I was a very loyal customer for over 5 years and before they opened up their Georgetown location. Back when the owner and old crew were in Round Rock, they took care of their customers no matter how small of a job it was. It was this service that kept my family and myself going back for years. I even referred them to all of my friends. One example, last year my rear passenger window motor went out. When I took it to JC and found out the cost of a new motor, I decided against doing it. They came up with a workaround solution by cutting the motor wire and keeping the window up. I agreed, and it worked fine and cost me a minimal amount. They were really nice back then. They valued customers and that's what made me spend thousands of dollars over the years with them.
Today was a completely different story. The same window issue came up on the rear driver's side window. I took the car in, but this time I was dealing with a new guy up front (I believe his name was Mike). He is extremely short with customers and if I'm not mistaken, at one point he picked up the phone to talk to a lady on the other end and started the call with a rude "WHAT?" and hung up the phone right after. When it came to my turn, he called a mechanic and they had a meeting about my window issue (within earshot of me). I could clearly hear the mechanic object to the job. He said "do I really have to do this" to Mike. Mike told him to do the best he could at the very end in a louder voice so that I could hear. The mechanic took the car to the bay area. After 5 minutes he came and got Mike. Mike came back in and said they couldn't do it because they were not feeling comfortable with cutting the wire. I reminded them that this was the same job they suggested and did for me last year. Mike told me things are different now and he wasn't feeling safe doing it. I told him I'd sign a letter if that's what it took, and he said no. I was upset that I had been a long-time valuable customer to them and the same issue which they solved for me last year, was now a problem that they wouldn't fix. One reason I believe they didn't do it is because it wasn't a costly job. I called the owner in Georgetown and she politely listened to me. During our brief conversation, I told her that she may not care about me as a customer, but I value myself in order to stop going to a place which doesn't value my business. I felt that maybe as a business owner, she would care to find out what has happened to their Round Rock location. I also let her know that they had lost me as a customer and she thanked me for calling and hung up the phone. After that, I drove to the other side of the freeway to a place called The Oil Well Automotive. The owner took 5 minutes from his busy schedule and pulled the window up and disconnected the wire. He didn't charge me anything. Apparently customer satisfaction was worth a lot to him.
In summary, if you have a simple, sub-$1000 repair, don't go to JC because once the owner opened up another location, customer service went down-hill. I strongly suggest to try The Oil Well Automotive, located at 1803 S Mays St. Round Rock, TX 78664. It's a smaller business, which values customers and reminds me of the time when JC used to care about all of their customers. read more