I brought my car in because my highest priority was diagnosing and repairing the check engine light…read moreso I could complete my emissions test and finally renew my expired registration. I made that very clear when I scheduled the appointment, dropped the car off around 8:30 a.m., and again explained that I needed the vehicle back by 2:00 p.m. because I work a night shift. I specifically asked that this be prioritized.
Around 11:30 a.m., I received a call that my car was ready. I was then told that the check engine light--the primary reason for my appointment--had not been repaired. After reading the code, they determined the required part would need to be ordered, and I would need to bring the car back on Thursday or Friday.
My frustration isn't that the part had to be ordered. I understand that no one can know exactly what's needed until the vehicle is diagnosed. My frustration is the lack of communication. If I had been told when I dropped the car off that there were six vehicles ahead of me and that my priority repair likely couldn't be completed that day, I could have made an informed decision to either leave the car or take it somewhere else. Instead, I lost most of my day and still left without resolving the one issue that brought me in.
To Jeff's credit, he reduced my bill by about $30 for the oil change and diagnostic, which I appreciated. However, clear communication at the beginning would have been far more valuable than a discount afterward.
Another issue during checkout genuinely concerned me. When I signed electronically to pay for the oil change and diagnostic that had been completed, the system automatically applied my signature to a separate estimate for the future check engine repair. I had not approved that repair. The part still needed to be ordered, and I hadn't even decided whether I would return to have the work done.
What made me uncomfortable was that the estimate already contained authorization language stating, "I hereby authorize the repair work..." even though I had never authorized those repairs. In my opinion, signing for completed work should not automatically place a customer's signature on a separate estimate for work that has not yet been approved. An estimate is not the same thing as authorizing repairs.
I raised this concern directly with Jeff because he is the owner. Instead of acknowledging why a customer might question seeing their signature on an unapproved estimate containing authorization language, I felt my concern was dismissed. Whether this is a software issue or an internal process, I believe it should be corrected. A customer's signature should only appear on an estimate after that customer has actually approved the proposed repairs.
Because I had not authorized that repair, I asked that the estimate be marked "Canceled" before I left. I simply was not comfortable leaving with my signature attached to an estimate I had not accepted.
I also learned that Jamie is no longer with the company. She was organized, detailed, proactive, and customer-focused. Looking back, I now realize how much she contributed to the overall customer experience. Since her departure, the communication and coordination no longer feel like they once did.
Jeff has always done quality mechanical work on my vehicle, and I still believe the shop is fairly priced and doesn't try to sell unnecessary repairs. However, today's experience showed me that good mechanical work alone isn't enough. Communication, appointment management, and administrative processes matter just as much. Unfortunately, I no longer have the same confidence in the customer experience.
UPDATE:
Long-time customer correcting factual inaccuracies in the owner's response.
Due to character limits, my complete response, call log, Uber timeline, voicemail, and supporting documentation are attached as screenshots. I also encourage readers to review the owner's responses to other critical reviews before forming their own opinion.
Summary:
Owner states I was "45 minutes late." My attached call log and Uber timeline document the actual timeline.
At 8:08 AM, I called, explained my emergency, and asked whether I should reschedule. I was told, "No, go ahead and come in."
My review was never about parts availability. It was about communication and concerning administrative practices.
An estimate is not an authorization. Automatically transferring a customer's signature onto an estimate does not resolve my concern--it explains it.
After my review, I received a voicemail stating the shop would no longer repair my vehicle. I respected that decision.
Technical ability was never my concern. Communication, administration, and handling of customer feedback were.
Please read the attached screenshots for the complete timeline and supporting documentation.
