Kamelia Tpg
map-marker Ohio, United States

Deceptive practices. Beware of this place.

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This is my full review of Roger’s Garage, 4040 St. Paris Pike Springfield, OH. I have the necessary documentation to verify all claimed repairs. On Tuesday September 8th I dropped off my 1991 Ford F-150 Lariat XLT with a list of concerns at their newly opened Enon location, but provided no signature authorizing repairs. On September 9th I went and spoke to the Enon mechanic Keith regarding the truck. I informed him in no unclear manner that I wanted a written estimate before any service was performed, as the truck was a recent purchase, and if repairs would exceed a certain amount it was going to be returned. Further, the vehicle had a warranty that required prior authorization and written estimate prior to work being performed. The following week September 16th I spoke to Keith again who started listing possible issues and I again reminded him that I needed a written estimate prior to work being completed. On Friday September 18th I was called and asked if the vehicle could be taken to their main office at 4040 St. Paris Pike, I agreed and stated “As long as I get the estimate before they actually fix anything.” I was assured by the woman on the phone that it would not be a problem. September 23rd, I called to check the status of the vehicle and was informed they had not yet gotten to it, but would be doing so the next day and to call back. September 25th I called and spoke to Mike who informed me that he did not know where progress stood, but that he was aware that work had commenced. I asked why I had not been informed prior and was asked if he could have Todd call me back. When Todd called he stated that the front end issues, the rear seals, and the ignition switch had been done; that the only remaining work was the passenger side window regulator and door lock actuator where the only remaining issues. I asked why they had not asked for authorization prior to the repairs being done. Todd informed me that when they take apart a vehicle to check for issues it is there practice to repair issues because, “It doesn’t make sense to take it apart and put it back together, just to take it apart again.” I again reiterated that I had not given authorization and that I had needed the estimate and preauthorization for the warranty. At this point Todd told me “We have to move forward because the work’s already been done, I mean we can put the old parts back on and you can come get the truck, but it won’t run and will need to be towed.” Essentially telling me I had two choices, let them finish the work or let my truck be dead. I spoke to another mechanic that evening, who informed me that what Todd had told me was incorrect and that without authorization he is required to restore my vehicle to the condition it was delivered in, and that he could not just say that it would not run. After researching ORC 109:4-3-13 I decided I would go into their office and reclaim my truck, September 29th, as them performing repairs prior to getting verbal or signed authorization was a violation of the law. I went in and offered to pay the cost of getting the estimate and for the window regulator and door actuator, but would not pay for the repairs done prior to authorization. The woman working the counter acted as though she understood and that we would work together to create a resolution. However, this was apparently just a way of stalling until Todd could return, as once he arrived she and him became rude and unwilling to work to resolve the issue. When I told Todd what they were doing was illegal and showed him the law, he stated that “I’ve been doing things this way for over thirty years and I am not going to change it every time the law changes just because one person complains. I am going to have 300 vehicles through here this month and you’re going to be the only complaint.” At this point I informed him that I would take legal action if necessary and his response was, “Go ahead, take me to court, it’s your word against mine and who are you?, no one.” I ended up having to involve the Attorney General’s office, after several negotiations through the Attorney General’s office Todd Rogers took the bill from their estimated $3200 - $3500 to $1477.91 including tax plus $410.00 from the warranty. They agreed the parts would be the only charge, and that all service fees would be removed from any disputed work. However, apparently Todd Rogers thinks he had the last laugh. Here are the list of concerns, and their repairs. • Engine stalling, claimed they could not duplicate this issue. (However it stalled again twice this morning, and the check engine light turns off and on intermittently.) • Oil getting into air intake, changed PCV valve, seven dollar part ten minute fix. • Windshield wiper switch only had fast and off, no intermittent or washer fluid setting. (Roger’s states the part is discontinued and a replacement or updated solution did not exist.) • Accessory position does not function on ignition switch, replaced ignition switch. • Passenger door lock actuator and passenger window regulator, both replaced. • * Disputed* Suspension check. (Replaced upper and lower ball joints and axle joints without prior authorization. Steering is now loose with an excessive amount of play in the wheel. Parts do not appear new just re-lubed.) • *Disputed* Rear axle seals. (Replaced without prior authorization, Keith stated they probably needed replaced, but was told that the written estimate had to happen first.) • *Disputed* 4x4 shifter would not shift into neutral or 4L. (According to Keith he lubed the linkages and got them starting to move. According to the final bill they removed the shifter and assessed it, but provided no specific remedies. However, upon examination the 4x4 transfer case was devoid of any oil and the shifter is still extremely stiff. Transfer case’s bolts appear to have never been removed, showing that the 4x4 transfer was not opened to assess for repair.) • *Disputed* Did transmission inspection and supposedly replaced a transmission gear detention lever. (No prior authorization given. Vehicle’s transmission fluid was extremely low upon checking fluid level after the vehicle’s return.) • As a final slap in the face the vehicle was used to haul what appeared to be personal trash while it was in the possession of Roger’s Garage. The vehicle had drywall, a broken ceiling fan, a screen door, and other odds and ends of trash that was not in the vehicle at drop off. There is video graphic evidence of this trash in the vehicle. During the negotiation process Todd Rogers falsifies statements, evidence is documented. He claimed that he had no idea where I got the $3200-**** dollar estimate as no estimate was given. However, during the September 29th encounter I was given a work order that had no dates of service, descriptions of the above service claims, and the above listed estimate, it is available for inspection. Records of all e-mail communications with Roger’s Garage post September 29th are available for inspection upon request. All e-mail communications between the Attorney General’s office and myself; as well as the Attorney General’s office and Roger’s Garage are available for inspection. The vehicle will be getting detailed pictures of supposed work done in areas that can be accessed with the tools available to me, and a full inspection will be done by a fully trained, licensed, and reputable mechanic, as to whether the claimed disputed repairs were ever actually completed. All pictures, videos, documents, and secondary inspections once completed will be available upon request. Anyone who has had similar issues or any issues with Roger’s Garage are asked to step forward and make their issues known, not only to the public but to the Attorney General’s consumer protection office. People who take part in deceptive practices as Roger’s Garage has, need to be reported and shut down to prevent others from being put in a similar situation.
View full review
Loss:
$1477
Cons:
  • Poor communication
  • Deceptive practices
  • Unprofessional behavior
Reason of review:
Deceptive Practices

Preferred solution: Shut down, or remove owner operator Todd Rogers from the company permanently.

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