this issue to our attention and if you would like to discuss this further, please do not hesitate to contact me directly at 512.452.6437. Best regards, Len

Business reply on Google

Bethany, I am sorry to hear about the issues that you have experienced with your Volkswagen Jetta. Although German Auto Center did perform the services that you requested related to your vehicle transmission shifting harshly, German Auto Center did not perform an engine oil nor engine coolant service as you had indicated services were performed elsewhere. German Auto Center's service policy is to address the concerns identified by the customer and to identify potential problematic issues. At the time German Auto Center completed your service, there was no indication of low engine oil or low coolant levels and no signs of overheating were present. We did identify that you had one of the four tires that was an incorrect size and should be replaced as it could cause transmission issues. Again, I am sorry to hear about the engine issues that you have experienced. Please feel free to contact me personally to discuss any questions that you might have. Best and warmest regards, (512) 452-6437 Len Gilmore Owner German Auto Center

Business reply on Google

Jes, I am sorry to hear about your experience and issues related to purchasing your 2006 Audi A4 from a third part seller. Although, German Auto Center conducted mechanical repairs for the prior owner, the prior owner elected to have his engine oil changes performed elsewhere. The $259.09 that you were charged by German Auto Center was to diagnose the engine issues, including performing an oil pressure test, performing an oil change to examined the engine oil and filter. As indicated on your receipt we specifically stated that metal particles were found in the oil and the oil filter. As indicated, this is typically the result of internal engine damage and additional diagnosis would be required to determine the cause of failure. In addition, we also stated that since we had not done the oil changes in the past, we could not advise the rate of oil consumption. Again, I am sorry to hear about the issues with your purchase, but please understand that the prior owner did not use German Auto Center to perform engine oil maintenance on this Audi A4. Lastly, I would like to personally assure you that there is no personal relationship with the prior owner of your vehicle. Please feel free t

Business reply on Google

Samuel, I am sorry to read about your experience. At German Auto Center, it's our mission to focus on the customer experience to ensure every customer is happy with our service. With that said, every vehicle is inspected by one of our certified technicians to ensure our customers get back on the road safely. In cases where problems are intermittent and not readily duplicated, we have to rely on the manufacturer test plan and experience. Intermittent problems and vehicles with numerous faults present unique challenges to duplicate the problem. As with most cases, we have to take safety precautions and rule out all factors that can be contributing to the issue. I’d be personally happy to discuss your diagnostic and service report with you over the phone or in our shop. Please call the shop at (512) 452-6437 or visit us to discuss this matter. Best regards, Len Gilmore

Business reply on Google

Jeff, as always we appreciate all customer feedback. Overall we are typically significantly more cost effective than the dealer as our labor rates and overhead are significantly lower. Typically our parts costs are lower as well, but in some cases as yours, the parts are only available from the dealer and are the same cost. Additionally, we are not going to try to sell you something that you do not need. Again, thank you for your feedback. Best regards, Len

Business reply on Google

Lion, You can surely rest assure that we corrected the issue when you brought your vehicle to us. After four months of service, many other factors could play into why you may experience issues. If you would like to discuss the issue in person please don't hesitate to reach out to us. We always want to ensure the happiness of our customers and make sure you know exactly what caused the issue. Please feel free to bring your car in and we’ll run a factory diagnostic. Best regards, Len Gilmore

Business reply on Google

Shane, As mentioned on our call the software in your vehicle is different from our software diagnostic and repair tools used to service German vehicles. Although we understand it may be an inconvenience for some, however our shop only specializes in German makes and models. Best, Len Gilmore