I trusted topel's to do a good job, in a timely manner, at a reasonable price. Unfortunately, it took them several days to get my brakes done. I was charged a brake assessment fee, even though I had the work done there, and it cost over $1000. Additionally, a week later I had more brake issues and was charged a $60 assessment fee again, even though I had just had the work done there. Instead of getting the brakes fixed again there, I went across the street where I was charged half the price Topel's quoted. I won't be back for car work again, even though my family has been using their services for years.
Thank you for trusting us to work on your vehicle. We especially appreciate your feedback not only via the phone with your father, but here as well. Regarding the timely manner you were expecting and it taking several days: When you had dropped off your vehicle without an appointment, we worked it in as soon as we could to get it checked out and gave you as much information as we and gave you an estimate. While we do our best to give a realistic estimate, there are times when we find other issues once we get into the repair. Once we found there were other parts needed, we both text and called to leave you several messages to get approval before we moved forward. As you may remember, that process took longer than normal and once you did approve it, we were able to get the job finished up for you. Regarding the diagnosis fees and the vehicle still having issues after repairs, the intermittent caliper issue that we discussed was a difficult one to diagnose since it was not acting up the entire time it was here, nor did it for the weeks that followed. As is standard in our industry, when vehicles exhibit symptoms that are not normal, our professional and trained technicians spend valuable time to properly diagnose and give you all the information we have at the time. The difficult thing that can happen is when an issue is intermittent and can only be caught when the symptom occurs because recommending parts to be replaced that have not failed is not the way we prefer to operate. This opportunity gives us a chance to review our processes and overall customer experiences. While we hope to exceed all of our customer's expectations, we also recognize that despite all of our efforts sometimes, it is just not attainable. We hope you are able to find a shop that can do that for you and wish you all the best.
- Topel's Towing & Repair, Inc.