I am extremely disappointed with Walser - please see letter I wrote to lead staff associate in the service department regarding the unacceptable work performed.
To whom this may concern,
The purpose of this letter is to inform you of the unacceptable work that was done on my car, on multiple occasions, and to communicate my extreme frustration and disappointment with Walser.
In April 2019 I brought my car in to have the AC fixed. When I picked up my car, there was a loud clanking noise coming from the engine. A representative drove with me in my car around the lot and confirmed there was a noise. My car then had to have a technician re-examine it – which meant that I had to spend my evening at Walser, waiting for my car to be fixed, despite being told that it was ready to be picked up. When a technician looked at everything he/she noticed that a part was not screwed down properly and that was causing the noise. This incident was frustrating, but I understand mistakes happen, and I left it at that.
Last week, roughly June 19, 2019, my AC stopped working again. This same day was when I also noticed a faint howling noise coming from the rear of my car when I would drive anywhere above 55 mph. I arranged to have car looked at for both the AC and this faint noise.
I brought my car in on June 21, 2019, and told Tyler that my main concern was the fact that my AC was again not working, merely two months after it was allegedly fixed by your technicians. I also said that because it will already be in the shop, and because I have an extended warranty, to please have someone examine the faint noise. The noise was not anything that I would have brought my car in for had it not already of been in the shop to have the AC re-looked at (I cannot stress this enough). Tyler called me later that day and said the AC needed something else done to it, that the right rear wheel bearing needed to be replaced, that the axel needed to replaced, and that I had a nail in one of my rear tires. I authorized the work and planned to pick the car up the following Monday.
Monday, June 24, 2019, Tyler called and said my car was ready to be picked up. I arrived around 4:30 pm and reviewed the paperwork that was done as it related to my car with a different representative. We both noticed there were no notes or charges for a nail repair in my tire. He examined the tires and stated he could not see any nails. He advised me to call Tyler in the morning and inquire.
I was frustrated that this was how this situation was handled but needed to continue on with my evening as I still had work to do once I got home. I got on 35W heading north and the moment my car hit speeds of 55+ mph I heard a very loud howling noise from the rear. The noise was so loud I was unable to hear the radio at the normal volume I listen to it at. I was very angry and called Walser to discuss this issue.
The manager, Eric, told me to come in and that they would have a technician look at it. I again spent over an hour dealing with this issue – time that I needed to spend on preparing myself for work the next day (I also had to travel roughly 80 miles that evening still to get to where I needed to be for work the next day). Eric drove with me and heard the noise when my speeds got up past 55 mph. He stated he hears lots of noises and that this noise sounded like a wheel bearing issue. He issued me another rental vehicle and told me he would call me in the morning.
Tuesday afternoon, having not heard from Eric yet, I called Walser at approximately 1 pm. Eric stated he was just then having a technician look at my car but that they now think it is a tire issue. This immediately raised red flags to me as the noise is now 10x worse than it was when I first brought it in. After several phone calls with Eric, lasting over 20 minutes, the conclusions were that the noise was from my tires and that he, nor the mechanic, is sure how (1) this noise got 10x louder after having work done on it and (2) why anyone at Walser would test drive my car, hear a faint noise, allegedly fix the noise, test drive it again, hear a louder noise, and choose to call me to tell me that my car is ready to go.
The issue of whether or not the noise is from my tires or is from something else I will resolve with an alternative mechanic shop. I also will discuss this with my warranty company – as this kind of poor workmanship should not be tolerated.
What I would like you to be informed of is when I pick my car up today, it will be the fifth time at the shop for me in two months, to resolve one major issue (the AC) and examine a minor issue (the faint noise coming from the rear end of my car) – but instead of having my issued resolved, I will be leaving with a much greater issue that I came in there to begin with. The new very loud howling sound is something that had I heard it before, I would have immediately brought my car in. It is for me, unbearable.
No technician should have ever cleared my car to go when the noise my car is now making is 10x worse than the noise I originally complained about. This is unacceptable. Similarly, it was unacceptable for a technician to not properly screw down a part of the AC unit, which caused noise the moment I started driving it and cost me more time spent at Walser; it was unacceptable to have the AC go out again, merely two months later; it was unacceptable to be told a nail repair needed to be done, but have no such repair done. These are numerous issues that are all unacceptable.
It appears the employees of Walser are incapable of providing adequate customer service as all of these issues and inconveniences I have experienced could have been avoided if the technicians had performed their job as they are supposed to – which includes test driving a vehicle before AND after work is done.
I am disappointed in Walser and the poor service I have received over the last two months. I used to think highly of Walser and previously always planned to keep my service and car purchasing business with Walser. However after these experiences, I will no longer look to Walser for any service issues or future car purchasing. I would hope these issues are corrected and your team begins to value your customers, their time, and their money.