Car Troubles + Car Shops = Extreme Frustration! UPDATE :)

[cats7494]

UPDATE - Post #7

I really, really, really despise taking my car to the shop.

I had some brake work done on my car a couple of weeks ago. After the work was completed there was a new and really annoying squeak. The squeak was not there prior to the brake work. I took my car back to the shop THREE times to have it checked out - each time they said they got it fixed. Nope - they didn't. Finally on the third time, this past Saturday, they were able to fix the noise.

Ok, so that is obviously annoying - but what really peeved me off was that the manager NEVER apologized to me for the inconvenience or for missing the problem 3 times!

It was very inconvenient for me to take my car there three times! I work full time and it is a pain to get away to get my car fixed.

My family has taken our cars to this shop for about 10 years - not anymore!

I think I will send them a complaint letter - but I always wonder if that is even worth it. Is it ok to ask for a partial refund of the total costs of the work done? What would you do? sigh...

Thanks for "listening"

 

[cats7494]

How much of a refund should I request in my complaint letter? Any thoughts?

 

[It'sWDW4me]

I really, really, really despise taking my car to the shop.

I had some brake work done on my car a couple of weeks ago. After the work was completed there was a new and really annoying squeak. The squeak was not there prior to the brake work. I took my car back to the shop THREE times to have it checked out - each time they said they got it fixed. Nope - they didn't. Finally on the third time, this past Saturday, they were able to fix the noise.

Ok, so that is obviously annoying - but what really peeved me off was that the manager NEVER apologized to me for the inconvenience or for missing the problem 3 times!

It was very inconvenient for me to take my car there three times! I work full time and it is a pain to get away to get my car fixed.

My family has taken our cars to this shop for about 10 years - not anymore!

I think I will send them a complaint letter - but I always wonder if that is even worth it. Is it ok to ask for a partial refund of the total costs of the work done? What would you do? sigh...

Thanks for "listening"

Pretty much the same thing happened to me - took my car to PepBoys to get the brakes & oil changed & the yearly inspection done. It took ALL day (I was there at 8 am and left at 5 pm on a Saturday). A few days later as I was taking my DS to school a horrible metal-on-metal squeal started up. I really didn't even want to drive it but PepBoys is only 3 or so miles away from me so I went. It turned out to be something rubbing on the back panel. They fixed it (and appologized for my inconvenience) at no charge and I was on my way - about an hour that time - but, I completely agree it was super annoying to be late to work.

Were you charged for them to look at it the subsequent times you had to take it to the shop? If so and the ultimate problem was their doing, I'd ask for a refund for the second and third times that I had paid to have them fix their own mistake. If not and there was no damage done to anything, then I probably wouldn't ask for a refund. I would, however, tell them how displeased you are with their "service", or lack thereof, and that, after 10+ years of loyalty to their shop, you definitely will not be back. I'd also let them know that you plan on letting anyone and everyone know how displeased you are with them. They may not care. They may send some sort of coupon for future work. Up to you to give them another chance.

This happened with a repair shop that my ex and his family had been going to for 20 years or so. One poor experience you can kind of overlook but when they mess up on multiple services/repairs, it's time to look elsewhere.

 

[DisneyBamaFan]

If you and your entire family have been using them that long, you need to sit down with the person there that you have a relationship with and tell them how disappointed you are. Don't ask for money back, as you then make it sound like it is about the money, not the service. Tell them that this is making you consider your relationship with them. (use the word relationship)

If you have been going there that long and not built a relationship with anyone, you are just another person, and not likely to see any relief. We use local businesses for that very reason - they will go the extra mile for you if they know you are a good customer.

Sorry to hear of your problem. Try talking to them. If your brother or father has a better relationship with them, have them talk for you. Good luck.

 

[cats7494]

It is definitely NOT about money - just the lack of respect and decent customer service. It is a "new" manager and I do not like him!

Here is my complaint letter - with names redacted:

This letter is to advise you of the unfortunate experience I recently had with XXX Auto Service. On April 14, 2010, I brought my 2005 Mitsubishi Outlander into XXX for brake work and an oil change. I spent $426.26 for this work.

