As a full-service facility, we have the equipment, experience and knowledge to handle everything from routine maintenance to engine replacement. As a full-service facility, we have the equipment, experience and knowledge to handle everything from routine maintenance to engine replacement.
Cliente VerificadoHey April, thanks for taking the time to share your experience. Let me first say that everything you said...I totally agree with and the facts as you presented them are 100 percent accurate. Let me also say you're dealing with a shop, owner, and a family that truly cares. I don't normally respond to reviews on a Saturday from my kids soccer game, but that's what I get for checking my email on accident. 🤪I wondered though if I might give you a different lense so to speak to view those facts through. A lense of a shop that cares as opposed to just another mechanic trying to deceive people. We can definitely learn as a shop from your review.
As a full service mechanical shop we repair a lot of vehicles everyday AND schedule about 10-15 maintenance/oil services each day. Like yours, these are all appointments that are dropped off early in the am or the night before. Being that we are open from 7:30-5pm it is just a fact of the matter that some of the oil services will be serviced in the am, and some later in the day (as was your case) We generally try and find out the customer's needs/expectations on timeframe so that we have the vehicles ready in time. It sounds like we didn't do a good job of finding out your timeframe needs. For that I am sorry and will look to discuss with our team. "When do you need to have the car ready by" is generally something we try and ask but maybe we left that out in your scenario. I'm sorry for that.
As for your car not moving. With so many oil services in one day, we have a technician go out to each car in the morning hours to "triage" or give basic inspections without using a lift. So we inspect things like brakes, tires, filters, belts, batteries, mileage, VIN, etc. You received a text at 11:15 after that initial inspection. At that point you probably assumed the car was in the shop and we can learn from this to communicate that better.
Why do we do it that way? We do the initial parking lot inspection of all of these 10 or so maintenance vehicles to ensure that we don't bring a car in late in the afternoon for an oil change to find out that it has other needs like brakes and tires. The parking lot inspection allows us to assess those needs early , notify you, and order parts for us to repair the same day.
I know this is long-winded, but I wanted to be sure you understood the heart and reasoning behind How our system works. I'd gladly welcome any further conversation, text, or email thoughts you have. If with this new information, you'd be willing to rescore your review, I would also welcome that 🥰 If you've made think we're crazy, I get that too. It is however a system we've developed, modified, and honed over the years to give our clients the best care and experience. It just sounds like we needed to do a better job of asking, creating, and managing expectations in your case.
If you've made it this far, Thanks for listening.
bob Carter - owner