took my Range Rover Sport to this shop hoping to have a pleasant experience and a shop that I could rely on for any future repairs. Upon my initial contact with Lisa, I knew that wasn't going to be the case. I advised Lisa of my experience with another shop and I explicitly explained that I was merely expressing my concerns from my last shop experience. Lisa immediately took to offense and said "are you accusing me of x,y,z", again I reiterated that I was only expressing my concerns. She continued to take offense to something that had nothing to do with that shop.
I got a call with a diagnosis of the repair, in which I already knew what was needed to be completed. Lisa stated my coolant reservoir was leaking and needed to be replaced. I advised her that it did not and only the cap needed to be replaced and she stated that the entire reservoir need to be changed out because the caps sometimes don't fit. A $350 repair she quotes. I called the Land Rover dealer and got a cap for $25 and shipped to the shop along with another part. (Lisa was too concerned with overcharging for parts/labor instead of fixing/replacing what needed to be and being cost effective building trust and longterm repair relationship. I went to pick up my truck and didn't think to check what was and wasn't replaced trusting everything that was delivered was installed. I get the truck home and looked under the hood and realized that the second part delivered with the reservoir cap wasn't installed, nor was it in my truck. I called to find out 1. Why wasn't the part installed, and 2. Where was it? Lisa immediately took offense for her error and inconvenience to me. With a snotty attitude she says, we weren't told to put the part on your truck. And that it was still at the shop on a back counter. First off, why wouldn't you call and ask of that part should be installed? And if that was too much out of your scope of work duty, make sure that part was in the vehicle when picked up instead of catching an attitude.
I had to drive all the way back to that shop taking more time from work due to Lisa less than professional customer service and attitude. I have to install an engine in my truck and was hoping I could use Fayetteville Imports, after my experience with Lisa, I'm definitely taking my business and truck elsewhere for the engine install. I asked for a callback from the owner to speak with him directly, needles to say Lisa gave me an excuse as to why I most likely won't hear from him. I thought maybe the owner Chris Hanners, would care enough about his business and losing customers to reach out and salvage those relationships. Maybe he does and Lisa isn't giving him the messages, either way, Lisa definitely needs training on customer service and effective relationship and trust building
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I got a call with a diagnosis of the repair, in which I already knew what was needed to be completed. Lisa stated my coolant reservoir was leaking and needed to be replaced. I advised her that it did not and only the cap needed to be replaced and she stated that the entire reservoir need to be changed out because the caps sometimes don't fit. A $350 repair she quotes. I called the Land Rover dealer and got a cap for $25 and shipped to the shop along with another part. (Lisa was too concerned with overcharging for parts/labor instead of fixing/replacing what needed to be and being cost effective building trust and longterm repair relationship. I went to pick up my truck and didn't think to check what was and wasn't replaced trusting everything that was delivered was installed. I get the truck home and looked under the hood and realized that the second part delivered with the reservoir cap wasn't installed, nor was it in my truck. I called to find out 1. Why wasn't the part installed, and 2. Where was it? Lisa immediately took offense for her error and inconvenience to me. With a snotty attitude she says, we weren't told to put the part on your truck. And that it was still at the shop on a back counter. First off, why wouldn't you call and ask of that part should be installed? And if that was too much out of your scope of work duty, make sure that part was in the vehicle when picked up instead of catching an attitude.
I had to drive all the way back to that shop taking more time from work due to Lisa less than professional customer service and attitude. I have to install an engine in my truck and was hoping I could use Fayetteville Imports, after my experience with Lisa, I'm definitely taking my business and truck elsewhere for the engine install. I asked for a callback from the owner to speak with him directly, needles to say Lisa gave me an excuse as to why I most likely won't hear from him. I thought maybe the owner Chris Hanners, would care enough about his business and losing customers to reach out and salvage those relationships. Maybe he does and Lisa isn't giving him the messages, either way, Lisa definitely needs training on customer service and effective relationship and trust building