After being a customer here for the past 3-4 years for routine maintenance and inspections, I never…read moreexpected to have an experience this frustrating.
We dropped our car off Saturday morning around 10:30 a.m. and were told we would receive a text and email with the inspection results and estimated repair cost. We waited all day. Around 4:30 p.m., I called to check on it, only to find out they had already closed. Apparently, no one thought it was important to mention that my car would be staying there overnight.
So, because of their lack of communication, I spent the entire weekend without my car, was essentially stranded, and had to miss plans I had already made. Not because there was some major unexpected repair taking days to complete--but because apparently no one thought to pick up the phone and tell me they weren't returning my vehicle.
I received the estimate Sunday morning and immediately responded. I even drove down there, only to find out they were closed until Monday.
Monday morning came and went. No response to my email. No response to my phone call. Finally, around 2:30 p.m., I called again.
And this is where the customer service really took a turn.
Instead of an apology or even an acknowledgment that keeping someone's car all weekend without telling them might be, you know, inconvenient, I was told I should have told them when I dropped the car off that I needed it back that day.
Apparently, when you drop your car off at 10:30 on a Saturday, you are now expected to specifically announce that you would like to have your car back sometime before Monday. Good to know. They also told me the website references them being closed on Sundays, but it also said they are closed on Saturdays which is not true. So not much of a valuable source.
I was also told I should have called earlier Saturday to find out what was happening. Because apparently the customer is responsible for chasing down the service department all day to find out whether their own vehicle is being returned.
Meanwhile, I still haven't gotten a satisfactory explanation for the actual repair issue. They replaced my muffler in 2023, and now, only about 15,000 miles later, I'm being told it needs to be replaced again. I asked a very reasonable question: Why? Was the part defective? Was there an issue with the installation? What caused it to fail so quickly? I still don't have a clear answer.
And then there's the $75 inspection fee. I was repeatedly reminded that they were doing me a "courtesy" by not charging the full $150 inspection fee. After being left without my vehicle for the weekend and receiving essentially zero communication, that "courtesy" didn't feel particularly generous.
I completely understand that repairs take time. I understand that businesses get busy. I understand that sometimes a vehicle can't be finished when expected.
What I don't understand is why communicating that to a customer seems to be so difficult.
A simple phone call Saturday saying, "We won't be able to get this back to you today, so we'll need to keep it until Monday," would have prevented this entire situation.
Instead, I was left without my car all weekend, missed plans, had to chase them down for information, and then was told that the whole situation was essentially my fault because I didn't specifically ask for my car back that day.
I've been a loyal customer for years, but this experience has seriously changed my opinion. The repair itself is one issue. The way a customer is treated when something goes wrong tells you much more about a business.
If you value your time, your transportation, and basic communication from the people working on your vehicle, I would think twice before using this service department.
