I was a long time customer of Scruggs, however I will not be going back. I understand that commission and flat rates has certainly changed the way customers are dealt with, but my last experience was inexcusable. My wife brought her vehicle in for a simple NYS inspection. She was told it would be done the same day, it was not and she was forced to leave it over night. Ok, no big deal, stuff happens, although note worthy given the rest of the experience. The next day once she heard back from them she was informed that the vehicle had failed along with a laundry list of other issues that totaled near 4k. Once again, I understand they are looking to up-sell, and pass it off as doing right by the customer by checking everything over, but some of the stuff on the list of recommendations was borderline ridiculous. But what I cannot forgive is my wife being straight lied to as it pertained to her NYS inspection failure. Her vehicle failed the safety aspect of the inspection, for rear brake pads and rotors, and probably the calipers (they would have to wait till they disassembled the brakes), and one of the license plate lights were out. Given that my father owned a repair shop for 35+ years and I have a working knowledge of wear and tear maintenance on a vehicle, I decided to take the vehicle home and change the pads and rotors myself, as well as replace the light. Once I got the brake assembly apart it became very clear to me that the tech at Scruggs saw my wife and saw and opportunity to take advantage of someone. The pads probably did need to be replaced, but based on the NYS inspection guide, the pads must activate the wear sensor, which they did not, be broken or down to the metal, which neither were. The rotors were completely fine, no pits, cracks, or any signs of significant wear, they actually looked quite good, so I left them alone.(Full disclosure, when I took this to another shop they confirmed the rotors were 100% fine and should have passed) The calipers were also 100% fine. So long story short, it appears for whatever the reason may be, the techs at Scruggs decided to take a long time customer and run them through the ringer. Really frustrating and really sad, luckily I know a little bit, and have access to others that know a lot a bit so I wasn't raked over the coals for a simple inspection. Anyways....Go Bills!
Brandon, I am terribly sorry you feel this. We at Scruggs take great pride in being truly transparent with why we recommend the items on any car. This is also backed by our offering of a 3 year 36k mile warranty and our 3% back towards future repairs. Currently, a team member is reviewing your ticket to ensure proper procedures we follow and they will be call shortly to follow up on issues at hand. Thank you for bring this situation to our attention. Please remember you are always more then welcome to reach out us direct about any of the services you have received.
- Williamsville