My husband and I were customers at PACC Automotive for several years until an incident happened a few months ago. My husband took my Jeep in for an oil change and tire rotation. Not even a mile after picking up the Jeep the driver side rear wheel completely fell off. After calling AAA, the vehicle was dropped back off at the shop later that day. We received a call the next day from the manager during which he informed us that they put the SPARE tire on the Jeep and it was ready to be picked up. Shocked, my husband kindly asked for the wheel to be fixed and put back into the same condition it was in when initially dropped off. With some reluctance, the manager agreed to restore the wheel to its original condition stating that it would take several days to hopefully find the correct wheel. I later learned from another mechanic that the part replaced was the rotor, not the wheel. Meaning the manager initially tried to give the vehicle back to me with a broken rotor and a spare tire. This was the first instance of dishonesty but would not be the last. When arriving to pick up the Jeep, my husband and I asked for confirmation it was safe to drive and the manager told us yes and that he had personally test driven the vehicle for 20 miles after the labor was performed. After checking the odometer with the original receipt we found he had only driven it about 5 miles max. After enduring this ordeal we requested a refund on the service which was performed incorrectly resulting in this dangerous incident. Instead of being issued a full refund, we were offered a 100 gift certificate for our next service. Needless to say, our trust was broken and the gift certificate was not worth anything to us as we had no plans to return. We respectfully declined the gift certificate and again asked for a refund, to which we were told this was not possible for some odd reason. The manager said he would talk to the owner to see if it was possible and that we would hear from the owner in the coming week, but that was another lie. We also tried contacting the owner directly and of course never heard back. I understand mistakes happen, but the way it was handled was shocking and was the main reason why we decided to move on. They are dishonest and tried to do the bare minimum possible to fix the situation to avoid a lawsuit. Additionally, the manager acted very nonchalant about it and didn’t even apologize. DO NOT ever take your car to PACC auto.
Bob said they are personable and got him in and out on time. They are good people and he has recommended them to many others.
Recommended
JA
JOAN A.
Fillmore, CA
Honda Accord
08/25/2012
Verified Customer
Qualified mechanics; great customer service; fair pricing
I have had my Hondas serviced by PACC for over 25 years. I can't remember ever taking my car back because something was not fixed properly. Qualifed, trustworthy mechanics, knowledgeable staff at the front counter who provide great customer service and answer questions intelligently and accurately, fair pricing when compared to dealer and other repair shops. You are the best!
Linda said they always take good care of her. She said she trusts them. They have good employees. Her late husband used to tell her when she finds a good mechanic, she should keep them.
Spoke with Heather. She said the person assisting her wasn't serious and made little comments. Also, she stated she wouldn't recommended the business because of the level of service.
Not Recommended
US
Umar S.
Santa Clarita, CA
Honda Accord
08/20/2012
Verified Customer
Category: Service
Spoke with Camille. She said this business is quick, courteous and they are nice.
Thanks Dan
Mike at the top of his game everything was GREAT
Recommended
SB
SHIRLEY B.
Acura 3.5RL
08/17/2012
Verified Customer
Like "Cheers" - everyone knows my name
I have recommended Pacc to many friends and family and everyone thanked me!
Recommended
DT
DAN T.
Santa Clarita, CA
Infiniti G35
08/17/2012
Verified Customer
Put a hole in my seat and never followed up with me.
They do good work for reasonable rates, but they are very unresponsive to customer issues.
Not Recommended
DW
Dylan W.
Santa Clarita, CA
Mercedes-Benz C240
08/17/2012
Verified Customer
Category: Service
Dylan said he would definitely recommend this business. He said their waiting area has air conditioning and they are fast. He said this time they told him the work would take 45 minutes, but it only took 20 minutes.
The guys at PACC automotive are always very friendly and honest. They keep their prices as low as possible and do their work quickly and very well. I've been going to them for several years now.
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