Otto Service

Anthony, I am sorry to hear you wont be coming back in. When a vehicle needs over $2000.00 dollars in repair and you have a $1000.00 dollar budget our procedure is to prioritize & recommend safety and reliability first. Our service advisors are not paid on commission so they have nothing to gain by trying to upsell repairs, their goal is always safety first. We always inform you what your vehicle needs and you decide how you would like to proceed. Since the engine mount was not a safety item and cost over $600.00 it does not make sense to replace that part when there was safety items needed that would take precedent over the engine mount. For example you had bald tires and one that was ready to blow out if we had replaced the engine mount and waited on the tires since they were still holding air you leave our facility and have a blow out then you would ask why didn't we as professionals recommend a repair having a higher priority that could leave you on the side of the road or in an accident. We did not forget to replace the engine mount we were trying to stay within your budget while making your car safe and reliable for you to drive. When you picked up your car you wanted to look at the engine mount that was not replaced that we informed you was not replaced. We informed you at that time the car was safe to drive to Mexico Missouri as the safety & reliability items had been repaired and we kept the cost within your budget. We are happy to show anyone what was replaced on their vehicle at any time and save old parts for viewing . (When in doubt Ask) We always say is the best thing to do. There is no question at to the rear engine mount allegedly being replaced, We Agreed to split the price as to your request, we saved the old part & supplied you with a copy of our receipt from the dealer for the part that we purchased as you requested. I know that we are human and make mistakes so if a miscommunication happened I wanted to meet your request to make things right. If you have someone you trust they can look at the rear engine mount & tell it is a new part. We will continue to recommend safety & reliability repairs first before cosmetic or comfort repairs if there is a budget needed. Sincerely, Andrew Otto

A vehicle owner should always return and confront the original company that did the work when another company says the work was not done. Ask to prove that the work WAS done. We welcome any mechanically inclined person a customer would like to bring to accompany them to verify our work. Our Service Writers do not work on commission and we have nothing to gain by selling unnecessary work or by not doing the work at all. Our goal is always to satisfy our customers so they will refer their friends. During our 35 years of doing business we have had a number of occurrences similar to this where a dealer told our customer that they needed work which we had already done. In every instance they have been proven wrong. Our customers always say they will never return to the guilty dealer again. More frequently we have customers come in with a long dealer check list of misdiagnosed or unnecessary repairs. We are always happy to take a customer out to the service area and explain a misdiagnosis to them or show them how someone else has tried to sell them unnecessary work. Always check with the BBB or AAA or the State Highway Patrol for registered complaints against any automotive repair facility, dealer or not. Alan Otto, Owner