Very disappointing experience. I brought my vehicle to Glenwood Auto Service because it was hesitating while driving, especially on the highway, and the check-engine light was solid but would sometimes blink while I was driving on the highway. After the diagnosis, I was given an estimate of approximately $2,400 for the recommended repairs. To be completely fair about the timeline, on Thursday shortly before closing, I initially told them over the phone to proceed with the work. However, I was told by another advisor that the work would actually start Monday because they close early Friday. About 30 minutes later, I changed my mind and emailed Anderson, my service advisor, specifically telling him not to proceed with the repair. I emailed because the shop was already closed, and I wanted my request documented before the work was scheduled to begin. The next morning, I called Anderson first thing. He told me, “Oh shit, I didn’t check my email. The mechanic has already started the work.” I was then told that even though I had emailed asking them not to proceed, I would still have to pay the full amount because the mechanic had already started the work. I understand that I initially gave verbal authorization on Thursday. However, I withdrew that authorization approximately 30 minutes later and put it in writing before the work was supposed to start Monday. The fact that my email wasn’t checked should not become my financial responsibility. And honestly, the most confusing part came AFTER I paid. Why would you return my car to me with the check-engine light still on? Isn’t that literally the reason I brought the car in for diagnosis and repair in the first place? I genuinely don’t understand how a vehicle can be returned to a customer with the same warning light still on after paying $2,400+ for repairs related to the issue. Isn’t that a safety issue? I was so confused that I brought the vehicle back. I was then told there was apparently another issue involving a valve and that I could potentially be looking at another $4,000+ repair. I have spent thousands of dollars and the original problem still hasn’t been resolved. My biggest issue isn’t just the money — it’s the communication, authorization process, and lack of accountability. I expect a repair shop to clearly explain what they’re repairing, what the repair is expected to resolve, and why a vehicle would be returned with the same warning light still illuminated. Waste of time, inconvenience and complete scam with customers! 5 stars to shuttle drivers⭐️
Vartika, you were told there were multiple codes set in your Mercede's computer, that were unrelated, and further issues may need to be resolved after the driveability issues were repaired. The driveability issue had to be repaired before the other issues could be diagnosed. Prior to your email, you and Andy had been texting for all communication through our business texting service, and those we do see immediately. Why did you decide to email Andy instead of texting him. I am sorry you are unhappy, your Mercedes had multiple issues.
- Glenwood Auto Service