Communication is non-existent. I told them I needed to know why the check engine light was on and the car performance was lacking, but my daughter needed the car to go to work the next day, which would be Tuesday. I was assured that they would check it out 'in the first part of the day'. They don't answer their phone, but reply with 'I'll call you right back' messages, but they never call you back. By the evening, I was told 'the mechanic is looking at it, but it will be first thing in the morning'. NOTE: I'm fine if you are busy. Tell me you can't honor the timeframe and I at least have a choice to look elsewhere. The next morning, nothing. I did get a call back from the receptionist saying, 'we are working on it'. By the afternoon, after my daughter had to be dropped at work', I started calling. More generic 'I'll call you right back messages' with no call back. I had to make 10-12 calls a day and still nothing. Finally, I went over to the shop myself, which, by the way, is ridiculous to have to do. He told me he would work late and I could pick it up first thing in the morning Wednesday. At around 11:30 PM, I get a text from the mechanic -- the first that wasn't auto generated, it seems -- stating more repairs needed. I trust that he was honest about new issues and I like Keith. I think he worked hard once he got to the car and found some issues. But by then I had had enough and just said I'll pick up the car without repairing the rest. I came the next morning and paid a diagnostic and took back the car. The receptionist was apologetic, but she said 'did you get the text messages?'... I did, but you need to follow up! People need real conversations so they can ask questions. Super frustrating experience. Not a professional atmosphere when you can't reach anyone for many hours at a time.

Keith W., MANAGER from Austin Car Care responded on 06/16/2022 09:54 AM

Thanks for choosing Austin Car Care, We appreciate your Families business. Customers that need repair work done call and schedule a appointment, but we were able to place yall on our schedule after your family came to our location and dropped the vehicle off. It was expressed at the time when your vehicle was dropped off with out a scheduled appointment that we would would be reaching out as soon as the Mechanic was able to diagnose your vehicle. We had several conversations with you throughout the past few days whether it was thru text, or phone call. This is something we let our Customers know up front that we may send out text, and please respond as they can. Our mechanic stayed until late to diagnose your vehicle and we called and relayed the information about repairs to you, you decided you didnt want to have repairs completed and wasnt charged anything but the diagnostic fee. Normally when we have Customers on our schedule they call and check in with us, we apologize we werent able to get to your vehicle a couple of hours after you dropped it off to us. Please let us know if we can do anything to be of any assistance, we will have room on our schedule next week.

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