First of all, we would like to say that we sincerely regret that Ms. Z experienced a problem with us. We try very hard please our customers and have obviously been unsuccessful in this case.
Ms. Z was referred to us by Discount Tire, who had inadvertently broken one of the wheel studs on her Mazda. These customers are sent to us because their shops are not equipped to perform such repairs. Unfortunately, wheel studs are often unique to various vehicles and, at times, it is difficult for us to obtain replacements as quickly as we would like. This is why this lady was forced to wait. We were trying to get her the proper stud, but couldn't locate one immediately. As a result, we asked her if she might return at a later date and promised her that we would do our best to get her in and out quickly, in order to minimize her inconvenience. She came back a few weeks later and we finalized the repair at no cost to her.
I can understand her frustration, due to the fact that customers normally don't realize that all automotive parts are not readily available. Although we have no control over this, we do sincerely apologize.
I suppose that what bothers us the most is that Ms. Z felt that she was not treated professionally and that we were not apologetic. As I look at our reviews over the past six months, I noted that we have 86 5 star ratings; 5 four stars; one 3 star; one 2 star; and Ms. Z's single 1 star rating. This represents something like a 96.5% overall score. In all honesty, I don't think that this would be possible if we were not respectful to our customers. That said, if Ms. Z felt that she was treated improperly, we apologize.
WE WERE A TECH SHORT THE DAY OF HER APPOINTMENT AND WAS RUNNING BEHIND, WE CHECKED HER CAR AND FOUND IT HAD A LOT OF WORN FRONT END PARTS AND IT WAS UNSAFE TO DRIVE. IM SORRY WE WERE RUNNING BEHIND BUT SHE FAILED TO MENTION WE CHECK HER CAR AND DID NOT CHARGE HER ANYTHING, THANKS, DAVID
We apologize for any inconvenience with any customer experience.
Hillary had brought in the vehicle for an alignment, the alignment was done to exact specifications, Our printer wasn't working that day and we apologized for the inconveneince and within minutes we had the printer issued resolved and gave Hillary a printout of the alignment.
The following day, Hillarys husband came back the next day and asked us to come closer to specifications. He clearly stated, he had worked for a tire store that is not only discrediable, but no longer in business and wanted the alignment again fixed and closer to specifications.
Not only did the owner of Tribbles Automotive go out of his way to ensure customer satisfaction,, as did the rest of the staff for a $59.99 alignment, wanting to make sure the customer was satisfied.
The husband had left and the following day Tribbles Automotive received a negative response to the service.
Tribbles Automotive has been in business for over 20 years and serviced more than 4000 customers. Its our promise to make sure we explain both sides of every situation.
We as Tribble Automotive want to clarify this issue, Customer had her Jeep towed in at a busy time and we got to it A.S.A.P. The key was completely broken in the ignition switch, so we had to order a OE lock and cylinder and then we had to get a lock housing from the dealership due to broken key. After the part arrived and was installed. We had to call a lock smith due to installing a new lock housing, Although until taking it apart we did not know it was needed. After we replaced electronic housing the lock smith had to program new keys to the system. That the customer approved the repairs and seemed understanding until the final day. Customer was aware that the vehicle was not completed and took it on her own to pay before completion. When the Certified Locksmith came out and programmed the key to the vehicle, we were charged 165 dollars. At that point we only charged her what we were charged to hopefully satisfy the customer. So we do apologize for any issues you think we did wrong, We at Tribble Automotive have a very high customer service ratings and would be happy to address any issue we could. Thank you
Customer had called and left a message what had happened, we returned his call and left a message to bring the car in and we will take care of it. This is long time customer at tribbles automotive and im not sure why he would not recommend us, we are human and every once in a while people make a mistake and we will be the first to admit it and resolve the issue. What I did not see in the customer review was that he called us and had a emergency and we changed our scheldue to get his car in and repair it as quick as possible as a favor to the customer, still no excuses for our mistake if we have made one but as I have stated we will take care of the issue. I just think some people or to quick to say something negative online. This particular customer knows he can call us anytime at Tribble Automotive to take care of any issues, he may be having. He has came in several times for tail light issues during our busiest times. We still seem to get him in/out the door fast as POSSIBLE without a charge. So our team at Tribble Automotive highly thinks a 2 star rating is quite unfair. Thank you.
I must admit that I am very disappointed to hear that Mr. G is unhappy with the service that we provided to his son. I am hopeful that this is just a misunderstanding and that I can clear it up with him. He has been a good customer for a long time and I would hate to lose him.
Mr. G's son brought his car in last November, indicating that he needed brakes. We put the car in the air and determined that he did, indeed, need brakes all around and, in addition, his rear rotors were below spec and needed to be replaced, as well. We completed the work the same day.
Two months later, his son called, complaining that he heard a "grinding" noise, in the rear of the car and felt that there might be something wrong with his brakes. As is our routine, we asked him to bring it in, as soon as possible, and promised that we would investigate the problem immediately. He brought it in and we put it on the rack once again for inspection.
As it turns out, the left rear brake was metal to metal, once again. We determined that the caliper had become stuck and felt that it was possible that the car had been driven with the emergency brake engaged. He said that he was confident that this was not the case. So, we freed the caliper, replaced the brakes and resurfaced the rotor, once again, at absolutely no charge. We then test drove the car and re-inspected the caliper. Everything appeared to be in order.
