I recently purchased a used 1989 Jeep Wagoneer. Fully realising that many used vehicles often need brake work, I contacted Stan's Auto Repair because they were a NAPA AutoCare Repair Center and I had a few electrical issues that I also wanted tracked down.
I made an appointment for Tuesday, 11 September and dropped my Jeep off that morning. I called that evening when I had heard nothing from them, and spoke with service manager/owner Rick Barthalma. Despite having my vehicle all day, they could tell me nothing in regards to either the braking system or the electrical questions. Again, Wednesday, no further report.
I finally received a call Thursday morning on my cell phone, Rick Barthalma stated that I needed a COMPLETE brake job and then gave me a laundry list of things they wanted to do that I never requested, including over $300 to replace a broken power antenna. I declined their service offers and requested that they only replace the blown fusible link that runs the power seats (I'm over 6 feet tall; my wife is a foot shorter than me), authourised them to change a burnt-out bulb in my fog lamps, replace a defective switch in my cruise control, and proceed with the COMPLETE brake job.
Then on Friday, I found a message on my voice mail that requested that I call Stan's Auto. I called on my way to work and spoke with Randy, a service writer, who stated that my right front caliper was stuck, and my left rear wheel was stuck and needed a need parking brake cable. Remember, I had authourised a COMPLETE brake job (rotors, drums, wheel cylinders, pads, shoes and CALIPERS). My Jeep is now inoperable as-is, and did I forget to mention that Stan's is also the tow truck operator in Loveland? My vehicle is now being held hostage because I didn't want to get their service package!
I agree to allow them to fix THEIR mistakes. They stated that the vehicle may not be done until Monday evening. I did some research on parts and book times (the most an ethical shop can charge) over the weekend. I found out that Chilton's allowed a maximum of 8 hours for the services I authourised. Logic states that I shouldn't have to pay extra for their ASE-certified mechanics' mistakes. Did I forget to mention that my 24 year old brother-in-law is an ASE certified master expert and a shop foreman for one of the largest dealer service departments in Upstate NY? My father-in-law is a parts manager for another large dealership in NY? My father and I both are former parts employees at NAPA and a chain bought out by Autozone? A good friend actually operates a NAPA AutoCare Center? In the course of my research, I found the NAPA's retail (MSRP) prices for all of the parts that I was being charged for.
I finally got a message on my voice mail 1/2 an hour before Stan's closing time on Tuesday, 18 September saying that my Jeep was done, over a week after dropping off my Jeep for 8 hours of service. I had to go to work early on Wednesday and was not able to pick up my Jeep until Thursday morning, 20 September.
When I was handed my service bill, I noticed that I was billed for 9.5 hours @ $85/hr, and was $99.90 over NAPA MSRP for parts. I complained that the bill was too high and that I would only pay for 8 hours labour and no more than NAPA's MSRP prices. After arguing first with Diane Barthalma, the bookkeeper, for a few minutes she brought Rick Barthalma over who then told me that I had to pay the bill in full or they would not release the vehicle to me, and that there was no law requiring limiting them on how much they can charge for parts or labour.in other words, "Pay our ransom or we will keep your vehicle and begin charging you an undisclosed storage fee." I then commented on their Better Business Bureau advertising and that I would pay their ransom and would also be notifying the BBB (I know, it's just a scam, but it got their attention). I don't know where the General Manager/Owner Sheldon Barthalma was during this whole process, but he showed up at the counter as I pulled out my wife's Visa card and stated that *I* had to pay cash they would not accept any other payment from me. Who carries $1500 cash on their person? I am new to Colorado and I was a new customer so we had no history other than my complaining about the bill.
I then argued with Sheldon and Rick for another half hour, and Sheldon agreed to knock off $85 (essentially labour for the additional work) and allow me to pay with Visa.
In the course of our argument, Sheldon began stating that he doesn't get a discount from NAPA so he has to charge a minimum of 30% on top of NAPA's list prices just to show a profit. That is simply untrue. Stan's Repair is a NAPA AutoCare Repair Center.in addition to free parts delivery, they get a minimum of 30% off NAPA's MSRP. My dad alone with a tractor, riding lawn mower, farm truck, and three cars gets over 20% off NAPA's MSRP.
Sheldom Barthalma also stated that since NAPA charges him so much he often seeks out other suppliers for parts. Again, let's not forget that Stan's Auto Repair is a NAPA AutoCare Repair Center. They are REQUIRED to use ONLY NAPA parts and ONLY have ASE certified mechanics work on customers vehicles. This is so that if some one has a problem with work performed by a NAPA AutoCare Repair Center any where in these united States of America they acn be serviced at any other NAPA AutoCare Center under a 12 month/12K mile parts and labour warranty. NAPA cannot be expected to warrant NON-NAPA parts! Sheldon and Rick are violating their NAPA AutoCare Repair Center agreement by installing NON-NAPA parts! I requested a copy of the NAPA AutoCare warranty, and they merely scribbled on the bottom of the invoice that parts and labour had a 12 month warranty, and insisted that only they could do the work not any other NAPA AutoCare Center. They also refuse to warrant parts purchased by the customer even if they are NAPA parts. They even stated that they charge their $85/hr labour rate for any time their mechanic spends waiting for the customer to replace NAPA parts that may not be correct or even damaged by the mechanic.
I then looked at my bill closer after finally getting my Jeep out of their clutches, and noticed that not only had they charged me almost $100 over NAPA MSRP, but several key components were NOT even NAPA parts. Rotors, pads, drums, and caliper hardware. These guys are dishonest operators and do not deserve any one's business. How many other people have non-NAPA parts from this NAPA AutoCare Service Center? How many vehicles have been held ransom when Stan's Repair's tow truck hauls them in for over-priced service. There are lots of repair shops in Loveland. Two have been highly recommended to me by members of my car club. Oh, did I forget to mention that my wife and I own four other vehicles? Looks like Stan's lost out on some good long-term business if only they were honest and did a prompt job, but I guess they believe there is more money is holding vehicles hostage via their towing business.
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