UPDATE:
If you can…read moretolerate moderate customer service and prices that range from moderate to high, this might be the shop for you. While not overly hospitable the mechanics working in the shop WILL SURELY fix your truck up. You might end up calling for updates as they in my case were not forthcoming on info, but again I do trust them to fix the issue. Be sure to communicate to them that you need to authorize any additional expense if your concerned with the costs at all.
For the actual quality of repairs alone and for absolutely NO other reason I increased the rating by one star.
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I have used M&W now for a year (with two trucks) and I will share my experiences with you for that time period.
Initial appointment was ok, these folks are not overtly friendly. Theres' a woman that answers/screens the calls and runs the front desk/payments. Then There's Bill who runs the service department toward the back. Again neither of which are particularly friendly, but not overtly rude either just seemingly indifferent.
Over the course of the year they performed the following and more: oil changes, fuel filter changes, suspension repairs, electrical work, re-placed hubs and hub bearings, lube chassis, replaced alternators, inspected and serviced transfer cases, tranny servicing, install tranny coolers and lots more. But this is to give you an idea of how many times we used these folks for our vehicles.
So over the course of these repairs I started to notice a few problems. For instance we had an alternator go out in one of our trucks, no problem. I keep a spare at home, so I just dropped in the spare (took me less than thirty minutes start to finish). I Hung onto the bad one as I figured rebuilding it may be cheaper than a new one.
So I swing by M&W with the truck and the bad alt, asking them if they can either rebuild it or order a new one for me. They say no problem and come look into the truck, take part numbers, take the bad alt and say they'll give me a call. I instructed them to order a new alt if its cheaper than the rebuild.
So several days later after having to call twice to follow up. They finally get back to us saying that it will only be $140.00 to buy a new alt and that's cheaper than a rebuild. So we give them the go ahead to order the new model and toss the bad alt.
Plot thickens, when we arrive to pick up the truck/receive the bill. I notice the cost of the alt is not $140.00 its now $240.00 something!!! I ask Bill what happened, He says flatly that he did quote us $140.00 but realized it wasn't the correct alt. so went ahead and ordered the correct alt at over a 60% increase without even calling to let us know or ask if that's okay with us. So now at this point I could have had the bad alt rebuilt for less or ordered a correct replacement off the Internet for less money. Telling Bill all of this he didn't seem to care at all or even explain anything further as to why they operated like this. Just silence, no apology for the oversight, NOTHING.
At this point a simple apology would have gone a long way. It would have instilled confidence in me and I wouldn't have ever mentioned it again or been upset. Accidents happen and we all forget something once in awhile right?
To make matters worse they charged me an hour of labor to put in the alternator ($85.00)! I then asked why it took so long to replace, it's literally three bolts and three wires to get the alt replaced. This is a very simple job to complete and test the alt.
Bill replied "oh well we had to disconnect the battery and test it once installed" as if that doubled the time. Needless to say I was quite disappointed. I have completed this repair before and it's absolutely not an hours job on this particular vehicle. It appeared to be that they couldn't care less when brought to their attention.
The two issues listed above are very unsettling as at the same time they were completing additional repairs and upgrades. Like install mile marker premium hubs, tranny cooler, also some electrical work on lights, turn signal, etc.
Now I'm very concerned that all/some of the parts and labor I just paid for were over priced and over quoted! I don't complete tons or projects on the truck and as such can't say if installing hubs takes as long as they say it does (for example). But I no longer trust them to quote me accurate parts or labor time anymore.
All said they will absolutely repair whatever you take in to them I have no doubt. It's just how much you end up paying and how long you wait for it, because it might be significantly more expensive and you won't know until you get the bill!
