FALCONER AUTO REPAIR

5/6/19 After checking the details of your RV visit, I will address each of your concerns. The tech's time for inspection was .6 hours per ticket punches and is a typical time for this process. There was an additional .45 hours of tech time for a tire issue that you requested we look into and was repaired. Any additional time that you were here would have been for processing our paperwork or discussing your repair order. Your vehicle failed for excessive looseness in the kingpin based on NY State safety regulation. This spec is defined by manufacturer/industry standards. It is my understanding that you were shown a video of the kingpin movement with clunking sound. While it may not seem like much movement, these specs are measured in thousandths of an inch (.010"-.012"). The same tech that inspected your vehicle last year performed this inspection, and he is an ASE Master HD Tech. We charged you the fixed $20 fee for the State Inspection performed, and a small amount for the tire removal, tear down and repair. We are sorry for your disappointment; however, we are following NY State safety regulations. Our business model is based on treating customers with respect, and our success with many long term, loyal customers this past 14 years speaks for itself. Should you wish to speak with me further, I would be glad to personally talk with you. Ronda Whitford, Owner Initial Reply: 5/3/19 Thanks for your feedback Robert. We welcome input from our customers!! Failing a state inspection is never welcome news. Our policy is to provide 100 percent of vehicle info to the customer and let them decide from there. I promise to research this on Monday and respond then in more detail within 48 hours. We take the privilege of our facility inspection license and our techs' inspector credentials very seriously. We also should have provided you with photos or video of the inspection failures along with tech notes per procedure. Respectfully, Ronda Whitford-Owner

I'd like to thank you for your feedback as we welcome and value it. I will personally be researching your repair history and responding back to you in the next couple of days. If you have any specific details you'd like to share, please email me directly at [email protected]. We apologize that your experience was not what you expected. Ronda Whitford, Owner

Thanks for your feedback Angela! We welcome and take what customers have to say very seriously. I created this business model based on my own negative experiences with car repair as a young woman. I researched your repair history, especially because we typically get rave reviews from female customers. According to our records, you were here once almost a year ago for a NYS inspection and your 2008 Chevy Cobalt failed for multiple safety items. We also made 1 recommendation for a broken exhaust hangar repair. I apologize for the quality of the images on our digital process - it was new to us and has now greatly improved. Pricing satisfaction can depend on what you are looking for in a repair shop. No, we are not the cheapest shop in town. We provide value to our customers in our level of customer service, quality of work and parts, and our parts/labor warranty among other things. An audit of your estimates revealed that pricing done by our service advisor was accurate. I also ran a regional pricing comparison and our estimate total was $200 less than the low end range price of other shops. You can see this for yourself at www.RepairPal.com. Please feel free to email me at [email protected] if I have not addressed your concerns to your satisfaction, or call 716-665-2501 x115 or x112 to discuss this further. I also recommend you read our other customer reviews on our website https://www.i86autorepair.com/reviews and Google. These are gathered by a 3rd party company and posted directly to our website without filtering of any kind. Respectfully, Ronda Whitford - Owner.