I have been patronizing larchmere imports for nearly 5 years. The service has consistently been below expectations. However, the associate named Jacob is very cordial and makes one feel like family. Unfortunately, I had the unpleasant occasion to request service from the proprietor John, and I must espouse my utter disappointm,ent regarding his customer relations accumen. The issue that has me so disappointed with his business/people skills is the following facts; I responded to a flyer that was mailed to my address for a special on an oil, car wash and a vehicle inspection for $90. Upon arrival I advised Jacob that I was having an issue with my gear shift and if they could take a look at the issue I explained to him. When I returned the next day to procure my vehicle, much to my surprise the $90 turned out to be $280. I inquired about the staggering price differential I was advised that it was because of the diagnosis of my vehicle. I asked why so much for a simple diagnosis at which point I was advised that it was more than a scan. At any rate I was informed that the scan detected an internal fault, ect. I was advised of the cost and I informed him that I had an after market warranty. I was advised that they would check with the warranty company to see if the issue was covered...fast forward over a month later and no word from larchmere. I then called and that's when I was advised that they would need the actual mileage prior to calling the warranty company....fast forward 2 weeks later, I called John and now he tells me that he would not inquire about the warranty unless I brought the car in. I asked why the change. At this point he became rather rude and short with me. I have referred people in the past....henceforth I will not, to be sure I will let those past referrals know what happened and advise them to take their business elsewhere.......because it's certain that I will!!!!!!
Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
Attention
We use cookies to personalize content, enable certain functionality, and track site analytics for marketing purposes. You consent to our cookies if you continue to use this website.
