Our Response to a Matthew Tecson Google Review
Important context missing from Matthew’s review
Matthew describes this as a simple tire installation and wheel alignment.
It was more involved than that.
He arrived with a 2012 Toyota Tacoma equipped with oversized off-road
tires and wheels and a slide-in camper. We were not advised about the
camper when the appointment was booked, something Matthew acknowledged
during our recorded conversation.
Because of the camper’s height and weight, the truck could only be
accommodated on 2 of our 13 hoists. Those hoists are used
primarily for alignments and inspections, which significantly affected
scheduling.
PRICE & TIMING
The cost and expected timeframe were discussed
Matthew states that he was never advised of the labour cost or how long
the vehicle might be at the shop.
We have a recorded conversation(below) showing that our advisor discussed the
labour involved, the expected timeframe and the possibility that the truck
could need to remain overnight because of scheduling and the nature of the
job.
proceeded.
A vehicle being dropped off in the morning and collected later in the day
also does not mean eight hours of labour were charged. Dale’s has operated
with full-day drop-off appointments for many years.
DIGITAL INSPECTION
Documenting problems is not the same as selling repairs
Matthew requested an alignment to help protect the life of his new tires.
As part of our alignment process, we performed a digital vehicle
inspection.
The inspection documented:
- Significant exhaust damage.
- Driveshaft damage consistent with contact during off-road use.
- Worn sway bar bushings.
- Worn tires before replacement.
- An illuminated TPMS warning light.
- Three of the four wheels showing evidence of being bent or out of true,
helping explain the amount of balancing weight on the wheels.
These findings were supported by photographs and video in the digital
inspection.
repairs.
We documented the condition of the vehicle so he could make an informed
decision.
Matthew even asked during the recorded conversation whether items such as
wheel bearings were checked as part of our inspection.
THE “UPSELL” CLAIM
No additional repairs were quoted
Matthew characterizes the inspection findings as an attempt to “upsell”
unnecessary work.
Identifying legitimate mechanical concerns during an inspection is part of
a technician’s responsibility. In this case, we did not prepare estimates
for the exhaust, driveshaft, sway bar bushings or other items identified.
The purpose of the inspection was to document what we found, not to sell
additional repairs.
WORKMANSHIP
Matthew did not dispute the quality of the alignment
Despite strongly criticizing the price, Matthew did not identify a problem
with the tire installation or the completed alignment.
In his own updated review, he described the result as:
He also stated that Jameson and Josh were
“great” to deal with.
His disagreement is therefore primarily about what he believes the job
should have cost and how quickly he believes it should have been completed.
PRICE COMPARISONS
Not every shop is offering the same service
After the review was posted, we compared our pricing with five reputable
repair facilities performing similar work, including businesses Matthew
referenced.
Our pricing was toward the middle to higher end of the market. We also
found that some facilities do not install customer-supplied tires and many
are not open Saturdays.
Dale’s was able to accommodate Matthew’s oversized customer-supplied tires,
his camper-equipped truck and his alignment work when he needed the service.
Labour rates, equipment, technician experience, inspection procedures,
warranty policies and availability vary between repair facilities.
Comparing invoice totals alone does not necessarily mean the services are
equivalent.
AFTER THE REVIEW
The review was then promoted through social media
After posting his review, Matthew also created a Facebook post encouraging
friends and followers to interact with the Google review so that it would
remain prominently displayed and discourage potential customers from using
Dale’s Auto Service.
We believe that context is relevant for anyone evaluating the review and
the activity surrounding it.
OUR POSITION
Review the evidence and make your own decision
Matthew is entitled to believe our pricing was higher than he wanted to
pay. We are equally entitled to correct factual statements about what was
communicated and explain the circumstances of the appointment.
Our records include the signed work order, digital inspection,
photographs, videos and recorded conversations.
Those records document the condition of the truck, the undisclosed
slide-in camper, the discussion about pricing and timing, and the work
ultimately performed.
We stand behind the service provided and encourage readers to review the
documentation and reach their own conclusion.
Click Image Below to Play Video of Matthew's Interaction with Service Adviser
Click Image Below to Play Long Version Video. No edits
"This shop also tries to upsell you on parts that aren’t urgent to replace or specific for job to be done."
When Matthew brought his truck to us, he requested an alignment to protect the life of his new tires. As part of every alignment, we performed a complete digital inspection. During that inspection, we documented several significant issues, including:
- Severely damaged exhaust components.
- A damaged driveshaft caused by contact with rocks etc when off-roading.
- Worn sway bar bushings.
- Worn tires(before tire chnage)
- A TPMS warning light.
- 3 out of the 4 wheels are bent, this is the reason for all of the wheel weights on the rims
The exhaust and driveshaft damage were significant enough that continued operation could result in additional mechanical damage and substantially higher repair costs. Every finding was supported by photographs and videos in our digital inspection report.
Despite what Matthew implies, we never prepared an estimate or attempted to sell him any of these repairs. We simply documented the condition of his vehicle so he could make an informed decision. That is exactly what a professional inspection is intended to do.
Matthew also claims we attempted to “upsell” unnecessary repairs. Identifying legitimate mechanical and safety concerns during an inspection is not upselling—it’s our responsibility as professional technicians. The fact that we did not quote these repairs demonstrates that our goal was to inform him, not sell him additional work.
This is Our In Depth Inspection Report: Images and Video for Full Transparency
Matthew Tecson Asking Others to Like His Google Review
Matthew’s Facebook post went well beyond sharing his experience. He encouraged members of a local Facebook group to “like” his Google review so it would remain one of the first reviews prospective customers would see when searching for Dale’s Auto Service. He also promoted several competing repair facilities located in our immediate service area. Readers can draw their own conclusions as to whether the objective was simply to share an experience or to actively divert potential customers to competing businesses.
What Was Approved
✅ The customer approved and paid for an inspection/report, wheel alignment and 4 customer supplied oversized tires
Our Commitment
We’re always happy to explain recommendations and prioritize repairs based on safety and urgency. If a customer chooses not to proceed, that’s completely their choice—but we stand behind the accuracy and value of the inspection they booked.
Dale’s Auto Service
Unit #107 – 19415 56 Ave, Surrey, BC
📞 604-530-9160
✉️ sales@dalesauto.ca