I have been patronizing larchmere imports for nearly 5 years. The service has consistently been below expectations. However, the associate named Jacob is very cordial and makes one feel like family. Unfortunately, I had the unpleasant occasion to request service from the proprietor John, and I must espouse my utter disappointm,ent regarding his customer relations accumen. The issue that has me so disappointed with his business/people skills is the following facts; I responded to a flyer that was mailed to my address for a special on an oil, car wash and a vehicle inspection for $90. Upon arrival I advised Jacob that I was having an issue with my gear shift and if they could take a look at the issue I explained to him. When I returned the next day to procure my vehicle, much to my surprise the $90 turned out to be $280. I inquired about the staggering price differential I was advised that it was because of the diagnosis of my vehicle. I asked why so much for a simple diagnosis at which point I was advised that it was more than a scan. At any rate I was informed that the scan detected an internal fault, ect. I was advised of the cost and I informed him that I had an after market warranty. I was advised that they would check with the warranty company to see if the issue was covered...fast forward over a month later and no word from larchmere. I then called and that's when I was advised that they would need the actual mileage prior to calling the warranty company....fast forward 2 weeks later, I called John and now he tells me that he would not inquire about the warranty unless I brought the car in. I asked why the change. At this point he became rather rude and short with me. I have referred people in the past....henceforth I will not, to be sure I will let those past referrals know what happened and advise them to take their business elsewhere.......because it's certain that I will!!!!!!
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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