Brought my truck in for a ABS / Traction Control dash light coming on. Charged $2,500 for 17 other services including a $200 diagnostic fee, wiper replacement, and cabin air filter replacement, only to find out that they couldn't fix the ABS / Traction Control dash light issue that I brought the truck in for. Didn't call me to explain anything, just sent me a laundry list of recommended services which assumedly were to fix the issue that I brought the truck in for. I was wrong. They did all the unrelated work and then let me know after the fact that the problem I brought the truck in for will not be resolved. Upon voicing my concerns with the owner, Roger, he was quick to suggest that I didn't want to pay my bill. Weird assumption for an honest person to jump to. I tried very cordially to reason with him but he was incapable of admitting fault. He begrudgingly refunded my $200 diagnostic fee. I am shocked by all the 5 star reviews, my experience was terrible.
I truly appreciate you taking the time to share your experience, even though I’m really sorry it left you feeling frustrated and let down. You brought your truck in for an ABS/traction control issue, and I understand how upsetting it was to find out that not only was the issue still unresolved, but it turned out to be something that could have been handled free under an extended warranty at the Dodge dealership. We clearly didn’t do a good enough job communicating what we found or why we were recommending additional services. That kind of lack of clarity is frustrating — especially when you’re trusting us to help solve a specific issue. That’s something we take seriously and are working to improve. I also want to personally apologize for how the conversation with Roger went. You deserved to be heard and treated with respect, and it’s clear that didn’t happen. I'm glad we were able to refund the diagnostic fee, but I completely understand that it doesn’t make up for the overall experience. Your feedback is important — and not something we take lightly. We’ll be using it to take a closer look at how we communicate with customers and how we handle situations like this in the future. If you’re open to continuing the conversation, I’d really like the chance to talk with you and see if there’s anything more we can do to make this right. Thank you again for your honesty. Sincerely, Roger Kaufman Owner/Kaufman's Auto Repairs
- Kaufman's Auto Repair Inc.