After the brake work was completed, I noticed a high pitch noise coming from the back of my car that was not there prior to the brake work and subsequently contacted XXX. I brought my car into the shop two more times before mechanic XXX ultimately repaired the problem on May 15, 2010.

To be frank, I could have handled the fact that I was inconvenienced (in the form of returning several times before my vehicle was repaired) much better had I been treated with more regard and respect by management. Manager XXX was less than friendly to me when I spoke with him about this issue. He did not apologize to me for the mistakes made by his staff members in the lack of appropriate repair of my car nor did he express regret for the inconvenience of my having to return repeatedly for the repair. I would like to note that XXX, the mechanic who worked on my car, did personally apologize to me for this inconvenience and I did appreciate this.

Over the past several years, my husband and I have utilized XXX and have spent literally thousands of dollars at this location on our several vehicles. Approximately one year ago, one of our vehicles was broken into on the XXX'S lot. Significant damage was done to the interior of the vehicle and a new cd player was stolen; we still remained loyal XXX customers after this incident.

Up until now, I have regarded XXX as an excellent resource for my auto issues. Therefore, I believe that you will do what you can to rectify this situation. To resolve this complaint, I request an official apology from your company and customer service training for management of the XXX store.

I look forward to your reply and appropriate resolution of this complaint and will wait ten business days, May 28, 2010 before filing a complaint with the Better Business Bureau. Please contact me at the above address or by phone at XXX


Sincerely,
XXX

C.C.:
XXXonline customer satisfaction survey
XXX, President/CEO
XXX, Customer Contact
XXX, Director of Marketing

 

[kaytieeldr]

After the brake work was completed, I noticed a high pitch noise coming from the back of my car that was not there prior to the brake work and subsequently contacted XXX. I brought my car into the shop two more times before mechanic XXX ultimately repaired the problem on May 15, 2010.

Needs clarification. WE know you mean three times total, but either provide all three dates, or specify that "ultimately" and "May 15" equal the third visit.

Manager XXX was less than friendly to me when I spoke with him about this issue. He did not apologize to me for the mistakes

"Apology" = 'responsibility'. While it's apparent the garage IS responsible for not repairing the cause of the noise*, it makes sense to me that he would not imply said responsibility without clear proof.

Over the past several years, my husband and I have utilized XXX and have spent literally thousands of dollars at this location on our several vehicles.

Respectfully, so have probably tens of thousands of other car owners. Don't expect this statement to hold much weight.

Approximately one year ago, one of our vehicles was broken into on the XXX'S lot. Significant damage was done to the interior of the vehicle and a new cd player was stolen; we still remained loyal XXX customers after this incident.

Don't expect this to matter much either - if at all. Very likely, this facility has clear signage indicating they're not responsible for vehicles or contents. And yes, I know you're not telling them this for any reason except to show your loyalty to their usually great service.

To resolve this complaint, I request an official apology from your company and customer service training for management of the XXX store.

Frankly, don't hold your breath - especially on the training part. You admit yourself - to us, not to the company - that you don't like the new manager. They probably do like him. He impressed them enough to get hired or promoted, and trained for that specific position. Somebody may have a meeting with him, but you'll never know about it. But it's unlikely they'd have him go through customer service training.


*They did repair the cause, right? Not just muffle the noise?

 

[cats7494]

I sent my complaint letter just yesterday via e-mail, mail, and in their online customer survey. I received a phone call this morning from the owner of the auto shop in response to my complaint.

The owner apologized for the rude treatment of his employee. He also stated that this is not the first complaint he has received about this person. He said he verbally reprimanded as well as wrote up this person - and that there will be some changes made in this store.

They will also mail me a $100 check for my troubles.

I made it clear to the owner that I was less upset about the mistakes than I was in how I was treated by the manager. I also made it clear that the actual mechanic who worked on my car was very kind and very apologetic.

Looks like my complaint worked!

kaytieeldr - Thank you for your thoughts; however, in this situation they were not applicable.

 

[kaytieeldr]

Obviously But you're welcome anyway. That's the fastest response I've ever seen to a complaint letter, and the most accurate/appropriate! It's very apparent this business owner cares about his customers!