Thousand Oaks Automotive

Business reply on Google

Mr. Braden, Thanks for the feedback, our goal is to provide clear accurate repairs at a affordable price with complete transparency. During the inspection of your Escape we found excessive rust at the axle and speed sensor that requires replacement. Your Technician that inspected your vehicle is an ASE Master Technician and his recommendation's for a proper and repair of the axle and sensor is trusted and the best repair. We didn't recommend just replacing the sensor as the rust at the ring that reads the sensor will cause failure to the sensor that was replaced. Replacing the speed sensor alone would be a Band Aid and not the best repair possible. We are happy to clear up any questions you might have, please reach out to Paul or Bryan at 210-495-1100. We look forward to earning your Business in the future. Thank You Paul Sharp

Business reply on Google

Lindsey, Thank you for the reply, Your experience isn't one that is a standard practice at Thousand Oaks Automotive and is concerning to us. We have searched our database and can't find any contact information for a incoming call or visit to our shop. When time presents itself would you please call David Harris at 210-495-1100. We look forward to clarifying this issue. Thank You David Harris

Business reply on Google

Thank you for your feedback. We strive to provide clear respectful communication and accurate information to every customer. Based on our records, this situation may not fully reflect how the interaction occurred, but we still take your concerns seriously. We'd welcome the opportunity to speak with you directly and clarify anything that may have been misunderstood. Please contact us at 210-495-1100

Business reply on Google

Brooklyn, We’re really sorry to hear this, and we completely understand why you’d be upset—especially after just spending over $500 with us and then seeing the check engine light come on a few days later. That’s frustrating and not the experience we want anyone to have. A check engine light can come on for a lot of different reasons, and it isn’t always directly tied to the work that was just done—but we agree that timing matters, and you deserve a clear explanation. Our diagnostic fee covers the time and equipment it takes to properly scan the system, confirm the code(s), run pinpoint tests, and make sure we’re not guessing before recommending any repair. That said, we don’t want you to feel brushed off or “charged again” without someone taking a real look at what’s going on. Please reach out to us directly so we can review your prior visit and talk through the best way to get this handled as fairly as possible. Thousand Oaks Dr Team

Business reply on Google

Hi Milad, Thank you for taking the time to share your detailed feedback with us. I'm really sorry to hear about your experience and that we didn't deliver the level of technical communication or transparency you expected. We want all our customers to feel confident in both our process and our recommendations. The road test and visual inspection of your braking system determined the rotors and brake linings were out of round (warped) to the degree of non repair and suitable for smooth braking. The concern you described to Service Advisor was addressed and we provided a clear and best repair path concerning your complaint. As this was at least your second shop to provide you with a brake inspection as per the report that you provided to us that also didn't provide rotor runout, brake line pressure and thickness. We hope you can find a shop that you trust that can and will meet you expectations, this will likely be a challenge as the majority of your Google reviews are one star reviews. The statement you made that our technician moved your brake pedal closer to the accelerator pedal is confusing and physically not possible. However as we aren't the best shop to meet your needs we hope

Business reply on Google

Hey B. T., First off, thanks for giving us a shot for your BMW’s checkup and for sharing such a detailed review. I really appreciate you taking the time — especially since you’re new to town and looking for a go-to place. I want you to know your feedback means a lot and helps us get better. I’m sorry to hear that your experience didn’t live up to your expectations. It’s clear we didn’t hit the mark on a few important things — especially with the air filter oversight and the issues you’d specifically mentioned, like the battery and power steering fluid. Details matter, and I agree that checking something as basic (and essential!) as an engine air filter should absolutely be part of a routine inspection, especially on an older car. That’s on us. Regarding the BG Fuel Induction service, I hear you on the frustration with pricing and transparency. We want everyone to feel confident about what they’re paying for, and I’m sorry if it didn’t come across that way. Also, as for the quote on the water pump and thermostat, I completely get where you’re coming from — repairs on German cars can get pricey, but we should always be straightforward about why, and willing to talk through options. I

