It is deeply disappointing that we feel compelled to write this review, especially given our…read morelong-standing and overwhelmingly positive experiences at West Coast Diesels' Sebastopol Road location. We've always appreciated the professionalism and expertise we've encountered there, and up until now, considered them our go-to diesel specialists. Let it be clear: this review is not a reflection of that team, but solely of the egregious experience we had at the Airway Drive location.
From the very beginning, our dealings with the Airway Drive shop were marred by poor communication, extended delays, and a general air of disorganization that suggested either a lack of competence or a troubling disregard for customer service. Still, we remained patient--until the situation took a turn that was not only unprofessional, but wholly unacceptable.
Upon arriving to retrieve our vehicle, I witnessed someone driving it toward the premises under the guise of a "test drive"--a process that should have been completed prior to our scheduled pick-up. More baffling was the bulky, black electric bicycle inexplicably loaded into the truck bed. Alarmed, I immediately rushed to the front office for answers. In the brief time it took me to walk in, the bike had vanished from the truck bed.
When I confronted the staff, Jena informed me the truck had gone out for a final test drive and went to determine who had taken it. Moments later, Travis Coleman--co-owner of West Coast Diesels--came forward and casually admitted to using my vehicle to pick up a birthday gift for his son. His explanation? That it was "just a 7-mile" test drive, and "the truck runs great". As if the brevity of the distance somehow excused the gross violation of trust. Even more troubling was the fact that the odometer showed 33 miles had been added (from when it was dropped off)--well beyond what would be considered standard for any diagnostic test. One week = 33 miles
Let's be clear: this was not a test drive. This was a co-owner of the business using a client's property for personal errands without permission, without disclosure, and without remorse. That Mr. Coleman felt entitled to use our vehicle as if it were his own--especially under the flimsy pretense of a family-related errand--is deeply unsettling and entirely unprofessional. It begs the question: if the ownership is comfortable doing this, what other ethical boundaries are being crossed behind closed doors?
This incident alone is enough to erode any confidence in the shop's integrity. But unfortunately, it was not the only issue. Our vehicle sat in their care for a full week for what should have been a relatively routine repair. We received no proactive communication--every update had to be requested--and were met only with vague excuses about being "down technicians." While staffing challenges are understandable, poor planning and dismal communication are not. As a customer, it is not our job to chase down answers or accept delays without accountability.
In light of this experience--especially the unauthorized use of our vehicle by a business owner--we will never be returning to the Airway Drive location of West Coast Diesels. If you value professionalism, honesty, and basic respect for your property, think twice before entrusting this shop with your vehicle.
Disappointment doesn't begin to cover it. This was a complete failure in customer service, ethics, and leadership.
Jake & Lucy
