My son scheduled an appointment to diagnose a check engine light. He dropped his car off as scheduled, Monday at 8am. He called a few times during throughout the day asking for updates and was told every time “we’re working on it”. Tuesday came and he called several times and again was told the same thing over and over. I finally called on Tuesday at 3pm and got the same response “we’re figuring it out”. I asked for the manager. We discussed the situation and I learned how challenging these things can be to figure out and how their business operates based on situational needs. He finally came clean at the end of our discussion by informing me my son’s car wasn’t in a stall being worked on and would not be looked at until maybe the next day. I appreciated his honesty but still very disappointed in the whole experience, especially from a company that is rated very well. An appointment means something, it sets an expectation that you’re going to get service within a reasonable timeframe. Two days with no service and fabricated excuses is unacceptable.
Doug, thank you for taking the time to share your experience with us. We apologize for the delay and frustration you and your son experienced during your visit to our automotive care center. We strive to provide prompt and efficient service to our customers, and we understand how important it is to have reliable transportation. We apologize for the miscommunication regarding the status of your son's car and we'll take steps to ensure that our team is more transparent in their communication with clients. We value your feedback and will use it to improve our services for future customers. Please give us another chance to earn your trust and loyalty. Thank you.
- John's Automotive Care