I took my son's Toyota Prius, to Boulder Hybrids to get an oil change and new brakes installed on September 29, 2021. This is a car that we bought from Boulder Hybrids in 2020 and had already had serviced once by them. And previous to this experience, I would say we found them to be quite satisfactory.
Unfortunately, our most recent experience was far from good. The mechanic who rotated the tires on the car did not seem to properly tighten down the lug nuts on the right rear tire and later that day when my son was driving the car home from school, three lug nuts came off the wheel and it started to wobble and drive funny. Fortunately, my son was not driving at high speed and he pulled over quickly and parked the car before the wheel could fall off completely!! Luckily the problem did not result in an accident, and I wonder if things might have gone worse if he had been driving on higher speed roads!
By the time I was able to get to the car and assess the problem, it was already after hours for Boulder Hybrids. So I stopped by the shop on my way to work the next AM. At first they seemed a little skeptical of the story I told them. However, they did take action and had the car towed and then acknowledged they were at fault and fixed the problem as quickly as they could that day.
I realize that people make mistakes and I attest to the fact that they fixed the problem as promptly as they could. However, dealing with the problem they caused cost me a significant amount of free time to deal with it and on top of that, because the car was in the shop for nearly the whole next day, I had to unexpectedly use PTO to leave my job to drive my son to an event that day. I explained this to the people at Boulder Hybrids and asked if they could do something to make up for my lost time and money (give me money back on the service or credit for future services). The response I got was that I would get a call the next week from the owner to discuss this. However, as of the end of the week October 9, 2021, I have not been contacted again by anyone at Boulder Hybrids on this matter. In addition to not getting a phone call as told, they never seemed very conciliatory nor did they ever acknowledge or appreciate that their mistake caused me significant added loss of time and money above and beyond the original service fee (which I paid and am not disputing). This seems like very poor customer service when dealing with a mistake they made. read more