ReScore Reviews™ (3)
I can appreciate your frustration and confusion with automotive repairs. At Duxbury Motorworks we find communication to be the key. I wish you had brought your question to us about the possible differences in estimates. Let me try to clarify. First, we do not for a moment want to be the "cheapest " shop. We do work to be the best .We have seen many instances where the "cheap"repair on a vehicle then brought in to our shop, did not serve the owner well. All parts are not the same, and attention to detail is not as common as it should be. We use quality parts, employ great techs, and back it all up with a 3yr/36k warranty. Not the typical "cheap"shop 1yr/12k. I would hope that you could re-score your response based on the rapid accomodation in getting your vehicle looked at(same day as your call), and the other factors that make our shop the 1st choice for so many others who appreciate the quality we offer.
It was discussed you were to come back for the tire. Your Phone goes straight to message, which I would imagine you are not listening to. Please consider the long history we have with you, and whether your currrent scoring fairly reflects our service. Also, answer your phone.
As always, it's nice to be appreciated for what we do and offer. I think (hope?) you meant to score a "5" as opposed to a "1". Please call me if there are any issues I may not be aware of.
I very much apologize if things did not go smoothly for you during your last visit. As I understand it, you arrived to drop your vehicle off for several hours for a basic service, with a pick up time between 12 and 2pm. Frequently, when a vehicle is going to be dropped off for a basic service, it does not get entered to the schedule, it just is done by your desired time. When you called at 12:30 you were advised they were chasing other issues on your vehicle, potentially serious steering and fluid leaks, and would be ready by 1pm. You arrived, and were on the road by 1:10. I've tried to contact you directly, please feel free to call me. I would appreciate you re-evaluating your survey responces, reflecting the service we have always provided for both you and your vehicles.
Very sorry our diagnosis was not correct. As always, good customer relationships are more important than profit. Please call us so we can credit this repair attempt back to you. Either stop in, or call. Though not often, we have made mistakes but have always done the right thing by our customers.
Mr. Edwards, Chris (the owner) is aware of the issue with your vehicle, and encourages bringing the vehicle back to us so that we may fix this for you. As always, customer service is our highest priority, and we would like to make this right for you.
As always we are comitted to putting forth our best efforts in everything we do. Your vehicle had a number of issues and we appreciate your faith in us as we tackled them. I certainly share your frustration when the desired goals aren't achieved as quickly as we might hope.
I am truly sorry that this visit did not measure up to your past experiences with us. To say that the work on your vehicle was labor intensive is an understatement, and we truly apologize for any dissruption to your schedule. Please remember, we do have loaner vehicles available, which I think you were offered, to take some of the hassle out of dropping a vehicle off for service. I would hope that you could reflect on your scoring, and shed a more favorable responce taking into account our history together, and the total commitment we pursue in regards to customer satisfaction.
I am puzzled by your rating of my business at a "3", instead of "5". You have indicated that you would reccomend our services, and indeed we have always been responsive to your automotive needs, providing prompt service at reasonable prices. Would you please reconsider your scoring, and adjust it to reflect what I believe you really intend it to? These scores are very important to any business, as an owner of one I know you are aware of this. Thanks for your consideration of this.
I can appreciate the frustration of having your vehicle tied up longer than anticipated. And, as you note the problem was with a part and its manufacturer. We did everything possible to rectify the situation, and I know that you are aware of that. But by scoring us less than 5 star in your rating you are damaging our reputation which if you review other responces by our customers, is very solid. We work hard on that. Every opinion is important. If we truly performed poorly in the work we did, than I would understand your scoring and support it. But I think you are holding us accountable, unfairly, for that which we had no control over. I would ask you to evaluate us in terms of the service we delivered-pricing,communication, etc. Won't you please reconsider and provide feedback that directly reflects on Duxbury Motorworks?
Thank you John.
We always are here for you, providing quick turnaround and quality workmanship.
Hi Virginia - the installation fee should have been disclosed to you by the company (that supplied the unit) upon scheduling your appointment with us. My apologies for the misunderstanding.
Thank you Vida for the great review. All of us here at Duxbury Motorworks are pleased to be your 'dealer alternative'. Please be sure to join us for our first "Know Your Vehicle Night" on Monday November 12th - more info coming soon along with our new refer-a-friend program which will benefit YOU and a friend.