While we had the car in the back, working on the brakes, the customer asked if we could please change the oil and rotate the tires. We said that we would be happy to do so and, because we felt bad about his inconvenience, did so at no charge.
That evening, the customer called and said that the noise had suddenly reappeared. I explained that, if it was, indeed, the same problem, we would need to have the car for a full day, in order to do some additional investigation. I asked him if he could bring it back and leave it. He said that he would, but never did so. Shortly thereafter, we received this evaluation.
I think that we've done everything that we could in this case, but am happy to discuss this with them further at any time.
Mr. W brought us his Honda Prelude, concerned about his wheel alignment. Because he was referred to us by one of the tire retailers with which we are closely associated, we performed his alignment at a 38% discount off of our regular price. We aligned the wheels according to the factory specifications, which are published by Honda Motor Company.
Mr. W called back a couple of days later, complaining that he felt that the car was still out of alignment. At that time, he explained that he had installed some custom parts on the steering and suspension. This is something that can have a considerable effect on the alignment specifications. But, in spite of this, I took the car in, re-adjusted the alignment to the best of our ability and did not charge Mr. W for the second service. He called, yet again, a few days later with the same complaint. For the third time, I told him to bring it back and we went through the entire process once more. I still did not charge him any additional amount. We've had this car on our machine three times. It is our professional opinion that the car is in the best alignment possible, based upon the specifications that we have and the custom parts that the customer has installed. Based upon the fact that we have re-adjusted this car three times and spent over two hours doing so, for less than $50, I don't believe that this complaint is justified.
Plus I was charged for the time they said they would not charge us for. I am still not sure my car is wright.
As is always the case, I am terribly disappointed to learn that I have failed to make one of our customers happy. We have always gone overboard to satisfy even the most demanding clients. In Mr. T’s case, I was fearful that we might be biting off more than we could chew, not because of his fault or ours, but because of the situation with his vehicle.
Mr. T brought us his car and it had multiple, inter-related problems, none of which could be properly diagnosed without repairing each. These were within the fuel system; the mass air flow meter; and the ignition. It is not common to have three such problems with one vehicle at the same time. However, I told Mr. T that I would take care of this for him and we set to work, attempting to bring everything back in line. I even went one step further and told him that, if we repaired one of the three problems, but that it turned out NOT to be relative, I would remove the part and not charge him for it, nor for the installation or removal labor. I’m no particular authority on the subject, but I would suggest that very few, if any, other shops of any description would offer a deal such as this.
I’m not sure where Mr. T obtained his competitive hourly mechanics’ rates. But, my understand that our rate, of $85, is as low as any in the metro area and considerably lower than dealer rates, which often run between $110 - $130/hour. Moreover, our markup on parts is fairly standard and, again, competitive with shops located within our region. If you expect your mechanic to sell parts to you at the same price as your local parts store, then you will always find a significant disparity between the two. The parts that we use (and warranty for 12,000 miles) are a cut above in quality and, of course, in cost.
I am happy to sit down with Mr. T, if he would like to do so, and see if there is some way we can resolve this matter to his satisfaction. I'm not sure what else I can do other than that. I have always tried to go the extra mile for my customers, as I have done with Mr. T. I believe that this is well-evidenced by the comments and ratings which other clients have submitted.
I do not recommend this place, If you do this place, get a written estimate first.
I notified the owner of the shop and gave him an opportunity to make this right, and he responded basically saying that there is nothing additional he could do.
I must admit that I was very disappointed to learn that you were not satisfied with the pricing and service that we
provided, while servicing your car. Over the past fifteen
years, we have done everything within our power to ensure customers' complete satisfaction. I believe that we've been fairly successful in this endeavor, as our ratings are very high on both SureCritic and Facebook. That said, we realize that it is very difficult, if not impossible, to please everyone all of the time.
In response to your specific complaints, I would
respectfully offer the following. It is and always has been our policy NOT to install customer-supplied parts on their vehicles, simply due to the fact that we cannot guarantee the quality of parts that do not come from our trusted sources. I made an exception to this rule in your case, due to the fact that you explained that you are a retired veteran. I even gave you an extra discount on labor out of respect and gratitude for your service to our country. In addition, I provided you with a price of $49.99 for a wheel alignment, when our regular price is $79.95.
Concerning your comment about used parts, it is not our policy to return used parts to customers UNLESS they specifically ask us to do so. In your case, I don't recall your requesting that we do so. But, if you did, I sincerely apologize for
As far as advising you that your car was ready, the ticket was handed to us by the technician at just about the same time that you called.
When you first arrived, I quoted you a price of $574.46. Yet,
when you picked up your car, your total charges were only $545.83, some $28.63 less than originally quoted. I honestly don't believe that you would have been able to have this work done elsewhere for less and, in most cases, considerably more.
I have always found it regrettable to learn that one of our
customers is not completely satisfied. In your case, I'm not sure what else I could have done to please you.
If you wish to discuss this further or I may be of any additional assistance, please feel free to call me at any time.
C. David Tribble, Jr.