Hi Mr. Nguyen,
I recently asked for a review from you and received some concern that you had. I wanted to make sure I did not let it go unnoticed. I take all reviews to heart and learn from them, so I wanted to make sure I addressed what you shared, and shed some light on my findings.
1: "I was told that my car transmission oil was discolored even though the oil was changed less than a year ago"
Unfortunately as a new customer, we did not know the previous maintenance of a vehicle so all we can do is recommend based on our experience and what we can physically see. I'm sure you realize we do not pressure customers into repairs or give a "hard sell" experience. But if we see a particular fluid is discolored we will just recommend a fluid exchange based on that visual. We will then leave it up to the customer to determine if they are in need of one based on their known history of the vehicle. There are chemical tests that can be done on transmission fluid by sending samples of your fluid out, but the time and costs associated with it are typically not worth it. And it is very possible that the fluid is discolored shortly after a fluid exchange depending how the service was done at the previous shop, and how old the fluid was that was getting exchanged. If they did not have a special machine to cycle the old fluid out while pushing new fluid in, up to 60% of your original fluid may still be left in there. Or maybe they have the same machine we do, but if that fluid was 8 years old, it sometimes requires 2 fluid exchanges to really come clean.
2: "the oil filters used by Mark's auto was sub par compared to the cheapest oil filters one can buy at local wal-mart."
I am not sure what gave you that idea, but I can assure you that we use only high quality commercial grade WIX filters for all of our oil changes. A quick google search of the best oil filters will show you that WIX is always at the top of the pack. The most recent article I read placed our filters in the top 5 out of the 31 tested filters.
3: "Too many unnecessary repair recommendations."
Looking at your work order, I see that our recommendations were:
Transmission fluid exchange based on its color.
Spark Plugs at or before 80k miles, per your manufactures recommended service intervals.
Timing belt at or before 80k miles, per your manufactures recommended service intervals.
And we also recommend the Struts which are standard maintenance at 50k miles per your manufactures recommended service.
Typically we do not try to overwhelm customers with repairs, especially as a first time customer. But you came in just shy of your 80k mile service, and we did feel it was necessary to give you all the information that we could on your vehicle so you can make educated decisions moving forward with maintenance and repairs.
So as we look back on this, I hope you can see we were not trying to offer something that was not needed. But instead, we were just recommending preventative maintenance. We have a shop policy in place that we do not offer a service if we can not show why its needed. So I do apologize that we did not thoroughly explain in detail and show you exactly what we saw. Maybe with a little better explanation on our end we could of avoided loosing your trust. I know that's something we will probably never get back, but I would like to offer a sit down where we can go through all your concerns in person and thoroughly research all of the details involved. I am sure we would be able to eliminate any of the "uneasy" feelings you have towards us.
Thank you for reading my lengthy response and sharing your opinion. It allows me a chance to truly understand why I lost a customer and do something about it. But I do hope we are able to earn your trust back in the future!