Work seems thorough and good quality. My only concern is about the computerized process that's used to track/recommend repairs and create invoices. I realize that you're working hard to create lomng-term and sustaining customers with every car you do any work on. But your process is too complicated and too hidden at times. An example: I got a $50 discount for AAA, but it didn't show anywhere on the invoice, except for -$49 on an unspecified line. I asked to have your billing system explained. He tried to explain it to me, talking about pink lines, but it just got more confusing. And acutally got kind of irritating. When I ask a question, I generally expect an answer. I never got an answer. All businesses live and die based on their customer service. The customer service part of the John's Automotive experience is not good, mostly because of your automated system. Some advice: Make it simple, make it easy to see and understand, and make it feel more transparent and honest. As an example, there should be a total amount minus whatever the discount is. Not sure if you're complicating it because of some agreement you have with AAA or it's just the way your computerized invoicing system works. Regardless, you need a new, streamlined system. Get rid of the tricky, hidden areas. Make your process as clean and easy to see as the work your mechanics do. That's not happening right now. I walked out of there with a lower level of trust that when I walked in. And, this is not the first time I've felt this way. I cannot recommend you as a result. And not sure how much I will use you in the future. Like your work, but don't like your way of working.
