Luxury Auto Works
🚗 Auto & Repair · Austin
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Vehicle repair failed to resolve the original mechanical issue
Business reply on Google
Miss Shaw, thank you for taking your time to post this. As we explained to both you, and the warranty. We explicitly stated the failure was related to Lifters, and Cams. However, we said due to the severity. We were recommending an engine. Your warranty sent a 3rd party inspector who decided that based on his assessment - the vehicle could be repaired with lifters, and cams. So the warranty only authorized the amount of $9,000 for that specific repair, and also provided you the option to approve $9,000 toward the cost of a complete engine. We gave you the option to come out of pocket for the engine, with $9,000 applied to the cost. And gave the warranty the option to supply the engine to limit your out of pocket expense. But you said you could not come out of pocket anything more than your deductible, and opted to do the lifter job. Unfortunately, this was out of our control. We appreciate your feedback, and we are sorry that this is the end result. We tried to assist you as much as we could; including starting a second claim, and providing you a loaner vehicle for the entire duration of your vehicle being here at no charge to you, or your warranty. Your warranty ultimately decline
The business quoted a higher price in person than over phone.
Business reply on Google
Nancy I would like some more information. We do not seems to have you in our system or records. Please reach out via email. [email protected]
Mechanics failed to correctly diagnose a cracked cylinder head after expensive repairs.
Business reply on Google
We sincerely apologize for your experience and understand how frustrating this situation has been. We would like to take a moment to clarify the diagnostic process and the repairs that were recommended and performed. Our initial findings showed a failure of the oil cooler, with evidence of both internal and external leakage. This was documented, and a full video inspection was sent to you for review. As with all diagnostics, we begin with the most clearly identifiable failure. In this case, the oil cooler was the most evident issue, and at that time there were no indicators suggesting an internal engine failure. We also documented and shared video evidence of the water pump leaking. Both the oil cooler and water pump were confirmed failures that required immediate attention. On this engine platform, the most common cause of oil and coolant mixing is a failed oil cooler. We have replaced hundreds of these components, and in the vast majority of cases, no further issues were present following the repair. For this reason, it would not have been appropriate to suspect or condemn a cylinder head failure prior to addressing the clearly failed components. Unfortunately, in this instance,
Customer overcharged for basic repairs that did not resolve the issue.
Business reply on Google
We apologize for your experience and understand your frustration with the charges and the quality of the work completed. Our objective is to provide valuable and transparent service, and we're sorry to hear we missed the mark. Your feedback about the brake pads and overall service will be addressed with our team to ensure we improve. Thank you for bringing this to our attention.
Poor customer service and lack of professional procedures at the shop.
Business reply on Google
Ray, thank you so much for sharing your experience with this review, it means the world to us! We look forward to continuing to work with you in the future!
Vehicle repair remains incomplete and unsatisfactory after multiple attempts.
Business reply on Google
Hi J Rod. It looks like you attached this to the service center and not the body shop but either way I’m here to help resolve this as soon as possible. Please email me directly [email protected] I know I can fix this for you. Thank you.
Dealer sold vehicle with undisclosed accident history and engine issues.
Business reply on Google
Obviously this is spam and fake. Luxury Auto Works does not sale cars.
Vehicle sold with undisclosed mechanical defects causing safety issues
Business reply on Google
Hi Robert, This vehicle was sold over a year ago to its current owner, who left a 5-star review at the time, praising how much she loved it. She described it as her "fun weekend car," and from all indications, it continues to serve that exact purpose. To clarify, you are not the purchaser, do not own the vehicle, and have never done business with us. For that reason, this review is both misleading and invalid. The car in question is a 36-year-old classic with over 200,000 miles—sold exactly as advertised. Our service department has not received a single call, text, or visit from the actual owner regarding any concerns. If she does experience any issues, we’re more than happy to help and encourage her to contact us directly at 512-222-8867. Respectfully, Luxury Auto Works.
Vehicle developed AC and battery issues shortly after purchase.
Business reply on Google
Hi Nefisat. Thank you for your feedback. I take every review seriously and appreciate the time that goes into leaving reveiws. I did some research on your specific situation and found that while you were purchasing this vehicle a month ago there was a hang up on the finance side and we gave you a loaner vehicle for you and the family while the banks sorted things out. This loaner vehicle came back destroyed on the inside and cose us $500.00 in cleaning and detailing fees to make it roadworthy again. Also upon further investigation I found that when you came in with a battery and A/C concern, we had no faults, no issues with the battery or the A/C. We offerd you to replace the battery as it was original and you declined, but the car was functioning as desigend and has been since you piced it up. I feel we've been more than fair and accomadating for you and the family. If I'm missing something, please email me direcly and I'll help get this all sorted out. [email protected]
Repeated failed appointments and poor communication regarding vehicle appraisal
Business reply on Google
Hello Drew. Your feedback in very concerning to me. I know I can make this right. Can you please email me [email protected] I need to make this right for you and make sure this breakdown in communication never happens again in sales. I look forward to speaking with you and improving our operations.
Vehicle AC failure and dealership clerical errors regarding title paperwork.
Business reply on Google
I'm sorry to see this review Ernesto. I too would feel very frustrated in this same situation. I know there's a new Sales team now in place including the management. If you would like to discuss further or need any other assistance please email me directly. [email protected]
Vehicle sold with an unresolved safety recall and unprofessional staff conduct.
