GET EVERYTHING IN WRITING. Beware of the unprofessionalism and attitude of the owner. We had a very bad experience.
Summary:
Service Time - 1
Communication - 1
Quality - 3
Professionalism - 0
Owner attitude - 0
TOTAL - 1
Situation:
I took a cheap, extra car in to get just the driver door lock to work. Spoke with Sean in office. He stated it could be $100 or $160, but he wasn't sure. He said his rates are $125 per hour and he'd have to look at the car the next morning. I said many times to simply to replace that lock and nothing else. I took it down the next morning and told the girl at the counter and she wrote the "driver lock only" in the big book they have at the desk next to a green folder. I didn't hear back for a while so I went down and saw the 2 technicians. I told the techs, told the staff, told the staff again - please just check the lock and let me what is involved. a few days went by, no word and no call.
A few more days went by. no word and no call. Called the business. They said the techs are busy and the owner is out of the office but they would call back. No call. A couple more days. Went to the business. Techs were there but not the owner. They started saying how it was difficult and they were looking at the trunk, ignition, etc. I said to stop. I only want driver lock. button can open trunk and don't need any other work done. They started saying it's better to match and - I again stopped them and said don't do any of that other stuff but do just what I told the front desk when it was brought in - Just do the driver door lock. I already had a service key and don't use anything else for this cheaper car. They were nice and seemed to understand. a few days went by. I called but no one was able to help but the front desk girl again took my number. No response. I went to the business again. Another lady at desk said no one was there but she will check on it (again took my number). I got a call at about 4:30pm that day from the other girl (Heather?). She said it was $400. I said that doesn't sound right for just 1 lock on a manual window 2005 car. She said she would have Sean call. No call.
Again I went to the business for the next week 2-3 more times and Sean wasn't there no did he call. I finally went down and the bookkepper was in the office and called Dennis and called Sean and left a message. He called at 5pm and was very rude. First, saying that it took 8.5 hours of labor (for just a lock???) and that these cars are difficult.
Before I said anything, he stated he would not be giving a discount and it is a discount that it is only $400. I finally was allowed to speak. I asked why I received no call backs before work, no quotes or calls on a quote and no paperwork or work order to know what I was getting. Seems unreasonable. He said pay the $400. You're lucky I don't charge you $1000. If you don't like it, take me to court. He hung up. I was quite taken back by the attitude since there was never a call or quote sheet before I went in. How unprofessional.
I called the dealership and they are always most expensive (until now) and they charged much less for the lock and would include other services at their dealership. No paperwork nor quotes prior to such a difference in pricing, plus no callbacks and attitude of owner makes this place a 1 star and the professionalism of the owner shows that no one will get real customer service training anytime soon. Unprofessional - You will notice in the response from the owner acting like he didn't say the things above (I recorded visits to the business and phone calls). He thinks he can charge any hours to a customer without a work order and not letting a customer know until he is finished doing whatever? I guess I'm lucky he didn't change out a door or steering wheel, right? LOL Beware of this business and ...
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