Brandon Smith

Well, look at you, Mr. Speedy Service! It sounds like our team really hit the gas on your visit—no getting stuck in traffic here! We're all about that top-notch service and are glad you felt the courtesy zoom right to you. We'll keep our engines running smooth for future rides!

We truly appreciate your feedback and are glad to hear you found our staff to be friendly and respectful. We also understand your frustration regarding the amount of time spent during each visit, and we’d like to provide some clarity on the situation.

On your first visit, we identified that your vehicle’s suspension required attention. Because your vehicle is part of a fleet program, we were required to submit those repairs for approval before proceeding. This process can take additional time as we must follow the fleet company’s procedures and use the exact parts and repair methods they specify — especially since your vehicle did not have factory equipment. This required us to source and order components according to their direction.
In addition to the suspension work, we also had to order specialty tires that were not available locally in Houston, perform the transmission service your fleet company requested, and replace the front and rear shocks with non-OEM parts that were special ordered to meet their quality requirements. Once those items were completed, we performed an alignment to ensure the vehicle handled properly and would not return with the same issues.
Regarding the delay at pickup, the vehicle behind yours was not being detailed — our team was simply finishing topping off the engine oil to safely move it out of the way so we could bring your vehicle up front. Our staff even stayed after regular business hours to make sure all repairs were submitted, approved, and completed properly. We offered you rides to wherever you needed as well.
We sincerely understand that your time is valuable. However, when working with fleet-managed vehicles, we are obligated to follow the procedures and service requirements set by you fleet company. We do this to protect both you and your organization’s investment in the vehicle, and to ensure all work is performed correctly, safely, and with the proper approvals.
We appreciate your understanding and the opportunity to service your vehicle. Your feedback helps us continue improving our communication and coordination to better serve you and other fleet customers in the future.

Hi Mr. Carey, this is James with Safe Auto Repair. I wanted to personally reach out and sincerely apologize for the amount of time you spent here during your visits. You’re absolutely right — we dropped the ball on coordinating parts and providing accurate time frames, and I take full accountability for that.

I can’t express enough how awful I feel about the inconvenience this caused you. We’re actively working with our suppliers to improve parts deliveries and prevent this from happening again.

Thank you again for your understanding, Mr. Carey. I take this situation very seriously and appreciate the opportunity to make it right.

– James @ Safe Auto Repair