Business reply on Google
James, Thank you for taking the time to share your experience. Our sales team offered to complete the recall on your vehicle at the time you purchased the car, and offered a loaner vehicle should you want to take care of the recall at a more opportune time. You stated that you have 5 cars and would take care of it yourself. I recognize that your frustration began when your emails had not been responded to. I addressed that the email address you were using did not reach your sales consultant, and apologized for leaving you to believe we did not care about your concerns. It is unfortunate that we could not resolve your disappointment by offering to provide you with a loaner vehicle, handle the recall in a more timely manner than you could on your own, and even my offer to assist with the concern you shared relating to the paint protection film on the vehicle. I appreciate your business and I respect your text message asking us to never contact you again. Hopefully once the recall is completed you can enjoy your incredible new vehicle. - Michael Tyler Pelham
Dealership sold vehicle with undisclosed damage and missing essential equipment.
Business reply on Google
Tom, The 2013 Mercedes-Benz you purchased was sold with the option of having a 3rd party inspection performed. I suggested two local companies as our local Mercedes-Benz dealer does not offer pre-purchase inspection guarantees. They can look over the vehicle, but will not stand behind their findings. You declined to utilize those resources and asked for videos of the vehicle, which were created for you, specifically regarding the mechanical condition of the car. Those 2 videos can be found here - https://youtu.be/1dCQfVLltLA / https://youtu.be/xtlWYdiIny0 The services and repairs recommended were performed for you before the vehicle left our lot. You used your own shipping service, who sent you a condition report of the car upon loading, showing the rock chip in the windshield (which had been filled), and noting one key. It is not uncommon for a 7 year old, 2 owner vehicle to have cosmetic imperfections and be without a spare key. If a client asks if we have a spare, we will gladly find out and tell you. I do apologize for the spare tire, I was unaware until now that it does not hold air at all, before I was told it was low, I apologize for that; it is 7 years old. I never used the
poor vehicle maintenance and damage caused during repair services
Business reply on Google
Christopher, we're very sorry to hear this. I will be reaching out to you see if I can help you. Once again, we work very hard to deliver great service in Austin and have been for over 14 years now. Please email us at: [email protected] so we can connect with you direclty.
Poor repair quality and vehicle returned in dirty, damaged condition.
Business reply on Google
Ms Preece thank you for your feedback however I would like to point out a few things to consider. First off we ran into issues with your parts availability from the manufacturer that caused the timeline to be extended more than normal which we explained during the process . Next we always hand wash every vehicle and vacuum it upon completion however you arrived early up and we didn’t get the chance to wash it post repair as you picked it up directly from our service dept. Please allow us to look it over with you and get it cleaned up to ensure that our quality control standards can be maintained for your concerns. We would love to make you happy and can provide a loaner during this process. Thank you for choosing us and we look forward to working together to exceed your expectations and achieve your satisfaction.
Mechanic failed to secure engine cover causing oil leak and damage
Business reply on Google
Yunior, When you brought in your vehicle the annual maintenance light was on. The annual maintenance that Maserati called for at that interval included more than just an oil and filter change. It requires additional checks, filters etc. You only wanted to pay for the oil and filter change and not what the vehicle was actually due for. We will not reset the light for full maintenance when only a fraction of the service is completed. To do so is dishonest and being as we report to Carfax, it would be inaccurate reporting on the vehicles history. We wish you the best of luck with the repair shop you choose for future maintenance. Regards, Justin Strouse Director of Operations 512-222-8867
Repeated mechanical failure and ineffective repairs after expensive service
Business reply on Google
Stephanie, We always appreciate feedback but would like to clarify a bit. Your vehicle has been covered by an extended warranty since your purchase, the majority of all of the repairs we have been performed were paid for by your warranty. We understand that going from worry free ownership to having to pay out of pocket can be stressful however, that is something we can not control. At your previous visit we inspected the AC system and found freon leaking from the A/C pressure switch. (In order to get warranties to cover repairs we have to provide pictures/videos proving failure for them to even consider covering repairs. Sometimes they will even send a field inspector to physically look at the vehicle). After repair of the A/C pressure switch we verified proper operation and temperatures of the A/C and no further leaks nor repairs were recommended. Over a month and 1,000 miles later you returned with the same symptom, AC not cooling. We re inspected the vehicle and found that the AC evaporator is now leaking. This component was checked and not leaking at your last visit. Had it been we certainly would have informed your warranty company and had it replaced on their dime. Your vehic
Vehicle damaged during repair and business demanded cash payment for services
Business reply on Google
Thank you for the feedback. Luxury Auto Works strives to always take great care of our valued clients. We realize we will not be able to always please everyone. We wish you well. - MGMT
Vehicle delivered with a broken windshield requiring legal action
Business reply on Google
Tom, The almost 10 year old vehicle you purchased from us was sold "As Is". Since you were an out of State buyer we strongly suggested you hire a third party independent inspector to come out and perform a pre purchase inspection on the vehicle, you decided to decline this.. Prior to your purchase we sent you videos per your request showing the vehicle in depth and areas/components that are common issues for this particular year of S-Class. We even went as far to show you all of the imperfections we were aware of. In no way would we ever promise that a 10 year old vehicle with almost 70k miles is in 100% perfect condition. It would also be unreasonable for someone to expect it to be. While you did request the State of Texas Audit your vehicle deal we were in no way "Reprimanded" by the State. Everything on our end was 100% by the book and the State found no wrong doing. The matter went no further. We were extremely transparent and accommodating to you throughout the entire process. We did everything we could to make sure you were happy with your purchase however, 6 months later it is evident that you still or not. We wish you the best of luck with your future vehicle purchases. Reg
Poor service, staff incompetence, and mishandling of sensitive customer data.
Business reply on Google
Bailey, I have reached out multiple times via phone and email in attempt to speak with you regarding your visit. I do apologize that you had a less than fantastic visit with us and would still love the opportunity to speak with you. Please feel free to reach out to me anytime. Justin Strouse Area Manager 512-222-8867