1 /5 Erin Austin: Very disappointed with the service I received here. I brought my Jeep in last month for maintenance —it needed new spark plugs, and the check engine lights and ABS lights were on. I wasn’t sure what the issue were, so I dropped it off for diagnostics. They explained that they would run a code scan and contact me with the findings. I was provided regular updates and approved each step of the investigation until the issue with the check engine light was identified. Once that was identified, I opted not to have them continue scanning for the ABS light and just fix the issue with the check engine light. That part of the experience was handled well.
However, I had to return a few short weeks later for a NYS vehicle inspection, and this is where things went wrong. Since the ABS warning light was still on, I assumed they would once again scan the system, inform me of the issue, and ask if I wanted to proceed with repairs—just like before. Unfortunately, that’s not what happened.
Instead, they went ahead and disassembled parts of my Jeep without contacting me first. In doing so, they broke two components due to rust, which then led them to declare the vehicle “unsafe” and “undriveable.” I was shocked to receive a call Monday morning informing me that repairs would now cost $1,500 just to reassemble the vehicle and have it pass inspection.
What frustrated me most was being told that if I hadn’t asked them to investigate the ABS light, they never would have taken it apart, and this situation wouldn’t have occurred. I feel this could have been avoided with clearer communication and proper authorization before making significant changes to my vehicle.
When I asked why my Jeep had been taken apart, I was told it was because I "asked them to." At no point did I ever authorize or request that my vehicle be disassembled. This action led to previously intact, but rusted, components breaking—making it impossible to reassemble the vehicle safely.
To be clear, I fully understand that the rusted hardware on my Wrangler is not the fault of the establishment, and that is not the source of my frustration—despite their apparent belief that it is. My frustration stems from the fact that the vehicle should never have been taken apart without my explicit approval, especially when doing so resulted in a significant repair cost that I was not prepared for, particularly after having just paid them $1,000 only a few weeks prior.
One of the employees informed me that they could possibly "rig" the Jeep—though it was unclear what that actually entailed—in order to get it safely off the lot. However, I was told it would not pass inspection unless I agreed to the $1,500 in repairs they recommended.
During a phone conversation, I became frustrated and admittedly raised my voice. I acknowledge that it wasn’t an appropriate way to handle the situation, I was simply trying to get clear answers. In response, I was told—and I quote—“If you don’t stop yelling, I’m not going to pass your vehicle for inspection.” That was shocking to hear. I was unaware that a customers emotional response could impact whether or not their vehicle is deemed roadworthy in the state of New York.
After that comment, the call ended abruptly. I was told the employee lost cell service…
I began documenting everything via email to ensure there was a written record. All phone conversations were witnessed by others, who have since provided written statements regarding what they heard. I have contacted the NYS DMV, filed a complaint with the Better Business Bureau, and submitted a report to the NYS Department of Vehicle Inspections.
When I arrived to pick up my Jeep—after they said it had been "rigged" together so I could safely drive it off the lot—not a single employee could clearly explain what had been done, what was "rigged," or what condition my vehicle was actually in.
This business appears to take advantage of customers who may not question what’s being done to their vehicles.
Also, I brought my vehicle to another shop; it passed inspection with no issue
