I was referred to AutoLab through AAA after my 2016 Chevy Equinox stalled at a gas station. While on the phone with AAA, I was asked where I wanted my car towed, and since I didn’t have a shop in mind, they suggested AutoLab. When I spoke to the person at AutoLab, I was told they were busy and likely wouldn’t get to my vehicle Friday, but they should be able to look at it Saturday. That turned out to be untrue—when I checked their website, I saw they weren’t even open on Saturdays or Sundays.
On Monday morning, I called and left a voicemail asking for an update—still no response. So I physically stopped by around 2:30 p.m. to check in. They still didn’t have an answer for me. After I left, I received a call saying they needed to do a diagnostic service costing around $400 because they couldn't identify the issue. Later that same day, I got a call saying my car needed a number of repairs and was sent a full estimate totaling approximately $3,288.
I don’t know much about cars, and since the man at AutoLab on the phone didn’t really explain to me why my car needed all those repairs, I decided to put the estimate through an AI chat to help break down each of the parts and the cost of everything.
After approving the repairs, I asked when I could expect the work to be done. I wasn’t given a clear answer, but I was told it would probably be finished by Thursday. On Friday, I received a call stating that they had actually called me on Wednesday to let me know the job was done, but since they didn’t hear back from me, they decided to follow up again on Friday. That was when I was finally able to answer the phone and speak with them. I let them know I would plan to pick up the car on Monday.
I wish they would’ve been more transparent and offered options, like fixing the most urgent issues first or helping me get the car running without taking on the full cost upfront. Overall, I didn’t feel like a valued customer. The lack of communication, misinformation, and steep pricing left me extremely disappointed. I would not recommend this place or return in the future.
Cullen S. from Auto-Lab Complete Car Care Center of Lansing responded on 04/03/2025 06:04 AM
We regret to hear about your experience and understand your concerns regarding communication and pricing. Your feedback is valuable and will be reviewed to improve our services.
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Verified Customer
On Monday morning, I called and left a voicemail asking for an update—still no response. So I physically stopped by around 2:30 p.m. to check in. They still didn’t have an answer for me. After I left, I received a call saying they needed to do a diagnostic service costing around $400 because they couldn't identify the issue. Later that same day, I got a call saying my car needed a number of repairs and was sent a full estimate totaling approximately $3,288.
I don’t know much about cars, and since the man at AutoLab on the phone didn’t really explain to me why my car needed all those repairs, I decided to put the estimate through an AI chat to help break down each of the parts and the cost of everything.
After approving the repairs, I asked when I could expect the work to be done. I wasn’t given a clear answer, but I was told it would probably be finished by Thursday. On Friday, I received a call stating that they had actually called me on Wednesday to let me know the job was done, but since they didn’t hear back from me, they decided to follow up again on Friday. That was when I was finally able to answer the phone and speak with them. I let them know I would plan to pick up the car on Monday.
I wish they would’ve been more transparent and offered options, like fixing the most urgent issues first or helping me get the car running without taking on the full cost upfront. Overall, I didn’t feel like a valued customer. The lack of communication, misinformation, and steep pricing left me extremely disappointed. I would not recommend this place or return in the future.