Kathleen M Ftj
map-marker Mount Morris, New York


My SUV, an Isuzu Ascender, was having a lot of issues so my husband took it to the dealership we purchased it from new because they have a 'reputable' service center. He can fix a lot of things on a vehicle at a fraction of the cost of a mechanic so asked them to do a full diagnosis of everything and anything wrong with the car but not to fix or replace anything, dianosis only. They said they could do that for $198. so he took it in. They called and said they had diagnosed the car's problems and could fix it for $609. and that price included the diagnosis fee. We said go for it. Ofcourse when we picked it up, they charged us over $700. but we paid and I left and my husband drove my car. He was only 15 minutes out of that shop a and the car broke down. He called them and they sent a tow truck and apologized profusely and promised to make it right blah blah blah. The tow driver wouldn't give my husband a ride and left him stranded on the highway in the dark without a coat in late November in NY! He had to walk more six miles to a friend's house who then gave him a ride home. He is in good shape the walk wasn't a big deal to him but it's the principle of that and he was very cold.

So then they called a week later and say the car is fixed... BUT... the brakes are dragging/sticking, this is wrong, the calipers need something or other, and so on.....my husband says "you passed inspection on that car with sticking brakes?" They answered that they called New York State Inspection and were told they could pass inspection on bad brakes. I was astounded so called NYSDMV Inspection and Repair complaint division and asked about it. They told me no they would never say that but that the main issue isn't them lying about what can pass inspection but that I should be concerned that I paid to have a full diagnosis of my vehicle and full repair of the vehicle passed on that full diagnosis...and that the car is still not working. They want me to file a formal complaint so they can investigate on our behalf. So we called them and told them to fix the car as promised and paid for.

It's been three weeks. I have written emails and today the service guy writes me an email full of lies and disclaimers stating they never said this or said they would repair the car. But they've put over 200 miles on it and they've had it for over three weeks now. He wants me to come get it as is. It's not even driveable now and it was when we took it there! He says that the diagnosis was only for the brakes. We already TOLD HIM the brakes were acting up, we paid almost $200. for a diagnosis of everything wrong with the vehicle so we could know what we were dealing with and determine if it were worth the expense. I am really upset now that the Service Manager, Lou Muto, for The Dorschel Automotive Group has sunken to lying to back out of having to repair the car as paid for already! This is how they 'make it right?' This is "The Dorschel Difference?" - That is their advertising slogan. Clear. Simple. Different. The Dorschel Difference. The Dorschel In-Difference. I have written to Rick Dorschel several emails without response. Indifference to his customers pleas for help. Christmas time and I have been without a vehicle since mid-November. I am in tears and my vehicle is still not repaired and now they are lying trying to get out of doing what they promised to do and were paid to do. If they didn't diagnose all that was wrong with it, then that is their mistake and I shouldn't be punished for it. I paid them for a full diagnosis and if they didn't do it, that is just another rip off I paid for! BUYER BEWARE. This used to be a reputable company but from my own experience, they have been a nightmare.

What would you do?

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