I have been patronizing larchmere imports for nearly 5 years. The service has consistently been below expectations. However, the associate named Jacob is very cordial and makes one feel like family. Unfortunately, I had the unpleasant occasion to request service from the proprietor John, and I must espouse my utter disappointm,ent regarding his customer relations accumen. The issue that has me so disappointed with his business/people skills is the following facts; I responded to a flyer that was mailed to my address for a special on an oil, car wash and a vehicle inspection for $90. Upon arrival I advised Jacob that I was having an issue with my gear shift and if they could take a look at the issue I explained to him. When I returned the next day to procure my vehicle, much to my surprise the $90 turned out to be $280. I inquired about the staggering price differential I was advised that it was because of the diagnosis of my vehicle. I asked why so much for a simple diagnosis at which point I was advised that it was more than a scan. At any rate I was informed that the scan detected an internal fault, ect. I was advised of the cost and I informed him that I had an after market warranty. I was advised that they would check with the warranty company to see if the issue was covered...fast forward over a month later and no word from larchmere. I then called and that's when I was advised that they would need the actual mileage prior to calling the warranty company....fast forward 2 weeks later, I called John and now he tells me that he would not inquire about the warranty unless I brought the car in. I asked why the change. At this point he became rather rude and short with me. I have referred people in the past....henceforth I will not, to be sure I will let those past referrals know what happened and advise them to take their business elsewhere.......because it's certain that I will!!!!!!
GB
GREGORY B.
Cleveland, OH
07/12/2021
Use at your own risk
Talked with someone named "Tony" over the phone to inquire about a spark plug and coil change for my Audi. I found him to be arrogant, condescending and unable to connect on a basic human level on a simple sales related call where he had the opportunity to represent the company in a positive way, warmly engage and win a brand new customer. The vibe I got on the phone was not very helpful or customer friendly. After the call I was left curious and came and looked them up on Yelp. Wow!... I found multiple people all making the exact same conclusions as I did having interacted with these folks. Unbelievable. I won't be taking my car to them for ANY reason. I'm glad I am not out any of my hard earned money.
Not Recommended
MC
Matthew C.
Rocky River, OH
08/29/2020
Junk
purchased a 3 series BMW a yr ago. Nothing but troubles. Shame on me for trusting them since the claim they are German imports experts. The only thing they have mastered is the art of scamming
Not Recommended
MC
Matthew C.
Rocky River, OH
08/29/2020
Junk
purchased a 3 series BMW a yr ago. Nothing but troubles. Shame on me for trusting them since the claim they are German imports experts. The only thing they have mastered is the art of scamming
Not Recommended
HN
Harvey N.
Cleveland, OH
01/12/2019
years of reliable service
We have had at least four cars (Audis and Acuras) serviced at Larchmere over a couple of decades. Their work is never the least expensive option but the costs have always seemed in line with the work needed. We know some of the principals well and have found that we can rely on "advice" and can negotiate solutions that are sometimes less expensive.
Recommended
NL
Neil L.
Alexandria, VA
08/28/2018
Customer beware.
If I could give negative stars I would. Just got off the phone with the President of Larchmere. I was charged 2hours of labor for a pre-purchase inspection. The results of which was relayed at satisfactory to excellent. After taking delivery, I was able to note 3 items within 15mins and simple observation, wear and damaged items that would have given me some leverage for purchase price reduction. It was explained to me that the damage wasn't there or not observable during the PPI, but I find that hard to believe as none looked fresh, and given the small mileage increase, wasn't possible. I'd be wary of whatever recourse as a consumer you have for shoddy work done at Larchmere. I asked for 50% if my money back, and they refused. They are not at all interested in customer satisfaction once they have your money or if you are not local.
Not Recommended
TB
Tanelly B.
Cleveland, OH
04/14/2018
Problem after Problem is costing More Money
Well since buying our 2005 525 BMW two years we had no problems..car was in great condition inside & out..Fast forward to 2018 we experienced some issues car running hot.so we knew that BMW Needs specialized training skills..so we called Larchmere Imports..Thinking these guys are The truth. Well they stated to fix major issues which was a few..would cost of $2000 (wasn't expecting that) ok we need our car fixed..pinched our pennies and paid..car is fixed and running Great...Last Saturday hubby is driving to Hudson ohio car overheated..call AAA Take it back to Larchmere..They said it was something else that They didn't fix a new problem ;( so $700 later..ok here we go again..pickup car Friday April 13,2018..Thinking everything is Ok...Why did my car just stop the next day April 14...I'm currently stranded waiting on Tow TRUCK Pissed off!!!..its Saturday I had plans & their closed until Monday....Money Down the Fing Drain!!!
