Kacal's Auto and Truck Service
I sent a glowing review for Kacal’s on February 23, 2018; I was truly hasty in sending it so quickly. I sent the review after I picked my car up, but before I actually drove it. One of their employees drove it home for me. I haven’t changed my opinion of the Customer Service; it was great. But great Customer Service doesn’t cloud my judgement or my ability to be logical. See my story below. Feb. 16th - Dropped my car off b/c it was making a rattling noise (before heading out of town). A very nice employee took me home. Feb. 19th – Called to get the diagnosis and estimate to repair. I gave them permission to repair ($2,500). Feb. 22nd – Picked the car up at closing. The same very nice employee followed me home in my car. And I drove her back to the shop in a borrowed car. Feb. 24th – Drove the car to the bank and to the cleaners and a light came on (a triangle with an exclamation point inside). It didn’t ever go off. I took the car home and parked it b/c I still had a borrowed car. This was on a Saturday, so they were closed. I accept the responsibility for not driving it right away, but the weather was bad and I didn’t take the time to change the cars around in the driveway. Feb. 26th – I called early on that Monday morning and told Rick about the light and asked if maybe they touched something when replacing my motor mounts. He told me to bring the car back in so that they could check it out. Feb. 27th – I took the car back. I also told Rick that the car was still rattling. They looked at my car and told me that it was something totally different and it would cost $1,300. or $1,900 to repair whatever caused the light to come on. They couldn’t figure out what was causing the rattling. I asked Rick if it would hurt anything for me to drive the car with the light on b/c I didn’t have the money and I would pick my car up. Mar. 5th – Picked my car up during my lunch break. While waiting my turn, I overheard a customer leaving his car for an inspection. I told Rick that my Inspection sticker expired in March and asked if the light would keep my car from passing Inspection. He told me “No”, and they could inspect it that day. I told him that I would bring the car back b/c I had to get back to work. I drove my car and noticed this horrible shaking every time I hit a bump or any kind of rough patch. Mar. 9th – Took my car back first thing in the morning, and when I walked in and the employees spoke and asked how I was doing, I told them that I felt like a “bobble head” doll. I also mentioned that the car had not been driving like that until I picked it up from there earlier that week. Rick was busy, so Miguel ended up helping me. He was just as nice and pleasant as Rick. He told me that they would check it out. I waited in the Waiting Room until Miguel came and got me and took me out to the car to speak with the Technician. The Technician was also very nice; he performed my Inspection and told me that he thought that he had found the source of the “shaking”. Miguel told me that he would work up an estimate to repair the shaking and email it to me. I left in the car and went to work. Later that day, Miguel sent me the estimate for $5,935 for 2 major things that needed to be repaired. He told that they needed to drive and check the car out more to make sure that they had an accurate diagnosis. I told him that I didn’t have that kind of money and that I had no intention of spending that kind of money on a car that old (2005 Honda CRV). I also told him that I may as well struggle and buy another car b/c it doesn’t make sense to invest that kind of money into a car that old. I agreed to give Kacal’s the benefit of the doubt and bring my car back and let them access the problems thoroughly before “writing them off”. Mar. 13th – Today, I dropped my car off to be accessed. The nice employee drove me to work; I told her and Miguel that I wanted her to take me in my car so that someone (other than me) would drive it on normal streets and on the freeway to see what I have been dealing with for the past few days. The car doesn’t feel safe. If you hit a bump, it bounces across the street lines into the next lane. I asked the employee to please give them an accurate report of how it drives on normal streets and not on recently paved ones (like those around the shop). Miguel has sent me a new “much lower” estimate ($1,200). I told Miguel that I had lost my confidence in Kacal’s b/c they are supposed to be the SME (Subject Matter Experts) and they should have told me about EVERYTHING that needed to be repaired when I dropped my car off the first time. And there is the fact that my car was not shaking like that until I picked it up from them the second time. To make matters worse, when I told my mother what was going on with my car, she said that the same thing happened to her when she took her car there. She is the person who referred me to Kacal’s b/c of the good Customer Service. I see a pattern that I don’t like! I would like the owner to drive it and let me know whether or not he would be comfortable letting his daughter, wife or mother drive around Houston in that car or one that drives like that. It truly feels dangerous.
Dear Shasta, We apologize for the inconvenience and any confusion. Despite the mishap, we appreciate the opportunity to correct this mistakes. We look forward to your business and as always, please feel free to contact us with any questions or concerns. Thank you
- Kacal's Auto and Truck Service