Pit Stop Auto Service — Attraction in San Bruno

As well as submitted a claim below, I want to say that Nicolas is trying to solve part of my disagreements. I was totally upset with part of their job and treatment. Nicolas called me and he tried to fix our discrepancies in a gentle and calm way. We are still working to solve the small hole in my hood. He also was very concern to make me feel more comfortable, being more agreeable because the first time I perceived a comment no welcome. 12/29/2020

They changed the engine in my car and overlooked repairing the tension pulley that works with the motor. The car made a terrible noise and I had to take it back, I had to pay again for the labor, which is fine, what is not right is that they charged highly saying that they had changed the entire engine and everything that it had to do with the engine, leaving it in top condition. Not only that, my car left a small hole in the front lid and they left a piece of wood inside where the engine is that could have fallen while driving and have done irreparable damage to any part of the bottom where they left it pressed. When I took my car back, they just grabbed the piece of wood and put it away, and Nicolas, with an insolence attitude, alleged that they didn't make a hole in the top of my car because they don't have such carelessness. According to him, I am ungrateful because I complain after they gave me a "discount..." the deal was paying the whole cost cash for them. That is the amazing discount, according to Nicolas that is a discount and for which I should not complain. Finally, Mr. Nicolas emphasized that how come I asked many questions and how come I did not realize the little hole.. That comment made me feel uncomfortable as a women. It happened between December 15 to December 28, and they have a week off in between....

Very professional service, highly recommended. Both management and technical staff extremely detailed, answer all questions, fully address all concerns. I went for an oil change on a two year old vehicle, as dealership charges insane amount to do it. These guys did it as thorough as the dealership would, for a price that makes sense I visited once before we committed to do the service, discussed details that mattered to me. They ordered parts I asked for, making sure to match manufacturer and full specification on all of them. Once I was there for the service, the customer facing manager made sure to squeeze me in, rearranging people to start working immediately, since he saw me arrive with small child, and he recognized urgency without me asking for it. One detail that may not matter to everyone, but the manager made sure to come forward and bring me all the parts, to confirm they are as we discussed, also without me asking for it. This is how trust is built. I would highly recommend them. Great communication and technical skills, honest, quick and respectful towards customer wallet. It's been a while since I left a car workshop with a sense of trust, confidence in work done and plans to come back as a regular customer. Deeply appreciate the effort and the mentality i encountered....

Asked them in person while I was there to give me a quote for changing the transmission oil in my car. They could not get me a quote within half an hour. Then they texted me a few days later with something that was wrong and was showing that they are not clear of what needs to get changed and are missing all the differentials of the car (I had given them clearly the year, make and model of the car). When drilled down of what they will do for the price they demonstrated no knowledge of the actual pieces that need to be changed including the filter (which seems they did not know about). That made me feel not very safe to begin with. They they asked for VIN number and license plate to "verify" what the procedure is. After a week more I followed up. Victor said they are still awaiting on pricing from suppliers. Mind you this is a very regular car Subaru nothing exotic and all you need is oil, filter and maybe some new gaskets for this job. Within 3 weeks time, they still have not gotten back to me despite several follow ups. Victor is the guy I was communicating with. Overall poor communication and execution before you have even come to the work point. Not sure how the work will be... But if you can't get a quote for gear oil change...