MOUNTAIN VIEW GARAGE INC

"[member name removed], We apologize for any inconvenience & frustration our service may have caused you. However, respectfully and in all fairness there are a number of details omitted from your review. First, when you dropped off the vehicle on 12/16/2013 it was without appointment. While we are happy to try and accommodate all “walk-ins” we do advise our walk-ins that it may not be until the following day that we can inspect the vehicle. Second, you made it clear that we should take our time to identify the cause(s) of the oil leak given the vehicle had already been to another garage without success. Upon inspection we found the engine to be caked in a thick layer of oil apparently due to a long neglected leak. Third, part of the delay in returning the vehicle to you was that the entire engine bay had to be, with your approval granted, pressure washed to start the identification process. Given the amount of oil accumulated on the engine block confidence was high (and later confirmed) that there were multiple leaks in need of attention. Fourth, upon completion of each step of service applied to your vehicle we contacted you either directly or via voice mail to receive approval to continue. This is consistent with the 1977 Colorado Motor Vehicle Act that all automotive repair facilities in the state of Colorado must comply. While we certainly understand that our customers are busy people there is little we can do without approval and there were multiple times when your approval to proceed was delayed. Also, at any time had you expressed the need for a rental car we would have been happy to extend our discounted Enterprise rate of $25.00 a day to you thusly cutting your reported rental fee in half – 10 days x $25.00 = $250.00 before fees & taxes. But we neither knew you were renting nor that there was a rush to return the vehicle to you. Lastly, you are correct in that tools were needed to correctly perform the recommended repair on your vehicle. While we certainly have a significant number of tools, we do not have every tool made to repair vehicles. We did purchase the necessary tool to repair your vehicle. Sadly, you declined the work. In closing we are appreciative of the “B” rating for professionalism and will continue to work to improve such ratings."