I understand that this is a family business with around 50 years of experience, and that reputation…read morewas one reason I trusted them with my car.
I am very hesitant to write a negative review. I generally do not like speaking badly about anyone, and I believe in giving people and businesses a second chance to correct a mistake. Unfortunately, after several attempts to resolve this situation, I feel I should share my experience.
About three weeks ago, I brought my car in for new tires. I was also advised to have additional work done, including replacing the brake discs and checking the fluids and other items. In total, I spent more than $2,000.
After waiting quite a long time, we received the car and drove away. Partway home, the engine splash shield fell down in the middle of the road. Apparently, it had not been secured correctly after the service. I had to call roadside assistance to help secure it so I could continue driving. This cost me additional time, money, effort, and considerable frustration.
I brought the car back to the shop, and they secured the shield. I then requested that a new engine splash shield be ordered and installed. I was told they would order it and contact us.
Nearly three weeks passed without any update.
When I finally called to check on the order, the person answering the phone told me that I needed to call back the following day to speak with the manager. I explained that I might not be able to call the next day and politely asked her simply to leave a message or note in the system for the manager. I even said, "I beg you, please just leave him a message."
Her response continued to be essentially, "You need to call back tomorrow."
That concerned me. From a customer's point of view, I had already contacted the business about a problem that resulted from the original service. I did not understand why I should have to repeatedly call back rather than have my message passed to the appropriate person.
The next day, instead of calling, we went to the shop in person. We were then told that the manager was not there and that we might have to wait several hours.
By that point, we were understandably frustrated and said that this did not seem like good customer service. The response we received was essentially, "If you think we're so bad, then don't come here."
I was honestly stunned. In all my years dealing with businesses, I cannot remember being told something like that after trying to resolve a legitimate service problem.
I did not expect perfection. Mistakes happen, and I was willing to give the business an opportunity to make things right. What disappointed me most was not simply the original mistake with the splash shield, but the way the follow-up and communication were handled afterward.
I am sharing the facts of my experience. Whether this represents the normal quality of this business is something each customer can judge for themselves.
