I will give Spring Hill (SH) an "A" for the work and timeliness to complete, but a complete "F" on customer service. The 1st time I came in to SH I was looking for a work-repair estimate, and waited in their lobby for over 5-minutes before anyone came up to assist. The 2nd time I came in as a paying customer for work completed. I walked into their lobby, and again no-one was present to greet or assist. In addition the shop door was open and the lobby was very noisy due to activity in the shop. I looked around and saw someone in a back office and I waived... The person seemed busy with paper-work, but signaled one-minute with their hand/finger. I then waited for an additional 10 minutes for the guy in the office to come out and help me. When he did finally come out, there were no apologies for the wait, just simply... "Can I help you?" This was the trigger button for me, and I was pretty pissed off SH kept me waiting for over 10-minutes so I could give them money. I pretty much gave the guy a piece of my mind and in the end he wanted to keep arguing his point... It's like this person felt his time was more valuable than my time... He even said as much, "I couldn't help you because I was busy texting."
To compound issues, when I finally get to an exterior check of my vehicle, I find that SH has scuffed my right passenger mirror... I mean it's not bad enough some-sad-sack swiped my brand new car in a parking lot and then took off leaving me to pay for their mistake. I now have new damage from the people I'm paying to fix my car. So they take my car back into the shop to buff out the side mirror, and 10-minutes later bring it back. The mirror still had a noticeable scuff; I made them take it back in again, after another 10-minute wait. They did get the scuff out, I was thankful it did not need to be painted.
I didn't bother to check the interior of the car before paying, because no work was done to the interior, and paid after over 40-minutes of waiting on them. I got in my car (and mind you it only has 8K miles on it), and notice there is a plastic cap missing from my center console. At this point in time I also noticed they've cleaned the interior, which is a very nice touch, just not when they cause damage. I immediately go back inside and tell the guy there's an additional issue that SH needs to fix. He comes out and I show him what was missing (Cover-Shift Lock). This guy looks at me like I'm nuts and I'm trying to pull scam. He tells me they're not responsible for that, as they did no work on the inside of the car. Again, my car only has 8K miles on it, and I quickly point out to him, that his team cleaned the inside of my car, and that perhaps they vacuumed-up this part... I told him bottom-line, I was not leaving his business until they took care of this issue, especially after all the other stuff that I described above occurred. Finally, he said that SH would purchase the part and give me a call when they receive it from Nissan. It turns out the part costs $7 on the Nissan OEM replacement part site... Yeah some scam I'm pulling. The part came in the next day and my wife picked it up for me... When I got home, I simply dropped the part into where it would go on the console. This part does not lock in.... So, it's quite apparent to me now, as it was assumed then, they vacuumed-up the part.
People have a choice where they spend their money, and I'm sure SH is going to reply to this lengthy Yelp post saying, that he told me "Three-Times" I'll be right with you, and my expectations were unrealistic... I couldn't hear a thing because of the noisy shop, and beside the point, these guys could care less about the normal customer... They must make a killing off the local car dealers funneling them business, and could really care less about anyone else. Of course mileage may vary, and granted this may have been an off day... A really off-day. There's just no excuse for the poor service, representative attitude, and additional issues caused by SH. To date (three weeks later), no one has bothered to follow-up to see if everything was satisfactory and to apologize for the mishaps. I will admit, if SH had followed up with a courtesy call and showed genuine remorse/concern that I had been taken care of by them, I wouldn't have posted this message. I would've posted a positive message.
My advice... Although the work SH did was good, the less than pleasant customer experience, coupled with the hassle they put me through without any remorse, forces me to recommend another place for you to take your car.
SH, the only true response you should be providing to this post is how truly sorry you are for my clearly bad experience with your business. Taking ownership to the issues you've caused is the first step towards becoming a better business. read more
