Hi Rick,

I did some research on the reasons for your 3 star review from the end of last week. The tire pressure was checked and deemed OK during your visit. That said, situations arise which can alter pressures, sometimes inexplicably. My first thought would be a slow leak, but that would be one tire vs. all 4. All I can say is we can check your system thoroughly on your next visit to ensure this does not happen again. We appreciate your positive customer service comment, thank you! We look forward to seeing you again, and apologize for the inconvenience of a trip to the dealer.

Mark Mackinnon 508.746.0330
MARK@CAPEAUTOREPAIRS.COM

Dear William, 

 

Looking at your review posted 10/09/2020 on SureCritic regarding your recent experience here with your son's vehicle, it appears you were quite happy. Is there anything I should know about to improve your experience?

 

A review of 3 out of 5 stars is considered low for us, and I would want to attempt to rectify any misgivings you may have. We take the review process very seriously and would like to protect our current 4.94 out of 5 star rating, if not improve upon it. If this was an error, can we respectfully request a rescore? Please & thank you.

3 out of 5 stars -- Would Recommend? Yes
Business ID: 1002501 -- Order #: 187903

Great service
Had a problem with the suspension on my son’s car. Cape Auto took care of the problem and car is back to new. I’m very happy with their work . Thank you. 

We apologize for the delay in returning your vehicle. Due to COVID-19 & the new “normal” both turnaround times and staffing have become more of a challenge these days. We attempt to accommodate all customers with the quickest service we can offer. Wednesday ended up being very busy. Thank you for alerting us to the database telephone preference. We have updated your information so your cell is now primary contact for text updates (your wife’s was listed first on account). Most families prefer to have one account. We can also discuss two separate accounts if that would be more convenient for you. Thank you, we take our review process very seriously, and hope you may consider a rescore. Your feedback as always is appreciated.

Dear Terrence,

 

I noticed you left a 3 Star review on SureCritic late last week. I was off so am not responding until now, sorry. We attempt to take the utmost precautions with all our customer experiences in the new normal caused by COVID-19 concerns. Contactless repair options with curbside drop & pick up, or secure key drop. All of our staff is trained on protocol regarding their health symptoms regarding attending work, staying home and testing if necessary. They are provided PPE Masks & Gloves. They practice social distancing. They are trained to disinfect themselves, all vehicle touch points and utilize plastic protectants for vehicles. This is a new normal for all of us. If you experienced a glitch in our system, I sincerely apologize.

 

We are striving to adapt, and keep our team & all of our customers safe as best we can. I hope you & your wife stay safe.

Sincerly Mark

i spoke with the customer and explained the policy we have implemented during this pandemic.  Informed the customer of our diagnostic procedures.

Hello Peter,

 

I am sorry for your disappointment in the cost of your recent service. However I do not believe you are comparing like items. We make it a practice to both rotate AND balance the wheels as a package. We have found this limits the issues that can result in a bumpy ride when just performing the tire rotation. This practice has worked well for our customers and we continue to do so as protocol to ensure smooth rides and satisfaction. I hope you can see the value of this service, and will give us another try in the near future; I am mailing a $10 coupon for future use.  Thank you.

Mark

First and foremost, we make it a practice to submit an estimate for approval before the work is done. That being said, if the customer did not like the price, why did they have us do the work? Secondly, price can be a very subjective thing, like comparing apples and oranges, there are many grades of parts, including good, better and best. We use the best NAPA auto parts available for several reasons: We warranty our work, 2 years/24,000 miles parts and labor. Brakes are a safety item, therefore for liability concerns we see no reason to skimp with subpar parts. Lastly, we don’t want comebacks if it can be avoided, no one is happy when we have to tie up a vehicle twice. Also, we biannually do a competitive analysis of our direct competitors and we know what everyone else charges, and we are not the least, or the most expensive.  I am pleased that the customer liked our customer service and our competent work, but as I said, price is subjective.