Nealey Tire & Auto - Rockville
This was my second—and absolutely last—visit to Nealey’s. I came in for a routine oil change and alignment after receiving a mailer advertising a $69 full synthetic oil change. At check-in, I was told that because I drive a 2014 VW CC, my oil change would be around $150 because my car supposedly requires a much more expensive oil. My car has taken standard full synthetic oil for over 10 years, so this immediately felt like a bait-and-switch. During the complimentary inspection, I was told I had a major oil leak and was shown a video underneath my car. Ironically, they still recommended the $150 oil change. When I asked what my actual oil level was, they admitted they hadn’t even checked it. After my alignment, they finally checked it with me present—and my oil level was perfectly fine. How do you diagnose a major oil leak and recommend an oil change without first checking the oil? They also tried work around selling me a tire after finding a nail, but their recommendations kept changing depending on my responses, which only made me question the integrity of the inspection. To top it off, I was told I’d receive the full multi-point inspection report. It never came until I called, and when I finally received it, it only documented the oil leak concern. There was nothing about the tire or any of the other items supposedly included in the inspection, despite them trying to sell me additional services. As someone who asks questions and understands the basics of my vehicle, too many things about this visit didn’t add up. My advice: educate yourself before authorizing repairs. It could save you hundreds of dollars. Unfortunately, Nealey’s has earned a permanent spot on my “do not use” list. Trust is everything with an auto shop, and this experience completely destroyed mine.
Thank you for taking the time to share your experience. I want to sincerely apologize that your visit did not meet the level of service or transparency we strive to provide. After reading your review, I can certainly understand why you left feeling frustrated, and I agree that several aspects of your experience were not acceptable. At Nealey, our goal is to provide honest recommendations backed by thorough inspections and clear communication. If we failed to explain our findings properly or left you questioning the integrity of our recommendations, then we fell short of our standards. As the manager, I would appreciate the opportunity to make this right. I would like to invite you back for a complimentary bumper-to-bumper inspection performed by one of our senior technicians. In addition, we will provide a complimentary full synthetic oil change, clean the engine thoroughly, and add UV leak detection dye. This will allow us to accurately determine if one or more oil leaks exist, identify its exact source, and provide you with clear documentation of our findings. There is absolutely no obligation to authorize any repairs. My goal is simply to restore your confidence by providing a transparent inspection and ensuring you have accurate information about your vehicle. If you're willing to give us one more opportunity, please contact us directly and ask for Kyle. I will personally oversee your visit from start to finish. Thank you again for bringing these concerns to our attention. Feedback like yours helps us improve, and I hope we'll have the opportunity to earn back your trust.