Carters Saab Services

My first experience at Carter's Saab will be my last. Unfortunately I did not check out this site, or I would not have gone there. I feel like I was ripped off, was not communicated with honestly, and was overcharged without any reasonable explanation. When I asked for an itemized bill, which seemed reasonable for over $2000 of repair, I got a defensive response and attitude from Tom. He said to me, ""no one asks for those details."" Sorry, but I do when I am putting that amount on my credit card and I expect to be dealt with respectfully. Much to my dismay, within 2 weeks the car was back to Carter's because it wouldn't start on a regular basis. I specifically asked for a phone call from Tom with details before spending another penny on repair. He called my husband to tell him the car was ready for pick up. I went to get the car and was told I owed $600, I questioned his business practice of not communicating repair costs prior to working on the car, and I told him I felt I had been taken advantage of. He charged me 3.5 hours labor for work I didn't ask for. I feel as though he hears what he wants and then repairs what he wants, with little regard for what is needed, and once the work is done, customer has no choice but to pay. As he got more and more defensive he proceeded to tell me that he was probably not the repair shop for me, which I couldn't agree more. I prefer respectful, honest mechanics who expect to communicate with me about my car and are able to exchange about the job it needs before the work is completed. I learned the hard way. Carter's Saab manipulated a situation to favor them, ripped me off and then argued with me when I confronted them on their practice. I am quite certain this is a fairly common occurrence, particularly after reading several other responses on this site. Save your money and sanity - go elsewhere and tell your friends to, too. Shame on me for not researching before going there. Not a trustworthy business. more

I am really angry with Tom Carter. He was really really nice at first, offering to gave me a ride to the library to wait w/my suitcase (i'd been travelling) and do some work, while he worked on my car. Super attentive to my list of concerns and questions. I noticed his wife did not really look me in the eye when I spoke to her. As we test drove the car Tom strangely and aggressively demanded to know what I was 'doing'? I assume he meant for a living. I didn't answer - none of his business and I didn't like his tone. He asked again louder. I didn't answer. I did tell him that my husband was on assignment in the Middle East - but that didn't prevent me from receiving what I think is appalling service. Then he told me that another customer got angry with him and that I shouldn't get angry. I should have been suspicious right then. Later while I was waiting in the library to hear my quote his wife called to give me a price. Then about 45 minutes to an hour later she called back to tell me the price would be about 200$ more - that she had made a mistake, but she was unable to explain fully, not being a car expert, and Tom was busy working, not available. She sounded very hesitant and uncomfortable about it. And she said that they had to leave early bc of a computer breakdown and so they would not be there when I got back and that I would pay Tom's brother David. Not being able to think quickly enough what to do I agreed. Then shortly therafter Tom's brother David called and rudely told me that the sooner I got back there the sooner he could leave. So I lugged my suitcase back to their shop and told David I thought it was pathetic of Tom to have his wife doing the payment negotiations. And that I was paying more for a used lightbox than I was quoted for a new one at the dealer. David coldly told me that 'most people just pay it"". I've done some research since and found out that Tom fixed things on my car that did not really need fixing at all. He did not follow up on the questions that I had. I wonder if they ripped me of royally and took off for the day as they didn't need to work any longer having taken so much extra money from me. When I called Tom later to discuss his service he said that if I felt that way then we couldn't do any more business and hung up on me. I am going to file a complaint with the Better Business Bureau, write to the Phoenixville paper etc... There's probably not a whole lot more I can do except to hope that karma comes back at them. more

Tom is a pleasant guy. He's a self confessed Saab expert - thats what you pay for. We are a one car family, we needed the car back ASAP. Tom took it in and fixed the probelm - the car wasn't going at all - it needed an Direct Ignition cassette. It took Tom 4 hrs to figure this out. An expert. It then took 2 hrs to fit it. He then cleaned the sludge out of the engine. Another 8 hrs. no parts. He then checked the breaks. Another 4 hrs. No parts So I got the bill over the phone and paid it so my wife could collect the car and we could resume our life. I then checked the invoice and had nothing but questions and frustration at what seemed like a huge rip off. He had the car for 24hrs - 12 noon til 12 noon. He charged us for labor at $100/hr x 18hrs and yet he had actually only fitted one part. Where had the rest of my savings gone? Seems like a nice guy. Out for himself though. more

Tom is simply the best. He is especially good at trying to make the repairs as efficent and appropriate as possible and he knows Saabs better than any of the mechanics at the dealerships. If he can utilize a used part he will and he is very honest about what repairs to make and what the costs are. I wish every mechanic was as skilled, accomodating, honest and good natured as Tom. I highly recommend him. My car has never worked better since I started to taking it to Tom (after the dealer) nine years ago. more

The car is in PA and we live in NE. He was very helpful and got to the root of the problem efficiently. I appreciated his honesty and the personal concern he had for the car. He was pricey, but I feel I got what I paid for. Pros: Knowledgeable and personable Cons: Didn't get a price until the end more

If you need SAAB work done, stop paying dealership rates for a 72 hour turnaround. I have been using Carters for years. He has always been upfront and Honest with me and the dozens of people that I have sent his way. I trust him implicitly. Pros: Honest SAAB Mechanic Cons: Ugly Building more

Not up front / honest about costs. I asked for an cost estimate on a repair. He had me drop my car off and phoned me hours later, noting what estimation work he had done & how much money I owed him. There was no mention of such fees before hand. I felt cheated. After an hour or so of argument I gave in and paid him. I will not do business with Carter again, and recommend you don't. A real cheat, knowledgeable perhaps, but unethical business practices. Pros: Knowledgable Cons: Bad business more

Carter's knows Saabs. They will service one with the quality of a dealer, at a similar price. They will, though, do it faster and more promptly than a dealer. Also, if your Saab is older than five years they will probably know the car better. Pros: Fast and right Cons: Not cheap more