My first repair at this service center went well. The staff was friendly and did a great job in a timely manner. The service contract was filled out and presented prior to work being done. The repair was explained and when alternate cost saving options were available I was informed and gave my authorization for the change in service.
Great job the first time; however, the second time around was a complete 180, the only positive was their good morning greeting. My work order was never written up, authorized (signed) or a copy provided to me. The verbal phone quote was added to when the owners understanding or the jargon was different than the described services the order taker explained to me. We could not communicate precisely and the owner did more work due to a misunderstanding (between the three of us) of their business jargon. I was billed $50 more for services I did not want or authorize. Buyer beware!
I arrived at 8am as requested and selected 2 of the 4 services quoted to me over the phone and explained by the order taker. My keys were taken, I asked if there was anything else to do, but was quickly shown the door and was told I would be called when the car was ready. Not all of the work I requested was listed on the work order, therefor would not be done by the end of the day since it was already late in the afternoon. After 7 hours they hadn't even finished the work order. I called for a status check, only to find out that they neglected to do half of the work requested as the order worker did not put it on the service ticket. I was asked to bring the car back next week!!! so they could finish the job.
The owner talked with me later and informed me that they would be able to complete the whole job as another client just cancelled their service call. At this point the owner tried to verify the tasks to be completed but it turns out that the tasks quoted by the order taker seems to be different than the owners understanding of the same jargon. Additional checks and services were rendered that were never explained, quoted or authorized by me. The owner took his understanding of the work to be completed as verbatim to what his staff had quoted me. The owner provided more billable services due to his understanding of a "non-standard" industry term and our call as an authorization to do what his interruption of the services were.
The owner was very apologetic, but not willing to compromise in any way, shape or form to make up for the miscommunication and errors in handing the paperwork and not listening to my service request in the first place. If she (order taker) would have listened to my request and written up the order correctly when I dropped off the car, the second misunderstanding with the owner would never have happened. The order taker was more interested in meeting my cat and asking questions about its breed than doing her job properly. read more
