I had been a loyal customer of this place for years. During this time, mistakes had been made (it happens) yet they always attempted to make things right. So I continued bringing in my cars as needed (I have 6 vehicles). I dealt with the owner (very nice) who always worked to keep my business.
Every time I brought in one of my cars, I was able to drop it off to have them take a look at it. They’d typically text me indicating what was wrong with the vehicle and what the cost would be to repair it. At that time I would usually have them fix it but always had the option of not moving forward…without cost.
Apparently, that’s all changed. The last time I brought my SUV in to be checked, I was told they’d check it and let me know what the problem was (just like all of the many times before) however, when they reached out to me this time, it was to say there would be a $75 charge to tell me what was wrong. I was never told this when calling in before dropping it off. In fact, I was told I could drop it off, it would be checked and if they’d let me know what was going on with the car just like in the past.
I called into the shop and spoke with the same young kid I met with when dropping it off. He was rude and condescending telling me it would be $75 to “check my car”. I mentioned I was a long time and loyal customer and had never been asked to pay to have any of my cars checked before. He said, we charge $75 now to check all cars…”it is what it is”. I told him I was not happy with the change and questioned why he failed to tell me this over the phone BEFORE asking me to drop it off to be checked. He said he thought I knew about the change. Upset, I told him was would be forced to take my business elsewhere…his response to a loyal customer was “that’s fine”.
The management of this place has apparently changed from the customer service oriented owner I used to deal with. Very unfortunate.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Every time I brought in one of my cars, I was able to drop it off to have them take a look at it. They’d typically text me indicating what was wrong with the vehicle and what the cost would be to repair it. At that time I would usually have them fix it but always had the option of not moving forward…without cost.
Apparently, that’s all changed. The last time I brought my SUV in to be checked, I was told they’d check it and let me know what the problem was (just like all of the many times before) however, when they reached out to me this time, it was to say there would be a $75 charge to tell me what was wrong. I was never told this when calling in before dropping it off. In fact, I was told I could drop it off, it would be checked and if they’d let me know what was going on with the car just like in the past.
I called into the shop and spoke with the same young kid I met with when dropping it off. He was rude and condescending telling me it would be $75 to “check my car”. I mentioned I was a long time and loyal customer and had never been asked to pay to have any of my cars checked before. He said, we charge $75 now to check all cars…”it is what it is”. I told him I was not happy with the change and questioned why he failed to tell me this over the phone BEFORE asking me to drop it off to be checked. He said he thought I knew about the change. Upset, I told him was would be forced to take my business elsewhere…his response to a loyal customer was “that’s fine”.
The management of this place has apparently changed from the customer service oriented owner I used to deal with. Very unfortunate.