Our business operates a fleet of 6 vehicles in N Cal. When one became disabled (fuel pump failure) in Novato, we searched the web and found Leonardi to be highly recommended. Based on this, we had the 2002 Astro van towed there ... and the nightmare began.
The 'estimate' to replace the failed fuel pump, relay, and filter, along with the tow and diagnostic charge, was over $1,200. Of this, $612 was 'parts'. Having found a new, guaranteed Delphi (orig eqpt) fuel pump online for $250 (plus freight of course, but they are small), I questioned how the parts cost could be more than double. "Oh, to warranty our labor we need to charge more" they explained. Since we needed the truck back, we reluctantly agreed to pay this seemingly too-high cost. But that was only chapter 1 of the nightmare.
Suddenly, there was $2.8K of OTHER things wrong that needed immediate attention - including an alleged major safety hazard with "broken springs and leaking fluid" in a rear brake. Leonardi stressed over and over in emails and on the phone how unsafe it would be to drive the vehicle - if a broken piece of spring came loose, the rear wheel could lock up on the freeway.
Increasingly uncomfortable with these costs that spiraled higher than the bluebook value of the truck, we decided to get it to our regular mechanic team in SF. They were also sure the alternator was failing. Heeding the "don't drive this vehicle til the brake springs are fixed", we paid $180 to have the van dolly-towed from Novato to SF.
When our regular mechanic inspected the vehicle, he was incredulous.
1. There was NO broken spring or leaking brake fluid in either of the rear brakes. We chose not to have Lombardi do any further repairs past the fuel pump - they didn't fix it. Either it magically fixed itself, or Lombardi did not tell the truth about this problem.
2. The alternator, when tested in the SF shop, showed no signs of failure, either.
I understand that different mechanics may view problems differently - but this seemed like wholesale "lets take advantage of a business customer located 35 miles away who isn't here to see what's going on". It may have been just the one "service writer" who engaged in this problem inflation, not a policy of the shop in general, but I have so far not reached anyone @ Lombardi who has said anything different.
RESPONSE FROM Leonardi Automotive:
Mr. Stiegler, I hate to hear that you were dissatisfied with the price of your fuel pump job. When our clients are not satisfied, I am not satisfied. After 19 years we had hoped that by giving our clients a final price estimate before the repair, a contract that includes the final price before the repair, and an invoice detailing all charges after the repair, that we could eliminate misunderstandings about the cost of a service. Yes you can find everything on the internet cheaper, however that's not getting your vehicle serviced. Apparently, we have more work to do on communicating that fact. Meanwhile, we appreciate your business and don't want to lose you as a client. When your current mechanic isn't able to meet your need, I hope you will reconsider our service, call us back! Satisfaction Guaranteed!
I want to also thank you for the emails and communicating with me about how we can improve our services, your a very insightful person with many great ideas.
Thank you again for giving us a try and hope to talk to you soon.
Tony Leonardi
Leonardi Auotmotive
more