Naturally as a business owner, I reviewed this negative post. I take it serriously, and actaully reread this post a few times. As Mark discussed with you on the phone, we have 2 inspection bays. One in the front of our Service Center, and one in the basement around back. We have 2 bays for MA State inspections for the convenience of customers to speed the process, which most appreciate. Most repair facilities only have one bay dedicated for Inspections. This vehicle in question was taken to the rear basement bay for an Inspection. As Mark relayed to you on the phone, there was an issue with the State supplied inspection computer not communicating. We then brought the vehicle to the front bay when it became availble to complete the Inspection. We do not take vehicles on road tests as a component of the inspection process. I can assure you that this vehicle did not leave the premises. We have been in business since 1952, and stand by our honesty & reputation. As evidence, review our SureCritic rating. Thank you.

David Gallerani, President

We must adhere to the state of Massachusetts Department of Motor Vehicles guidelines for Inspections on safety related items. This particular vehicle involves excess labor to access lens replacement in question due to vehicle design. The Registry views a cracked lens as a safety issue and therefore cause for inspection failure. The estimate furnished to the client was accurate. Unfortunately, when people fail inspection, they can tend to leave a low review. We stand by our quote, our work, and have done so for over 67 years.

Cape Auto always strives to give high quality service, We in no way ever sell services not needed. That being said, if you look at the majority of our reviews, you will see we get glowing testimonials, especially for stickers from most customers. We have been in business for over 60 years, that doesn't happen by selling unneeded services. We are bound by the state to do the sticker properly and follow the Mass. Registry's guidelines for failure. Sometimes, when a person's vehicle fails, they can take it out on us.

Cape Auto does its best every day to satisfy our customers. That being said,  nothing is 100% perfect. We did the job, and roadtested it, however when we brought the car up to the customer, we realized that it was not ready to leave and we needed to make some adjustment, definitely our fault. The only thing we could do was get the customer into substitute transportation and make sure it would be done correctly. I have to say, that in my 40 years here, I’ve never run across nips left in one of our loaner cars, and I’m horrified that one of my customers would do that. Live and learn, so I guess we now need to look in the console for left behinds? Sad commentary. We are sorry for the inconvienience.

David Gallerani 

We are governed by the state of Massachusetts Department of Motor Vehicles guidelines for Inspections on safety related items. This particular vehicle failed due to an emergency brake malfunction, a faulty tie rod & defective mirror. The estimate furnished to the client was accurate. Failed Inspections naturally make people unhappy, and the result can be a low review. Written estimates are submitted to customers for approval before any work is begun. Most customers seem to appreciate this process. We stand behind our work, and have done so since 1952.

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.