Rusnak Service Center - Jaguar Maserati Bentley Rolls-Royce

Contacts

Address:
2965 East Colorado Boulevard, Pasadena, CA 91107
Get directions

Website:
rusnakonline.com

Categories:
Establishment   Car repair  

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Reviews about Rusnak Service Center - Jaguar Maserati Bentley Rolls-Royce

• Alex Backer

  Apr, 13 2018
  ★ ☆ ☆ ☆ ☆
  This is the worse car service center I have ever been to.
  
  I have been to this center many times.
  
  Let's start with what they do well, to be fair. Raffe is extraordinary: responsive, courteous and effective . Melody is always courteous. Drivers are courteous. They pick you up and drop you off. They sometimes have great loaner vehicles. That is the end of what they do well.
  
  1. They have is poor quality control. They have returned my vehicle to me as fixed many times when it had not been properly fixed. And they have returned my vehicle to me multiple Times with faults it had never had in the five years before I took it in. When I left them my car, its rear view camera worked. When they returned it, it was broken. When I left them my car, its radio worked. When they returned it, it was broken. When I left them my car, its clock worked. When they returned it, it was broken. When I left them my car, its 12V battery worked. When they returned it, it was draining. When I left them my car, its fuel gauge worked. When they returned it, it was not working. My neighborhood mechanic showed much more aptitude at fixing my car than the Rusnak service center --not to mention he charged a small fraction of the Rusnak price.
  
  2. They have is that management is plain rude. When I asked Courtney whether they would take responsibility for fixing something that broke while my car was at their service center, she said they would not, but much worse, she immediately smirked at me, told me to go find another dealer (knowing full well the next closest for Now is in San Francisco), said she would see me in court, and walked away. Her stated reason was that I was a difficult client (because they had been unable to fix my car despite charging me for the fix and I was pesky enough to go back to ask that they finish the job). Her one saving grace is she can be funny: she pointed out correctly that industries like the car repair industry exist to profit from their customers' misfortune. When her boss first called me, he told me he was frustrated before I said a word.
  
  3. They don't stand behind their service. After I reported that a fix they charged me for had not been properly carried out, they failed to repair it. After I reported that another mechanic had stated that Rusnak had left a critical cable disconnected after my airbag service, leaving my car's battery drained, they failed to take responsibility.
  
  4. They don't stand behind their word. CFO Randy Jones told me they would repair the issue that first occurred while my car was in their shop without charging me for the labor, and promised me to get me the cost of the parts the next day. I never heard back from him or anyone else at Rusnak again.
  
  5. They have no integrity. Randy told me I had insulted one of his employees, which is 100% a fabrication. No wonder he failed to explain himself.
  
  6. Perhaps the ultimate cause of the rest of their issues is they have poor leadership: Their CEO failed to respond to any of my letters. With that kind of example, it's no wonder customer service is not a priority here.
  
  The trigger for all of this is that two wheels of a loaner that belongs to a manufacturer were scratched while it was in my custody, and I told them that I would happily pay for the damage, and that I expected them to likewise pay for the damage that happened to my car while in their custody. This request for symmetry incensed them.
  
  They also claimed that I had not approved a fix they had recommended for one of my car's problems, but this is a lie, and I have written evidence to prove it.
  
  The real cause is they took money from me while they could milk me for a profit, but let me stranded when they deem themselves on the hook for an unprofitable repair they already charged for but failed to complete.
  
  In sum: if you like to pay for repairs that don't get properly done, if you like to get new maladies for your car it didn't have when you brought it in, and if you like to get mistreated, then this service center may be just what you are looking for.

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