I've lived in Southlake for 25 years. Pretty sure I was there when Gary's first started back in the day when they valued their customers. Last summer I went into the shop on Davis and put myself on a "waiting list" for riding mower repair. The nice woman at the desk said they now charge for pickup/delivery. With raised eyebrows, I pointed out that I had been a customer for 2 decades (at a different Southlake address) and there didn't used to be a charge. She looked me up on the computer and said she would note it in my account so that they wouldn't charge me as they only charge new customers, a fact she later flat out denied. Long story somewhat shortened, by the time my name came up on the waiting list it was 3 months later and I had pursued other options.
This summer, I decided to give them another chance since I've done business with them before and now I live a lot closer - 4 miles with 2 turns to be exact = 5 minutes. They came out and picked up my equipment (the wait was only 2 weeks this time) and at no time did they disclose there was a $70 fee to do so. Mind you, I live 4 miles from the shop and off the same street and I was under the historical impression there would not be a charge. I could have driven the thing there myself. They pick up my mower and a tiller, deem the mower is beyond reasonable repair, although they never did disclose the exact problem or cost to me. They repaired a flat tire for $50 by putting a tube in it. They cleaned the carburetor on the tiller for $60, which has previously been done by 2 others with no subsequent use because the thing wouldn't start and my bill was $180! I asked if they thought it was good business practice to disclose their $70 pickup/delivery fees to customers beforehand and the response was, "my time is worth something" and "you didn't ask". Then they try and tell me it generally takes an hour to pickup and drop off, so that's how they justified charging me FOR FOUR MILES. I may be blonde, but I'm not stupid! I was also a little undone when they called to tell me the total I owed and what work they had done, rather than call me prior to completing the work and let me know what they planned to do and how much it was going to cost. "This is what we did, pay or we keep it" is not a good business practice to hold customers hostage like that. But, they're in Southlake where its completely common and somewhat accepted to gouge people by zip code. Kind of like, if you have to ask you can't afford it, mindset.
So then, after I tell them I will never do business with them again, they are fine with that because let's face it there's a waiting list they don't need customers. They take my credit card number for $180 for a non-working mower and a questionable tiller and I'm thinking, "I support small businesses, but I can't support this one - it's time to Yelp It." Within minutes they call me back, out of conscience I guess, and offer to "split the difference" of the exorbitant pickup/delivery fee and lower it to $35. In my mind the damage was already done. They'd already earned themselves the gift of an awful Yelp review and a heads up to anyone that is considering doing business with them - DON"T. Enjoy.
Seriously, if you have mechanical know how to fix lawn mowers and would like to start your own mobile lawn equipment repair, hit me up. I can do the marketing and admin and bring you all the customers you'd want. All you have to do is 1) have integrity, and yes, I will background check. 2) fix it, for real. There is a huge demand here in Northeast Tarrant County. And I will be your first customer! read more
