When I called to make the appt for my boyfriend's truck, we had trouble agreeing on a time. I got a quick reply of, "That's how it's always been here." Well I'm a new customer that was referred by a family friend. The guy had a hard time providing me an accurate quote & assured just to bring it in on the appt day & everything would be all set. He had previously given an estimate to our family friend to relay to us, but never put anything in writing. He said if we supplied our own parts, he couldn't warranty the labor, so I made the appt three wks in advance & asked him to order the parts. We moved to VT recently, but came down to see family for the holiday & figured we'd knock out the appt in the same go. First, we couldn't find the place. They have not updated their address online, & when I called for simple directions, I got another quick reply of, "I thought we went over all of this when we made the appt." Having just moved, & changed jobs, & the time lapse between making the appt & showing up for the appt, & normal life distractions, we did not remember every detail of the phone After trying to navigate incorrect directions, we found Expert Auto & arrived at 8a. We were asked for the keys, he asked us where the parts were, & we told him we didn't supply them because of the warranty concern. He had dropped the ball because parts had not been ordered and he didn't write anything down. We still did not have an estimate at this time. We didn't sign any documents authorizing work even though we asked, but was told he'd call w/ an estimate before any work was done. I called at 12 because I still hadn't heard anything, & was quickly shooed off the phone w/ a, "We do 14 cars a day here, we've been crazy busy, I don't remember what we talked about & I wrote it down but then I threw it out. This isn't your friend's where he does one car occasionally & we'll call you." I've been in the car business for six yrs in the service department doing 80 cars a day in a high volume dealership. That is still not excuse to repeatedly make the problem that you can't handle how busy it is to the customer. We hung up. I called back at 4:30, to which he informed me they were working on our vehicle. WE STILL DIDN'T EVEN RECEIVE AN ESTIMATE! That is ILLEGAL! He said he'd be the cheapest & I said I got a quote from a dealer for cheaper than what he finally quoted. He had the nerve the ask what they quoted me. When I told him I didn't remember, he gave me a hard time that I didn't remember when he dropped the ball ordering our parts. He gave my boyfriend an original estimate of $600. Now speaking on the phone it jumped to $700. I told him that we came 300 mi down from VT 2 days before Thanksgiving for this specific appt. He replied, "Well you didn't tell me that, I thought you just lived around town!" So he'd treat a local customer like they're last priority? I told him we were frustrated & he said he wanted to see the original estimate. He never wrote anything down! He couldn't deal w/ the customer directly, he had to go through several mediums to convey our information. I told him that our family friend is not the one having the repair done & that moving forward I will be his point of contact. He must have repeated 10's of times how busy they are & blahblahblah. Not my problem as the customer. Had he said it once, ok I get it. My boyfriend called back to make sure he got the right oil pan because the guy had told me he sized it for a v4 & we have a v6. The guy quickly replied w/, "I've been doing this for 16 yrs" & then the same, "We're very busy, we do 14 cars a day." nonsense. Terrible customer service. Way to challenge a female customer making them feel like he thinks I'm ignorant. Said he would call mid-morning following day to let us know the repair was complete as it's a 4.8 hr job started @ mid-afternoon the day before, but 10a came & went. We called @ 12 & was told it'd be a few more hrs. We called @ 3p for him to tell us it's ready after we've been waiting around. Thanks for the call guy! Why would I expect otherwise since I've been reaching out to them the whole time. We pick it up & he did get the price down, but drilled it into our heads the "big favor" he did for us. We promptly thanked him the first time & ignored the rest. He pulls out the labor guide & does the whole estimate in two seconds, but couldn't at drop off. We finally get it home to find it's pissing oil from the rear main day before Thanksgiving, thanks for telling us! Caught fire Thanksgiving day otw back to VT. They also didn't clean anything underneath & forgot to put the codder pins back in. I went back after they refused to answer my call & was so rude. Needless to say, we will not be returning. We only went through these guys off our regular mechanics recommendation. It is a huge headache, these guys are not professional, & the customer service is terrible. Spend a bit more for OEM parts & a better warranty through the dealer. read more
