consumer alert

I had the worst consumer experience ever in my life

and was treated with a level of disrespect and

unprofessionalism that was just appalling.

I took my car in today, on a beautiful day, to

Complete Automotive Repair Service Inc (C.A.R.S.) in

Sleepy Hollow, NY 10591 and was greeted by a Dan

Torena. I requested what I assume is about the most

simple service offered by any car shop- an oil change

and change of my air filter. I explained that on my

last oil change they had recommended changing the air

filter and on their counter they had a "special

rebate" offer to get a complete oil change with oil

engine cleaner and air filter for $43.98 (then you

send the rebate in by mail). I also explained to him

that I previously had a minor leak from the oil tank

that had resolved since adding a sealant. I asked him

if we should repeat this to prevent it from leaking in

the future and he told me that was not necessary.

Based on that, I requested the complete oil change

service with filter change and was told my car would

be ready in 15-20 min. Meanwhile, I had a

conversation with my Dad on the phone, who explained

the engine oil cleaners have solvents that would

dissolve the leak protector I had added (that worked

so well). I went back to the shop 20 min later

figuring it would be too late to ask them not to do

the engine cleaner, but saw my car was still elevated

in the shop. I politely explained to Mr. Dan what my

Dad had told me and asked if it would be possible to

not do this step. He rudely said "it's too late- it's

already done", then he went on to say that it was not

true what my dad had told me and that the engine

cleaners have sealants and it wouldn't cause my leak

to return. I asked him "if it does leak again, can I

bring my car back?" He immediately got on the

defensive and said of course they couldn't guarantee

that my car wouldn't have a leak. I never asked him

to guarantee anything (although I would imagine a

good, reliable car shop would guarantee the soundness

of their services- especially since I had clearly

explained about the leak problem). I asked him then

to be sure could we add in a sealant to be on the safe

side. He said sure- as if it was no problem. Didn't

indicate at all that this would be an extra charge or

how much.

When my car was finally ready ~ 45 min after I had

dropped it off, the bill was $55.02. He charged me

$26.97 for the additive and $1.99 for windshield wiper

fluid. I asked why the bill wasn't the promised

$43.98 and he (again, rudely) said it was because I

requested the extra additive and tax (and he'd already

applied the discount). I said, fine. Made no

complaints and paid my bill. As I was waiting for the

receipt, I asked how everything was (since supposedly

they do a 36 point check on the car). He said

everything was fine. Ok, then. As I was leaving, I

realized there was no air filter on the receipt. The

oil change and the air filter change was what I had

specifically requested. Figuring it was just an

oversight on my part, I went back and asked if he had

done it. He said "no- you never asked us to change

it. You asked me to check it". Not true, but ok

then, so I asked "well, does it NEED to be changed?"

He said "yes". I said, but you just told me

everything was fine- that the car didn't need

anything. What unfolded after that is enough to close

the business to any future customers. He shouted at

me, called me names, said I changed my mind 50 times

like all women, and spit on my face while he was

yelling at me. I remained calm and with wide eyes

from bewilderment, told him I was sorry if there was

any confusion, but could he please change my air

filter as I had first requested. He went on to say he

wasn't obligated to do anything. I said fine... went

back to my car, thought a little and looked over my

receipt again. It clearly stated under customer

remarks that I had requested the air filter. I went

back in with as friendly a demeanor as I could muster

up and asked one of the workers if he would please

change my air filter. He said I'm sorry m'am, but

it's up to him. So I asked Mr. Dan again to please

just change my air filter and showed him the receipt

where there was no question I had requested it. I

told him I didn't think there should be an extra

charge since I clearly requested it. He got even

angrier- called me more names. So I said, ok, how

much is it going to cost me? He said "probably more

than $100 'cause I don't like you". Then went on to

say that I would never be allowed back in his

business. I said I didn't want to come back either,

but had never been treated in such a manner or ever

been "banned" from a business. He said "good, well

this is the first then to teach you a lesson". As I

was walking away, feeling like maybe I should call the

police, or file a report on his unbelievably rude

treatment he shouted, "you know what, I don't even

want your money, I'll refund you all your money" I

said, great- I never even remotely asked for a

refund, but I'll take it.

Who knows if he really refunded my $55 for an oil

change (WITHOUT the filter), but all consumers BEWARE!

This guy was the rudest, most disrespectful person I

have ever encountered in a service profession.

PLEASE take your business elsewhere.

Comment On This

I know Dan Torena very well; have been a customer there for many years. He is simply the MOST COMPETENT, friendliest, MOST ACCOMODATING, fairest, and most honest auto mechanic I have ever dealt with... And I have dealt with a lot of them. I have had several cars over the years; he has serviced all of them with excellent results. Not one single complaint against this guy whatsoever. Additionally, he runs the best auto repair shop in the area, BAR NONE. This lady must be rude or big pain in the neck.