Extremely Disappointing Experience -- Poor Communication and Lack of Transparency…read moreI am sharing my experience because I believe customers should know what to expect when leaving their vehicle with Valley Park, Southern Bus and Mobility.
Unfortunately, my experience was extremely disappointing. The biggest concerns were the lack of communication, the lack of clarity regarding charges and repairs, and the fact that additional work was completed without the notification and approval process I had specifically requested.
My bus was at the facility for approximately five days before I received any communication, and I had to initiate contact myself. After the first two days, I called and was told that my vehicle was next in line and should be pulled in the following day, which would be Wednesday. By Friday, I still had not received an update, so I contacted them again and was finally given information about the status of my bus.
At that point, I learned that I had already incurred more than $750 in charges. I had not previously been contacted with an explanation of any cost, how much for diagnostics or how things work in general at this facility. I raised this concern with the service manager (Nate) and requested clarification regarding the charges and the work being performed.
I subsequently put my communications in writing so there would be a clear record of what was being discussed.
The following Monday, I emailed regarding the charges and was informed that the $750+ charge was for diagnostic work to determine the problem with my bus. Although I was more than upset about not being notified beforehand, I chose to move forward because I needed the repairs completed. I also explained that my expectation, based on my experience with vehicle repair facilities, was to receive an explanation of the findings and estimated repair costs and to approve repairs before they were performed.
I also informed the service manager (Nate) that if the necessary parts could not be located by the following week, I intended to pick up my bus.
I approved the some of that work that was needed but was still waiting to hear back about the main reason for my bus repair. I contacted them again for an update. I was then informed that the needed part was already in stock at the facility. At that point, I provided approval to proceed with work and was waiting on more info about the main problem.
After my email, I received a call. During that conversation, I was advised that additional problems could potentially be discovered once they got further into the repair. The main repair was $1400, but if additional work was required, it could involve approximately 18 additional labor hours and potentially another $3,200.
Because of that possibility, I specifically requested that I be contacted before any additional work beyond the $1,400 repair was performed. I wanted the opportunity to understand what had been found, what the additional work would cost, and whether I wanted to authorize it. That request was made in writing.
I then waited for another update.
I did not receive one.
By Friday, I contacted the company again and was informed that the work had been completed. I was also informed that the additional work, costing approximately $3,200, had been performed.
When I asked Nate why I had not been contacted before the additional work was completed, I was told that the additional work had already been discussed. My concern is that, regardless of what may have been discussed previously, I had specifically requested notification and an opportunity to approve the additional work before it was performed.
That request was not followed.
For me, this was not simply an issue of the final cost. It was the overall experience and the communication throughout the process. I repeatedly had to contact the company to find out what was happening with my vehicle, what I was being charged for, what repairs were being considered, and whether additional costs were going to be incurred.
I understand that repairs can uncover unexpected problems and that costs can change. What I expected was straightforward communication and the opportunity to make informed decisions about additional expenses before the work was performed.
Based on my experience, I would not choose to use this Southern Bus and Mobility. I will look for another facility that can service my bus and that places a greater emphasis on communication, transparency, and obtaining customer authorization when additional work and significant additional costs are involved.
This review reflects my personal experience and my understanding of the communications and events surrounding my repair. I hope that Valley Park, Southern Bus and Mobility takes this feedback seriously and improves its communication and customer-approval processes going forward.
