Chicago-area car owner disputes charges for auto service
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COMPLAINT: Mel Victoria, Schaumburg, Ill.
"My car's windshield wipers wouldn't work on the low-speed setting. Patrick Volvo told me they'd charge a diagnostic fee, but if I had the work done there, they'd waive the fee.
"They later called and gave me a $299 estimate and ordered the parts. When the parts arrived, I brought the car back to them. They replaced what they thought was the faulty part but realized they misdiagnosed the problem.
"With further testing, they realized the problem was actually a computer board and they gave me an $800 estimate. I decided to not go for the repairs because of the price jump.
"They then charged me the $125 diagnostic fee, even though they diagnosed the problem incorrectly."
DESIRED RESOLUTION: "I want the $125 diagnostic fee refunded."
RESPONSE: Jim Gruman, service manager, Patrick Volvo
"The customer was quoted $125 to find out why his wipers didn't work on intermittent setting. He agreed to pay for the diagnosis.
"Our first diagnosis was incorrect due to the fact that we had to try a wiper switch first. We never charged him more than he agreed to."