We've been happy Rolf's customer for several years up until recently.
We developed a problem with the auto door locks on our VW Eurovan. After a day in the shop, new parts were ordered for two of the doors. 1 of the parts came in a day. The door was repaired & the van returned to us. When the other part came ~3 days later, we brought our van in to repair the other door. When we picked up our "repaired" van, we were charged roughly $1000.
Shortly afterwards the door again began malfunctioning and this time the van was in the shop for 4 days while replacement parts were in transit. Once the parts were installed the door was finally fixed. I was told that this last trip to Rolfs was due to a spring not being installed the first time around which caused the replacement part to break. Even with half the labor costs taken off the bill we still were out an additional $200 dollars. We shouldn't have been charged for parts or labor since this last repair was due to a part not being installed correctly. Even if the part was defective, we shouldn't be charged. The manufacturer or parts distributor should.
Not only were we overcharged, but we were without our van for ~6 days. Finally, to add insult to injury, we immediately began having problems with starting the car after the last repair and found the overhead dome light had been switched on while in the shop. I ended up replacing the battery at an additional $180.
Rolf's will not work on the Eurovan again and we'll be taking our van elsewhere from this point forward. We'll also be writing online reviews and telling our friends not to use Rolf's. We used to be happy customers, but not anymore.
RESPONSE FROM Rolf's Import Auto Service:
Scott,
First allow me the apologize for the experience you had at the Fife location and thank you for taking my call. I thank you for your honest feed back and appreciate the opportunity to listen to what you had to say. You allowed us learn from our mistakes and be able to better to listen and communicate to our customers needs. We should have listen better to the information you had gathered and relayed it better to the technician, We could have communicated better on the fact that some vehicles parts are harder to source and can take longer to receive and should have never charged for a component that could have questionably been damaged from one of our technicians. As I stated in our conversation, I have a issued a reimbursement check for the last repair in question. We do hope that at some point we may be able to again service and repair your vehicle. Please, if for any reason you have questions about your vehicle or would like to reach me please feel free to call 253-584-7770 or email servicedesk@rolfsimport.com.
Sincerely,
Mark S Simons
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