Anonymous on BBB
9 years ago
05/15/2014, 16:57 PM
I am submitting this complaint because this was the worst customer service I ever experienced. They did not complete anything that was asked,& damages
On 5/7/2014, I arrived there at 8:05am to get the driver's side brake light fixed. I was not immediatley greeted, but when I was finally noticed, I told the rep that the circuit board for my driver's side brake light needed repair. I also told her about my a/c unit blowing hot air. I told her the primary reason was for the brake light to be repaired, a/c was secondary. So she told me that she would give me a call with pricing and they will have it done today. Never once did she say that they were busy that day or she did not know when they could get to it, she just took the keys. So then, she arranged for a van to take me to work and to pick me up when the sevice was completed. So hours had passed and it was now after 12 noon with no phone call, so I contacted the rep and she advised that my vehicle was in the bay but the techs were at lunch, but right after lunch she would call me with a status and price. So then hours once again pass and still no call so at 3pm, I call back and she told me that he was working on the a/c unit now and she would call me back with a status on everything. So it is now 4:30p and I am off of work with no car, so I call back for the van to pick me up. Get there and my car is still not ready nor do I have a status. Around 5:40pm, she comes to me to not only tell me that she did not fix the brake light, but she had the nerve to say that she missed the parts cut off at 3:30p. I am confused because you had my vehicle since 8:05am. She then goes on to tell me that when the tech tested the a/c unit that not only did he lock the compressor, but he damaged the serpentine belt on the vehicle. They did absolutely nothing that I told them to do... Oh but they checked my tires and wrote me a quote for that, something that I did not ask for. I was out of a vehicle for 9 hours. She offered to fix it the next day, but did not offer me a loaner or anything to get around. I work for a living and I need my vehicle. I had that day available to get the work done and it was not. No communication, no customer service, nothing... Now I have to find someone to correct the issues that they have caused as well as fixed the problem that I now have as a result. Also it seemed like someone drove my car somewhere because the gas level was way lower than it was when I brought it in. This was the worst experience of my entire life. I am never, ever going back there again.
I would like a refund of the money that I paid... and I want my compressor changed that they locked up and the serpentine belt that they damaged replaced. And I want the brake light replace which was my whole reason for going there. An entire day was wasted. I certainly do not want them to fix it because they will have my vehicle for days. I would like the funds that they quoted for the repairs, I believe that is only fair.
Contact Name and Title: ***** ********
Contact Phone: XXXXXXXXXX
Contact Email: *********@ilderton.com
We have resolved the concerns with the customer after a phone conversation and have counseled with the staff concerning lack of communication. all work was done properly and there were no damages to the customers vehicle caused by our diagnosis. The customer has agreed to return for a recall part on special order. We appreciate knowing about our customers concerns so that we have an opportunity to learn from them and make adjustments to our business.