Hi Mark, we appreciate you taking the time to share your experience, and we want to provide some important clarity for both you and anyone reading this. We have tried reaching you several times via phone calls, voicemails and text with no reply.
Your vehicle was dropped off with us on Wednesday, December 4th, with an estimated completion time of three working days, which would have been Friday. During the repair process, we identified that a part needed to be reordered to ensure we were installing the correct, high-quality component. Because of that, the timeline was extended by one working day, which is very normal in the automotive repair industry, especially on more involved jobs. Since we are closed on weekends, that placed completion on Monday, which was communicated. Your vehicle was completed on Monday as discussed.
Regarding the condition of the vehicle, it’s important to be very clear: your Audi arrived with significant pre-existing damage, which we fully documented with photos and included in your digital inspection. This included a broken radiator and lower radiator support, with components already being held together by zip ties and metal wire prior to our involvement. We recommended proper repair of these items at the time of service, but those repairs were declined by you.
Because those damaged components were not repaired, they remained a point of failure. The concerns you’re describing such as the intercooler issue and related damage are consistent with those pre-existing conditions we identified and documented, not something caused by our repairs.
As for the skid plate and bumper fitment, we take concerns like that seriously and would have absolutely addressed it right away had we been given the opportunity. We tried to secure everything the best we could but fixing cars with wire and zip ties isn't really the recommended course of action. We’ve made multiple attempts to reach out via calls and texts to discuss your concerns and find a resolution, but have not received a response.
We pride ourselves on honesty, transparency, and high-quality work. Every vehicle that comes through our shop is documented with photos so there is full clarity on its condition before, during, and after repairs. We strongly stand behind our work and our process.
We are still more than willing to speak with you directly and go over everything in detail. Please reach out to us at 719-418-2398 so we can properly address your concerns.
The photos clearly show significant damage to the radiator and lower core support, consistent with prior impact. The core support is visibly cracked and compromised, and the radiator is not properly secured in its factory mounting points. This type of damage affects the structural integrity of the front-end cooling system and can lead to component movement, leaks, and eventual failure if not properly repaired.
The photo shows clear evidence of prior front-end impact. The front bumper is visibly pushed and bent backward, which is not consistent with normal wear and indicates the vehicle has experienced a collision at some point. This type of impact can affect how surrounding components fit and mount, including the bumper, supports, and cooling system parts. Damage like this often leads to alignment and fitment issues if not properly repaired, which is consistent with what we observed during the inspection.
Our inspection and estimate also clearly show that replacement of the radiator and lower core support was recommended at the time of service due to the visible damage. This repair was presented to Mark with supporting photos and explanation, but it was declined. Because these components were already compromised and not replaced, the vehicle left with those existing issues still present.
Our inspection also identified significant damage on the inner edge of one of the front tires, which was clearly documented and brought to Mark’s attention at the time of service. This type of tire wear is a serious safety concern, as it can lead to reduced traction and an increased risk of failure while driving. Replacement of the tire was recommended, but this repair was also declined. Given the safety implications of a damaged tire, it’s important to note that this concern was clearly communicated during the inspection process.
We also want to clarify the timeline, as it appears there may be some confusion. We made multiple attempts to contact Mark on Monday to let him know his vehicle was completed and ready for pickup. In his review, he mentions “7 days,” which would place completion on Tuesday; however, the vehicle was finished on Monday. From drop-off on Wednesday to completion on Monday is a total of 6 calendar days, with approximately 3.7 actual working days in the shop. Given the size and complexity of the repair, along with the need to reorder a part, this slight extension beyond the original 3-day estimate is very normal for a busy, high-quality repair facility like ours. We even stayed late that evening incase Mark was planning to swing by to grab the vehicle.
We want to be clear that our goal is never to argue or place blame on anyone. Our priority has always been honesty, transparency, and doing what’s right for our customers. When situations like this arise, we believe it’s important to share our side of the story so the public can see the full context. By providing documentation, photos, and clear explanations, we aim to give our community an accurate and complete understanding of what actually took place.