More time has pasted and my impression based on personal experiences and first hand knowledge of others who have had their vehicles serviced at Keith Cox indicated a yet declining experience rating.
I would like to see Keith Cox succeed as a valuable resource for automotive services in our area and I have returned myself since the previous review for an opportunity at redemption. I feel this was a much more real-world opportunity to shine compared to responding and trying to make good on valid concerns that I have already posted.
Unfortunately, my experience while it was not terrible, was not good. It turned out to be an unnecessary inconvenience for us. I could have gone to the local dealer for this service but specifically chose to give KC the opportunity. I provided detailed information regarding what the car needed yet had to speak to the technician twice to clarify. The request and process was not technically complicated and for an experienced technician should not have presented any challenge to understand the request. In addition, the person I coordinated the service with was not the person who processed the transaction when the service was complete. The problem there was that the vehicle was kept longer than committed and not all of the committed services were completed. When this was made evident to the person closing the sale at pickup of the vehicle, no offer to complete the services were made (which I would not have accepted as the agreed time had already passed) a $25 compensation card was offered. This made a not so great transaction even worse, my needs and Keith Cox's commitments were not met; a small KC voucher does nothing to address this.
On to the next poor experience. A close friend of ours took their car, which I was very familiar with, to Keith Cox and against my advise essentially wrote a blank check by asking for them to do what the car needs. This opportunity was not missed by Keith Cox. The car is decent looking, fairly high mileage but well maintained, and in good running condition. ~$3000 of service was performed. This one may be somewhat subjective as they were asked to do what needs doing. My problem with this situation is that I looked at what was done and the rates, while I am not going to list the parts and rates for the services I felt a fair amount of this was taking advantage of an opportunity of a gal who didn't know the difference. Opinion... maybe. But as mentioned before, this is a trend that I have experienced myself and heard of from others in the community.
Last example. Another close friend of ours takes their car into CK, they are told there is no oil pressure "we took a look and called the technical hotline; determined you need a new engine, would you like to proceed"? No technical detail was provided beyond "engine is toast, do you want a new one". Upon taking the car elsewhere for a second opinion the oil pressure sensor is found visibly damaged and not functioning properly. The sensor is replaced, oil and filter changed and a sample of oil is sent to Blackstone Oil Analysis laboratory with all these details. Speaking with Blackstone they were confident there was no internal engine damage, the oil sample was at 5,000 or more miles (meaning it was a good representative sample); the analysis indicated a very healthy engine. Blackstone said the sample represented "better than typical for this engine model and mileage". That same engine is still running fine. Here is my take on this, Keith Cox does not have experienced mechanics, or enough to cover all the jobs going through their shop. The inexperienced mechanic calls a "I don't know what I'm doing hotline" who diagnoses an engine failure site unseen, engine replacement is advised and offered at a cost higher than the value of the car...
Unfortunately I have to stand behind my recommendation to look elsewhere. I suspect there is a disconnect in communication at the front desk, Keith is passionate but I don't know that the service writer shares this quality and a lack of technical expertise behind the doors which are resulting in unnecessary upcharges/services and lack of quality.
I share my experiences, both good and bad. I frequently call stores and talk to managers to report exceptional service and leave feedback online to represent quality service, I am not an internet troll or basher. I suggest everyone take every review with a grain of salt. These are my honest experiences here over a significant timeline. I am not interested in debating whether or not my perspective is accurate nor am I trying to serve retribution, this is a record of my experiences and maybe it can be used constructively. read more
