I was visiting my family on Vancouver Island and made arrangements to bring my 82 Westie here to address a problem with the shift linkage. I told them I would be flying to Saskatchewan for two weeks and would like to have the work done then as I would not be needing my van during that period. I asked them to also do a full safety inspection as well in case anything else needed to be addressed, as that would be the time to do it.
I was told over the phone that the area where the shop is located is not safe as there are "a lot of homeless people" in that area. As a formerly unhoused person, I found that association surprising. So, I was given very clear instructions to remove any personal items from view before dropping off the van. Because of this, I know with absolute certainty that when I dropped the van off I closed and locked the driver's side door.
About a week later someone from the shop called to tell me that the part that was needed for the linkage had to be ordered from England and would take about a month to arrive, and I approved the order for the part. Nothing was mentioned about the findings of the safety inspection. I assumed that meant everything they inspected was fine.
I made arrangements to pick the van up after closing upon my return from Saskatchewan and they told me where they would hide the key. I returned to find the driver's side door open and the latch broken. I assumed that someone had jimmied the door and broken in because I also saw that the cushion that fits over the engine cover was in the middle of the van. Thieves generally don't look in the engine compartment so that seemed strange and my stereo was intact and nothing seemed to be missing.
I drove the van to my cousin's house holding the door closed with my left hand and driving with my right. In the morning I called the shop to ask if they knew what had happened to the door and I was told that it was broken when I dropped it off. I disputed that and questioned why, if that were true, that they didn't inform me over the phone and was told that "there's broken stuff on these vehicles all the time". They told me to bring it back so they could look at it. I did, and before doing so looked at my invoice and the findings of the inspection I had requested and saw that my front brake pads were at 20% along with some other notes.
I arrived at the shop and spoke to Klynnt, asking why I wasn't informed about the brake pads, nor were any of the other details discussed with me, but above all why did you fail to mention that my door latch was broken so that I could have you fix it while I was away AND why was my van left outside in what you describe as an unsafe area WITH THE DOOR OPEN?
His response was again, that people come in with broken things on their vehicles all the time, that the door latch was broken when I dropped it off. As for the brake pads, they had neglected to mention it because they had decided that it didn't need to be addressed immediately. Call me crazy, but I think that decision should be left to the customer, that would seem to be the entire reason for the inspection, so the customer can decide which items they would like to fix right away. However, when you are the female owner of a vintage vehicle, it seems pretty patronizing for someone else to make this decision for you. When I told Klynnt that I was really unhappy and disappointed about their service. I was offered NO APOLOGY and was accused of yelling at him on the phone, which any women reading this know is what we are accused of anytime we speak in a serious tone that conveys concern and dissatisfaction.
Klynnt's behavior during this conversation was so evasive and unapologetic that I actually recorded video of him NOT taking any responsibility for the situation.
The new door latch arrived in Victoria a few days later and it was installed at another shop and they billed Bavarian for the work. Today is September 27th and I phoned Bavarian to ask if the bushing was in because I was still waiting and hadn't heard anything. I was told that it's at the VW dealership in Victoria, they told me that it arrived September 14th and Bavarian was informed of that but did not call to inform me. I am so deeply disappointed in this shop, this experience has left me wanting to sell the van that I have owned for 15 years as I wish to never have to experience this kind of treatment again.
I think the owners of this shop are profoundly unprofessional, among other things, and I can't imagine how they stay in business. As a woman of color I could accuse them of other offenses as well, but I will limit it to lack of professionalism and total lack of regard for customer service. read more
