I have used Norgrens for several years without major problems aside from long wait time. I dropped off my spare truck off MARCH/2019 to have replaced the transmission cooler line. They told me they would check it out and get back to me. 3.5 months went by, and i had not heard anything back. At this point I called three days in a row and left three voicemails. They did not return my call. Few more days later, I then went in person to ask about my truck. When I got there, it was not the usual front-desk person (Brian), this time it was an older man- and he did not greet me or even acknowledge my presence. after 3-5 minutes of waiting while he typed at his computer, I asked him about my truck in an easygoing manner. Rudely, and without greeting he responded to me and began checking the computer after saying he had no recollection of my vehicle being serviced. He then informed me that (after 3.75 months) that he did NOT have a work order in for my vehicle. He told me "Youll have to figure it out wit Brian when he gets back in.". I thanked him and went home. Later that day I received a call from Brian claiming he tried to call me couple days before, i have since verified with my phone records that he did not call me. He also informed me that the tune up could be don for far cheaper than the rude man told me, (I asked the older man how much for a tune up on my Beetle, he told me 1200 dollars). saying he could do it for 350-500. After discussing the truck with Brian, he said he would get it fixed and call me to pickup.
Flash forward 5 more weeks. They have had my truck for 5 months. I HAVE the invoice showing the vehicles ENTER and EXIT dates from their lot. They call me to pickup my truck, saying it is READY for pickup ad repaired. I go to the shop, and upon entering it is the same older man as last time. Again he is Rude, No greeting, very ill-mannered, short-worded, and mostly condescending person i have dealt with in customer service. After again waiting for him to type on his PC for several moments, I pay 400$ for my truck, and he tells continues typing on the computer. 2-3 minutes later he realizes he forgot to hand me my keys, and that's why im still standing there. I go to retrieve my vehicle, with no parting-greeting from the old man. Picture a hilly, un-level, gravel parking lot. I walk out and my truck i sitting there, LITERALLY with cobwebs surrounding it, and a FLAT TIRE. Completely OFF the rim.
I tried inflating it with MY OWN air pump, but it was off the bead. I began changing the tire on the un-level and gravel driveway, this in and of itself is wrong, unsafe, and shouldnt have happened: I dropped them off a truck 5 months ago with FOUR inflated tires, none of which were flat. While I am doing this, in my white t shirt and flip flops, the older man comes out and with a smile and laugh, says: "Oh its off the rim-bead?" and continues watching me change it. His shop mechanic comes out and also watches me change it.
After several long waits in the past, i have been understanding as I have a spare vehicle. This time however, it was an extraordinarily long wait of nearly 5 months, and my vehicle was not only damaged but had a flat tire and MICE had ruined the interior.
Brian is always friendly and reasonable and loved doing business with him, but the older man who i have encountered twice, was the meanest, rudest, most ill-mannered person I have ever encountered as an employee or owner representing a company.
When I called and asked for a refund on damages, and to discuss the visits, I was peaceful and did not use any inappropriate language, and they NEVER called me back and RATHER, they called the police and They wasted the law enforcement time by having me trespassed from the property, even though i Made clear I would never come back unless I had rectification. Still no contact. vehicle in: March 2019, vehicle out August 2019
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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Flash forward 5 more weeks. They have had my truck for 5 months. I HAVE the invoice showing the vehicles ENTER and EXIT dates from their lot. They call me to pickup my truck, saying it is READY for pickup ad repaired. I go to the shop, and upon entering it is the same older man as last time. Again he is Rude, No greeting, very ill-mannered, short-worded, and mostly condescending person i have dealt with in customer service. After again waiting for him to type on his PC for several moments, I pay 400$ for my truck, and he tells continues typing on the computer. 2-3 minutes later he realizes he forgot to hand me my keys, and that's why im still standing there. I go to retrieve my vehicle, with no parting-greeting from the old man. Picture a hilly, un-level, gravel parking lot. I walk out and my truck i sitting there, LITERALLY with cobwebs surrounding it, and a FLAT TIRE. Completely OFF the rim.
I tried inflating it with MY OWN air pump, but it was off the bead. I began changing the tire on the un-level and gravel driveway, this in and of itself is wrong, unsafe, and shouldnt have happened: I dropped them off a truck 5 months ago with FOUR inflated tires, none of which were flat. While I am doing this, in my white t shirt and flip flops, the older man comes out and with a smile and laugh, says: "Oh its off the rim-bead?" and continues watching me change it. His shop mechanic comes out and also watches me change it.
After several long waits in the past, i have been understanding as I have a spare vehicle. This time however, it was an extraordinarily long wait of nearly 5 months, and my vehicle was not only damaged but had a flat tire and MICE had ruined the interior.
Brian is always friendly and reasonable and loved doing business with him, but the older man who i have encountered twice, was the meanest, rudest, most ill-mannered person I have ever encountered as an employee or owner representing a company.
When I called and asked for a refund on damages, and to discuss the visits, I was peaceful and did not use any inappropriate language, and they NEVER called me back and RATHER, they called the police and They wasted the law enforcement time by having me trespassed from the property, even though i Made clear I would never come back unless I had rectification. Still no contact. vehicle in: March 2019, vehicle out August 2019