Tom’s Automotive of West Seattle

Business reply on Google

I appreciate you taking the time to leave a review. We did speak with you before any inspections were performed to get approval for costs. I apologize if there was some confusion as to what you were paying for. We would be happy to talk more about this with you at your convenience. Our number is 206-937-1144. -Kandie

Business reply on Google

We understand that it's frustrating that you have to pay for testing. You had a multitude of issues that you wanted addressed: A check engine light, burning oil smell, squeaking noise when turning steering wheel side to side and your horn was inoperative. Each of these are separate systems that have their own testing procedures. We addressed each of these with you at time of drop off, giving you the chance to not address some of them if you wanted, in order to save you money on testing. You had us go forward with it all, and signed the estimate, knowing that it was all for testing and authorized $1186.00. We performed diagnoses of your check engine light issue, which there were two issues for the light being on. We also cleaned your throttle body as part of this, which took care of one of the codes set. You had multiple oil leaks, one of which was a loose oil filter, that we resolved for you. Your steering was not making any noise at this time. We looked at the power steering system for leaks, none were found. We did find that the air conditioning belt is very worn and could potentially be a cause for squeaking but we would need to hear it to confirm that is what you were hearing.

Business reply on Google

I apologize that we couldn't get you in as quick as you had hoped. We have a technician that is out due to an unexpected surgery so we are short staffed. You are welcome to leave it with us and we would try to work you into the schedule as best as we can, we just can not guarantee the same day or next day due to the circumstances. Thank you for your understanding. -Kandie

Business reply on Google

Thank you for your feedback. We are glad the noise is better. Noises can be tricky if we are unable to duplicate the customers concern. Intermittent issues can be like when you go to the doctor and all the sudden you feel better, or if there are multiple noises, which one is your biggest concern. The best way to resolve the noise issues is to have you stop by when the issues are occurring so we can road test with you to hear what you do. If you could please stop by at your convenience we would be happy to road test with you to see what we can hear and possibly resolve all the noises. Thank you again for your input, it helps us better our services. -Kandie

Business reply on Google

Hello Austynn. I appreciate the feedback but am saddened you feel you can't trust us. I think there may be some miscommunication we can resolve if you give me a call. We pride ourselves on our expertise and customer service, so it's important to me that we address any customer issues promptly and directly. Please give me a call at your earliest convenience at 206-937-1144. Thank you, Kandie

Business reply on Google

Thank you for the feedback. We would appreciate the opportunity to see what the other shop did so we can compare apples to apples for pricing. The coupon you are referring to is for a comprehensive inspection and service which is very different than a regular oil service. It is an inspection that is like one done for a used car to purchase and there are over 100 things inspected and tested during it. A few of those are a charging and starting system test, pressure testing the cooling system for leaks, brake inspection and tire rotation. The coupon also clearly states at the bottom that synthetic oil is extra. If you would like to discuss this further please contact me at 206-937-1144. Thank you- Kandie

Business reply on Google

Thank you for your feedback. We don't usually give quotes for brakes without inspecting them first, reason being you will get prices all over the place depending on where you call and what that shop does. Ballparking is usually wrong. Unfortunately you were given a range that with out looking it up with a VIN number we don't know if it's any where accurate. I will pass on your concern and appreciate you letting us know. Thank you, Kandie

Business reply on Google

Thank you for your feedback and for giving us the opportunity to earn your business. It seems there was a lack of communication that if it didn't occur this wouldn't be how you feel. I apologize, we, for the first time in over 52 years had a major server crash that unfortunately made our service to you suffer. If you are willing I am happy to put your vehicle on a hoist and show you exactly what we saw and why and to take a look at what the other shop found. If you are willing please contact me at 206-937-1144. -Thank you- Kandie

Business reply on Google

Thank you for your feedback. Intermittent issues are the hardest to diagnose and duplicate to repair correctly. We are glad someone was able to duplicate your problem. If you would like to talk about this more please give me a call at 206-937-1144 anytime. -Kandie

Business reply on Google

Your 2013 BMW is a complicated vehicle that requires a skilled technician to diagnose why the check engine is on and what repair would be necessary. There is a range for this testing depending on what is required. We quote the range and get prior approval incase it's on the high side to expidite the repair process. Then when you add on a comprehensive inspection for a newly purchased vehicle [over a 100 point inspection] it adds up quickly. We understand it can be frustrating when you have to pay for testing. I apologize that we were unable to explain the value in a way that you felt comfortable enough to leave your vehicle with us. Thank you for your feedback. -Kandie

Business reply on Google

We understand it can be frustrating to have to pay for testing. Our technicians are highly trained professionals that have a large investment in training, tools and test equipment. We always give an estimate before starting any repairs and only proceed when approved. I was unable to find you in our system so if you would like to talk about this more please give me a call at 206-937-1144. _Kandie

Business reply on Google

Thank you for your feedback. We know it can be frustrating when you have an unexpected expense for your vehicle. It would be appreciated if you could provide a written estimate from Subaru to perform all the same testing we performed and the repair cost. It often sounds good when just calling around for pricing but when you actually go to another shop it frequently changes and is not what you were told when price shopping. Diagnostic costs are not easy to compare apples to apples with. I would be happy to discuss this with you and to address your concerns. Please give me a call at 206-937-1144 when you have time. -Kandie

Business reply on Google

We appreciate your feedback. It can be frustrating when calling around to compare pricing, especially when most shops aren't comparing apples to apples and guessing as to ones needs. The best way to do that is by a written estimate to make sure you are getting the same things quoted. We find a lot of times people are quoted a price over the phone but when they actually get the repairs done the estimate ends up being much different. We would appreciate copies of your written quotes to compare ours to. Thank you for considering and if you would like to discuss this further please give me a call at 206-937-1144. - Kandie

Business reply on Google

Thank you for your feedback and I’m sad that you feel this way. It’s always unfortunate when we have a warranty situation. In warranty situations the parts suppliers dictate that we need to diagnose the issue first then if it’s a faulty part return the part to them. In your case, you were asking for a cash refund before we even had the opportunity to diagnose what the issue was. Parts suppliers don’t offer cash refunds. I did try my best by picking up the vehicle at your home, replacing the defective part and then delivering the vehicle back to your home. If you would like to discuss this further please give me a call at 206-937-1144. - Kandie

Business reply on Google

Thank your for your feedback, our goal is to make sure all our clients are happy with our service. Unfortunately in this situation we found that the passenger side control arm was just as bad as the drivers side. When a control arm is replaced it is necessary to perform an alignment because the steering and suspension components are affected, therefore if just one side was replaced the vehicle was not able to be aligned properly. I'd like to discuss your concerns and issues as to our original recommendations. Would you please give me a call so we can discuss this further? Thank you for your consideration. -Kandie

Business reply on Google

Hello Kyle, I’m sorry you were disappointed with our service. We take all feedback seriously as we’ve built our business over the decades on quality work and care for each customer. This is also why our customers have work done by trained ASE Master Technicians. I’d really like to discuss your concerns further and address the issues you brought up in your post and the original recommendations and service performed. Would you please give me a call on Monday during business hours so we can discuss your concerns? Thanks in advance!