Business reply on Google

Hi TLM, I’m really sorry to hear about the issues you experienced after your visit. I completely understand how frustrating it must have been to deal with unexpected problems like a flat tire and a damaged splash guard—especially after coming in for service. We always aim to make sure our customers leave with their vehicles in better shape, not worse, so I take your feedback very seriously. Even if you can’t say for certain what caused the issues, I want you to know that your concerns matter to us. If you’d be open to it, I’d really appreciate the chance to chat with you directly and see if there’s any way we can help make things right. Please feel free to give us a call or stop by—your experience matters, and we want to restore your trust. Thanks for sharing your feedback. Paul S 210-495-1100

Business reply on Google

Hi Stevie, I want to sincerely apologize for your recent experience with us. We take feedback like yours to heart, and I’m truly sorry that we left you feeling let down, especially since you made a point to support a local business and came in with an open mind. That means a lot to us, and we never want anyone to leave our shop feeling distrustful or dissatisfied. I’m really sorry for how your interaction with our Service Advisor made you feel, including the concerns raised about your car's condition and the overall cost estimate. It was never our intention to scare you or make you feel pressured; the pictures of the damaged a/c lines and loose condenser hopefully support the recommendations we made to correct the concerns with your vehicle. We pride ourselves on being transparent and forthcoming with information we find on customers vehicles to keep our valued guest safe and informed of the overall condition of their vehicles. I’d really like the opportunity to talk with you, review what happened, and see how we can make things right. If you’re willing, please give us a call or send us an email directly, so we can learn from this experience and hopefully regain your trust. Thank y

Business reply on Google

Your father has been a customer for a long time. We would not take advantage of him or anyone else! He came in with a problem he wanted us to look at, we diagnosed the problem and gave him a estimate and he authorized the repair. When he picked up the car he thanked us for repairing his car and apologized for your behavior.

Business reply on Google

This sounds like a misunderstanding. Since we don't know your name can you please give us a call and we will get this taken care of. 210-495-1100

Business reply on Google

We are sorry that you feel this way. We quoted you 89.95 to look at your car. When the car got here it had a dead battery, it was out of gas and the engine was misfiring so bad that the car could not be driven. When we called you that morning we were telling you we need to put in a new battery, fill it up with gas and do a compression check on the engine to determine the misfire so the car would be drivable so we could check out the transmission problem that you brought the car in for. After you gave us the authorization we preformed that work and unfortunately you had 0 compression in two cylinders. With the miles that are on the engine it would have to be replaced. When you decided not to repair the car we took out the new battery and put yours back in to save you money and that's why the price dropped back down. We know that you are frustrated that your vehicle is beyond repair. If you would like to discuss this further please give me a call David H 210-495-1100

Business reply on Google

The estimate we gave you was for two wheel bearings. I'm not sure if you had both of them replaced or just one. There is a difference between a mechanic on Craigslist and a business that has been around for 26 years and will stand behind there work for 2 years or 24,000 miles. I'm glad you were able to get it fixed and back on the road.

Business reply on Google

This was really disappointing to read. We'd never suggest unnecessary repairs, nor would we create any repairs in the name of making a quick buck. In addition to that, every mechanic we employ is fully certified and trained. That said, I apologize that your car has been giving you trouble. Thank you for taking the time to leave us this feedback. It's always helpful for us to hear from our customers. -David H., Owner

Business reply on Google

Trey, we stand by and guarantee all the work we do. Additionally, no work is done until the estimate is agreed upon, so I apologize if there was some confusion about the charges. I'm sorry that your transmission is having issues, but -- as we've discussed -- that is completely unrelated to the steering column work we did (or the two subsequent fixes we did free of charge); it's just unfortunate timing. We would still gladly take a look at your transmission, and I hope you'll reach out if you have any further questions. - David H. - Owner

Business reply on Google

I'm sorry to see you had a rough experience with your repairs here. Customer service is our focus, so I apologize if there was any confusion over the work that was being done. We always provide a quote before work is done, and we are up front about our warranty policy for work done on outside parts. I'm sorry to hear, though, that your AC hasn't been cooling as well lately, but I assure you that we don't let any cars leave without the job being completely done. Please give me a call if you'd like to discuss this any further. - David H. - Owner

Business reply on Google

This is a few months late, Joe, but I wanted to let you know that your feedback was being heard. We pride ourselves on doing a thorough job, and I want to apologize if we fell short here. -David H. - Owner