If I could put 0 stars I would…read more
My experience with Tuffy has been absolutely unacceptable, and I am honestly disgusted with the way my vehicle and this entire situation were handled. The biggest issue throughout this entire process was the complete lack of communication, accountability, and professionalism.
My 2019 Kia Forte needed an engine replacement. My warranty company approved the claim, the replacement engine was sent to Tuffy, and I waited while they completed the repair. After everything I had already gone through with my car being down, I was finally told my vehicle was ready and picked it up believing the problem had been properly repaired and that my vehicle was safe and ready to drive.
Less than 24 hours later, my car was having problems AGAIN. It was making a clanking noise, and I ended up having to get the vehicle TOWED right back to Tuffy. Considering they had just replaced my engine, of course I was concerned that something was wrong with the engine or the work that had just been completed. Having to tow a vehicle back to a repair shop less than 24 hours after getting it back from an ENGINE REPLACEMENT is ridiculous in itself.
Then came the battery situation, which made this experience even worse.
Tuffy put a new battery in my vehicle without properly communicating with me beforehand about the price or making sure I understood and agreed to that additional expense. I should not be finding out AFTER work is done what something is going to cost me. Customers deserve the opportunity to know the price and make a decision before additional parts are installed in their vehicle.
When I made it clear that I did not want to pay for a battery that I was not properly informed about beforehand, I was told they could simply remove their new battery, put MY original battery back in my car, and I would not have to pay for theirs.
Okay, fine.
Except when I came back, I was then told that MY ORIGINAL BATTERY WAS GONE. The employee explained that my old battery had already been given away/returned, meaning they could no longer put MY battery back in my vehicle like they originally told me they would.
How do you tell a customer that you can put their original property back into their vehicle and then get rid of that property before the situation is even resolved?
Then, to make the situation even more frustrating, the lady with the piercings was struggling to remove Tuffy's battery from my vehicle and acting as though she did not know how to take it out. At that point, I was beyond irritated. This is an AUTO REPAIR SHOP. After everything I had already dealt with, watching an employee struggle with removing a battery from my vehicle while acting like she did not know how to do it was the final straw for me.
There was already poor communication surrounding a MAJOR engine replacement. I received my car back only to have to get it towed back less than 24 hours later. Then a battery was installed without the cost being properly communicated to me beforehand. I was told my old battery could be put back in, only to arrive and find out they had already gotten rid of it. Then I had to stand there while an employee struggled to remove the battery they installed.
That is not how you handle someone's vehicle, especially after they have trusted your business with something as major as an engine replacement.
What bothered me the most was the lack of communication throughout this entire experience. When someone leaves their vehicle with a repair shop, especially for a major repair, they should not have to constantly wonder what is going on with their car, what is being done to it, or what they are going to be charged for. Communication should be BASIC customer service.
I gave Tuffy multiple opportunities throughout this process to simply communicate with me and handle things professionally. Instead, one issue seemed to turn into another.
I would NOT recommend this location based on my experience. I expected professionalism, transparency, proper communication, and care for my vehicle. Instead, this entire situation left me frustrated, inconvenienced, and completely disappointed with how this business operates.
If you decide to bring your vehicle here, I strongly recommend getting EVERYTHING explained to you beforehand, including every repair, every additional part, and every charge, and making sure you know exactly what is happening with any parts being removed from your vehicle.
