This has been the absolute worst customer service I have ever encountered. I NEVER write or complain about the service others do (as I understand things may happen), but based on THIS experience, I felt I needed to post this so others can make an informed decision about taking their vehicle here. In my opinion, please, please save yourself the headache and go elsewhere.
My transmission was on its way out on July 28th as I was not able to go in reverse and realized it that day. I took it to my normal garage shop right away and they told me it was a special issue with the transmission and probably needed to be rebuilt. They weren't equipped to deal with this, so I was told to take it to this auto shop as they trusted Paul and his team to do things right.
When I drove it there immediately, he gave me a small assessment and told me he could have my car ready by August 2nd because it was a long weekend and they had many cars already in the garage. While the price was expensive for a complete rebuild, I was just grateful he was able to get it done. I called on the 2nd to check the status, I was told he was waiting to hear from the manufacturer for additional parts that I "may or may not need", but he wouldn't know until he had taken apart the system in my vehicle. He then gave me an alternate date and told me it would be ready by Thursday or Friday of that week and I would be emailed an approximate price quote once he figured out what was needed. I agreed and asked him to call me back once he figured that out.
By Friday, I had not received a phone call so once again, I had to call a few times in order to leave a message. I was called back on Saturday and told that they had to ship a part from a different province or from the states for a complete rebuild of my transmission, but gave me a timeline that they would have my car hoisted by Monday and I would be able to pick it up Tuesday August 9th after about 7 hours of labour.
That was yesterday. I called several times to no avail. Today I called three times before Paul called me back to tell me that he had gone on vacation and realized that my car had not been touched at all. I'd also like to add that the "office phone" is really his cellphone and was off during several of the times I tried calling. He then listed off a bunch of places, a few he incredulously admitted he didn't trust as well and THEN told me he would be driving my car to one of the ones that he did apparently "trust" who could do this job and get my car fixed.
I understand that people get busy but this has been the worst case of customer service I've ever dealt with. If you couldn't deal with my car in the first place, I could have taken my business elsewhere. Never in my life have I felt so disrespected and lied to. No "promised email quotes", no phone calls and no honoured work done. Paul talks a good game to placate you via phone and explain what is happening/wrong with your vehicle, I will give him that, but aside from a long winded explanation, I never saw the work I was promised. At this moment, he is driving my vehicle to a different shop in a very far end of the city, that he apparently trusts. Take of that, what you will. I don't even know the shop. I just want my car fixed.
I'd definitely advise you to take your business elsewhere and deal with others who are a bit more professional with transmission issues, and know a thing or two about transparency and respect. Don't tell me you are going to do the work yourself to make sure it's done by a certain time and when I call, you tell me you went on vacation because you needed it. I don't know many people who appreciate being taken for fools. read more