Not Recommended
AP
Alex P.
Cleveland, OH
10/13/2017
Poor Service -- DO NOT USE
Bottom line, I feel I was wronged and lost money working with Larchmere and would not recommend them to anyone. I had to return to another autobody shop within two weeks because of poor and incomplete service.
The staff is very friendly, but I judge a business by how it responds to adversity and difficult situations. Below is my experience:
Background: My car would not start. It appeared to me to be a battery issue resulting from me removing a speaker in my car. They diagnosed the issue as a crank problem and were able to get the car to start. It turned out my speaker was on the same fuse as my transmission and it had blown. They identified a handful of other issues that needed to be addressed. They complete the work (so I thought).
Aftermath Issue 1: When the work was completed, I found they had accidentally removed my bluetooth speaker system. Jacob (the face to the customer) told me to bring it in, but said they wouldn't waive the cost of the repair, even though this was not something I had requested. He stated that the maintenance order told mechanics to remove all aftermarket audio parts, which it must have, but the maintenance order was written by him and not based on my instruction -- I only instructed the removal of my subwoofer system wires. While the mistake was on his end, his holier than thou mentality made him unwilling to recognize his fault or rectify his wrong. It would have been easy to waive the cost and make the repair at no charge due to the mistake and try to build a customer-first brand, but alas.
Aftermath Issue 2: The initial problem, my car not starting, repeated 10 days later later due to a dead battery. While they were right in correcting the fuse / transmission issues, they failed to recognize the need to replace my battery, even though this was my initial request. They told me I needed to bring it in at a charge of $80 to identify any broader issues and that a battery would cost $500+. Breaking down the main issues:
1. I had already requested them to replace my battery and they told me it was fine. It was not fine.
2. Charging me a fee to have the problem identified, following spending ~$2k 10 days prior and after having already screwing me over on the bluetooth issue.
3. Suggesting a $500 battery for a 10-year old modest Audi A4 with 130k miles was appropriate. That is just an unprecedented level of greed. I mean the hubris! How is this helping the customer, I had already told him that I was only planning on driving this vehicle for a few more years before I'd trade it in. The factory installed battery that lasted me over 10-years costs a fraction of this.
In conclusion, sub-par work, excessive greed, and an inability to take ownership of mistakes has made it impossible for me to work, or suggest others to work, with them in the future. They put on a nice facade but in reality they lack professionalism or accountability when rubber hits the road.
Not Recommended
AF
Anthony F.
Cleveland, OH
09/21/2016
The best by far!!!
Great staff and top notch work! The only place I trust to keep me driving with confidence.
Customer service oriented; quality work at a fair price
Recommended
LP
Lenore P.
Cleveland, OH
MINI Cooper
01/08/2016
Verified Customer
Great car detailing
In addition to making my daughter's car look brand new, everyone at Larchmere Imports was friendly and professional.
Recommended
WS
William S.
Cleveland Heights, OH
BMW 325i
01/07/2016
Verified Customer
Trustworthy and reliable service, every time
Just had an oil change and a check on other systems done on my 1993 BMW 325i. Dave answered my question about an infrequent front-end "bump" noise (most likely just "sticking" front brake pads upon first wheel turn, since it occurs only after sitting for a week or so in the cold, and therefore is not an issue.) Other systems all checked out fine. In a 23-year-old car, getting an "all systems go" from Dave means a lot, since I know he's truly aware of potential trouble spots and would find anything amiss, if it were there. My car may have been in just for an oil change this time, but I got valuable feedback that gives me peace of mind about it being completely safe to drive, despite its advancing years.
The gentlemen at Larchmere accommodated my schedule and made it easy to drop off my car, even giving me a loaner vehicle as I am commuting over 40 miles for European car service. The techs were very informative while diagnosing the problem and started with the simple solution to try and avoid unnecessary labor. It turns out that the solution was more complicated than the initial fix and Larchmere Imports picked up where they left off and solved the problem. They did not add extra costs for replacing parts used during the initial visit and I felt that the diagnostic procedure was exactly how I would want a quality shop to approach an issue.
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