We used Geller's for years after a recommendation from a coworker. Less than a mile from home which was nice. Every repair has felt a little off- first, an expensive (failed) AC repair which I later came back and asked questions about and they sounded annoyed for every question I had. I just wanted to know what exactly they did and tested so that I could know how to continue. The passive aggressive attitude from all these people is comical. If you're not a car junkie, prepared to be talked down to.
Second- a belt repair which they (without asking) added another hour of labor to put in a headlight. They told us all about how many difficult engine parts they had to remove to access the headlight and "figured" it would be something we wanted. Zero call first, no authorization. I googled it, and next time a few months later I fixed my own headlight in under 2 minutes with access from the wheel well opening. Reach in, yank it out, plug the new one in, seat the metal bar, done. There's NO chance they didn't know that, and if they actually didn't know, it's embarrassing that they would rather pull out half the engine than research for 2 minutes.
Third- I had a dead alternator this week. Spent about 5 minutes on the phone with Scott discussing options, pricing, etc. I found remanufactured alternators online for like 1/3 the price, he told me I can't order parts myself- okay fine, that's a fair policy if they want to do that. Makes sense. He started to search on his computer and asked me questions about my car, make, year, model, the usual. He asked which specific engine is in my car. I blanked and told him I had forgotten. THIS. DUDE. Laughed at me. Cackled like a movie villain. Then said, "HOW is it POSSIBLE to not KNOW what engine if you were just talking about buying an alternator?"
He was on speakerphone, with my family and girlfriend present. They all looked shocked and I sat there not knowing what to say, before hanging up on him. Between us all, we have easily spent tens of thousands of dollars at Geller's. In one sentence, he lost all of us as customers forever.
I have never been spoken to this way by a business. Not ever. If I was an old woman, anyone else, he wouldn't DARE speak to me that way. I'm not a car person, but he's not an expert in any of the many things I'm an expert in either. Respect is not hard to do. I am very open to admitting the things I don't know and ask questions all the time to learn. It would have cost him NOTHING to just respond with- "no problem, let's figure it out". In this case, it cost his business thousands of dollars of future income.
Strongly recommend to trust your gut and instinct when you meet these people and avoid at all costs. I wish I did that years ago. read more
