ComplaintsforPro-Tec Auto Repair

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2nd of 2022, around 8am I took my car to Pro-Tec auto repair off of ***************** in ***************. I was trying to get a leak fixed on my car. I talked to a man I believed named ***** about my warranty that I have regarding the leak and he said that I should of told him where the leak was. I paid for a diagnostic and for the full repair but he said my warranty wouldnt cover it. He eventually agreed to look at the car so I left the car there and went to work. When I got my car back the entire back window was shattered into pieces. When I went to question the mechanic about what happened, he was extremely rude. I asked him if hed saw it and he said no. He parked my car in a bank parking lot outside of the reach of the shops cameras and it was backed into a spot. I asked him how he backed the car up into the spot and he said Im more of a mirror looking guy. Smiling the whole time he suggested someone vandalized my car. I believe the man who worked on my car broke my window. I called the police but nothing was done

  Business response

  01/03/2023

  We here at Pro-Tec sincerely apologize for any inconvenience caused the event described. We are here to bring vehicles to a better condition prior to coming into the shop. I have reviewed our camera footage from January 2, 2023 between the times of 9:40am and 10:20am. The vehicle in question can be seen coming into the shop from the front camera, rear window glass not broken. The vehicle was in our last bay, and our shop camera in in the opposite corner of the shop so only glimpses of the vehicle can be seen in the shop. The vehicle is seen exiting the shop shortly after and the rear window is still in one piece. It is unfortunate with our small parking lot and heavy work load that alot of vehicles are parked out of camera view. This vehicle was initially parked in the apartment parking next to ** before coming into the shop. Once we brought the vehicle out of the shop it was parked in a spot between the gas station next to ** and the bank next to them. We frequently use both the apartment and bank parking as overflow. Unfortunately this vehicles rear window glass seems to have been broken between when it was parked after being in the shop and before the customer picked it up. Pro-Tec stands behind all of its workmanship and everything its employees are responsible for. However, there are unfortunate circumstances that are out of our control (weather, other drivers, etc.) for which we can not be responsible. In this case it is a broken rear window glass on a customers vehicle that happened while the vehicle was parked and not in the hands of any employees. 

  Customer response

  01/08/2023

  Complaint: 18672248
  
  I am rejecting this response because of the following: the lack of parking that Pro-tec has is not the responsibility of the customer. There was no communication between Pro-tecs employees and I regarding overflow parking. Additionally, there were no consent forms signed permitting Pro-techs employees to park my vehicle 2 parking lots away from the shop. When customers drop their cars off at a shop, they expect to get it back in one piece. If Pro-tec wishes to use other parking areas as overflow, then additional cameras are needed to ensure the safety of their customers cars. The lack of surveillance of the vehicles Pro-tec agrees to take in is unprofessional, negligen, and quite frankly unacceptable. If pro-tec is too overflown with cars and overwhelmed to the point where they cannot monitor cars under their care, some communication needs to be made about overflow parking and consent needs to be given by the customer. Therefore some responsibility needs to be taken on the behalf of Pro-Tec and their lack of professionalism.
  
  Regards,
  
  ***********************

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