I dropped my 4Runner off for a synthetic oil change last week and after my vehicle was inspected I was told I needed my air and cabin filter replaced. I realize these filters require frequent replacement so I agreed. I wouldn't have agreed if I would've known my bill would come out to $220. The price of the air filter alone was marked up almost 300%, which I suppose is understandable but when I asked why I was charged so much for labor they tried to explain to me that my cabin air filter is difficult to replace. I've replaced it myself many times and it's never taken me more than five minutes - and any YouTube video can back me up. If that wasn't bad enough, when I took my vehicle home I popped the hood and immediately realized my hood latch had been broken and poorly repaired with zip ties. This is something that should've been brought to my attention post-service. The only positive thing I can say is that their customer service was great. George attended me really well, which is a shame because I was really looking forward to having this be my main shop. I will not be coming back.
Jose, thank you for the opportunity to work on your 4Runner and we would like to apologize for any inconvenience or miscommunication that occurred during your visit with us. You are correct in your assessment of our cost for your air/cabin filter replacement. We use only the best parts and filters available that also come with an unmatched warranty. We understand you may be able to find a cheaper filter elsewhere, but the difference in quality is substantial. As far as the labor cost, we again apologize for not explaining that as clearly as we should have, and we would be happy to refund you the labor cost due to this miscommunication. We would also like to address your claim about the hood latch. We have been in business for 50 years and have an A+ rating with the Better Business Bureau. We wouldn’t be this tenured or have these accreditations if we didn’t take responsibility for the rare occasions we make a mistake during service. If we broke your hood latch, we would let you know and repair it at no extra cost. But, at no time during your service with us was your hood latch damaged. We have attempted to reach out to you, and would love the opportunity to speak with you directly regarding your experience and refund the labor cost. If you could, please give George a call at (956) 682-4278 at your earliest convenience.
- Stutz Auto Service Inc