I scheduled shock replacement for my f250 a week in advance. I selected my shocks at that time. That Saturday, I showed up ten minutes early for my 9am appointment and checked in. I was told my parts were not in stock and the cut off was Thursday. A manager took over and informed me he could get the shocks from the Aurora store, but my job would be delayed by three hours. My wife and I shopped and ran errands in Bennett and after three hours, my truck remained where I parked it. I went home 40 miles away. At three thirty that afternoon, I called the store inquiring when the truck would be ready. I was told to go back at 4 as the bolts were rusty and hard to get off. I along with my granddaughter, were dropped off at 430pm. Truck was on the the outside pad and a technician was walking out the door with three boxed shocks in his arms. I checked in and waited for an hour. I was then told the right rear upper shock mounting bolt was not clearing the B&W gooseneck hitch mounting brackets and that they could either cut off the bolt or disassemble the hitch mount. I asked what their plan of action was. Three men, two managers and a tech.began hitch disassembly. At 6:30 pm, I overheard one of the managers to the other manager, "let's just tell him to come back Monday." I spoke up and made them aware that plan did not work for me, that I had taken off work to be there Saturday, could not leave the truck and could not take off Monday. They were having trouble getting the sixth and final bolt in the hole and fastened. They asked if I needed to tow during that week. (As a matter of fact, I do, that's what the truck does!) I told a manager, to get out of there, I was willing to come back the following Saturday, if I was made a priority. We waited in the showroom. Finally at 7:30pm a manager came in and said, we got the last bolt. He was ready to finalize the sale. He mentioned that normally when jobs are that technical and take longer they charge more. I told him I wasn't paying more, that had they honored my appointment time and had my parts available, they would've finished much earlier in the day and that they need to build extended time into their quote building program. I then inquired as to whether the hitch mounting bolts were torqued to B&W specs, to which the manager responded, trust me those bolts are on tight. I said, okay, because my family, including my grandchildren travel in this vehicle. He offered nothing further.
This was a horrible experience from customer service, to quality, to SAFETY. MY ISSUES:
1) Failed to honor appointment time.
2) Failed to have chosen parts on-site for a known appointment.
3) Workers possibly out of their depth, gooseneck hitches are common, especially in agricultural communities.
4) Suggesting that customer leaves with incomplete work on a safety sensitive piece of equipment is ridiculous!
5) Hinting that more money should be charged after the Les Schwab crew dropped the ball from start to finish.
6) Receiving no return call or email from Les Schwab corporate office after sending a message.
7) Having to have my hitch mount bolts torqued and recertified by a B&W dealer at an additional cost. read more
