I recently had my car worked on at your Phoenix, AZ location at Bell Rd. My experience was absolutely horrible. Even worse, the store manager's solution to the problem was to inundate me with excuses to the problems of the situation and still charge me for the full service of my vehicle.
On Wednesday, March 24th, 2019, I spoke with Greg, the store manager about installing my timing chain and waterpump for my 2008 Audi A4. He wrote up an estimate for $1298.00 and ordered the replacement kit necessary for the service and informed me that Friday would be the soonest he would be able to do the installation. The estimate stated it would be a 4 hour job and that his tech, who also a former Audi Tech, would be able to complete the job. On Friday morning, around 9am, I dropped off my car and was told it would be ready later that afternoon. When I arrived at around 4:30pm that same day, my car wasn't ready. I was told that it would be ready within an hour or so. By 6:15pm, after not hearing from them, I called and no one answered the phone and left a voicemail to call me in the morning. On Saturday, March 30th, 2019, no one called me. I then had to call around 11:15am to find out the status of my car and was told it would be another hour or so before it was ready. At 2:15pm the same day, I called again and was given yet again, an excuse of needing to get a hose and it would be another hour before it was ready. It wasn't until 3:45pm on the same day that Greg then called me to tell me that it was ready and when I informed him I needed to have someone pick me up and bring me to pick up my car, he said he would call me back. He never did. It wasn't until I called back yet again at 6:15pm that I found out the the shop closed at 4pm and wasn't open on Sunday, March 31st, 2019.
On Monday, April 1st, 2019, at 10:15am, I received a call from Greg stating there was an issue with a hose and that he was replacing it and that he would call me back when it was ready to be picked up. When I arrived at 11:15am, Greg immediately went into his list of excuses, from a former employee not being able to finish the job, other employees not able to finish the job and even stating that he attempted to call me again on Saturday but the line was busy..to a cell phone number. Additionally, he also stated that he was upset at the Audi dealership in which he had to retrieve a part from wasn't open past 4pm on Saturday, and that was also the issue to the car not being ready amd had he been able to get the part, would have come in on Sunday, March 31st, 2019, to continue to work on it.
When Greg totaled up the final bill, it was $200 plus, more than the estimate..of $1298.00.
What I am truly upset about is being asked to pay full price service for absolutely worse customer service I've ever experienced. And to be only offered a free oil change for my inconvenience is abhorrent at best!!! I trusted this store, specifically because they did a complete tire and brake replacement and showed, at that time, not more than one month prior, that they had GREAT customer service and attention to detail and capable of repairing my specific type of car.
So when it came time to do, yet another expensive repair job, I had no problem bringing it back with the expectation of receiving the same level of care to my car. They failed!!!
To have my car for nearly 96 hours, not contact me nearly the entire time and even moreso, to offer up even more excuses AND pay full price is beyond ridiculous!!!
I expect an amicable resolution to this issue immediately and without hesitation.
To date, I've spent over $3,000.00, including this invoice in just under 3 months.
a Former Loyal Customer read more
