Hi Jason, thank you for taking the time to share your experience. We’re genuinely sorry to hear that your visit left you feeling this way.
At Fort Collins Muffler & Automotive, treating our customers with respect and taking the time to clearly explain their options, pricing, and repairs is extremely important to us. What you’ve described does not reflect the standard of service we strive to provide, and we take concerns like this very seriously. We will be looking further into the situation you described, especially regarding communication and how customers felt they were treated.
We understand how important transparency is when it comes to vehicle repairs, and every customer deserves to feel informed, comfortable, and respected while making decisions about their vehicle. We are also concerned by your comments about another customer’s experience, as we do not tolerate any form of disrespectful or dismissive behavior.
At the same time, we would like to share that during your visit, our team made a strong effort to work with you by discussing multiple repair options and accommodating last-minute changes after authorization had already been given. Our goal is always to remain flexible and go above and beyond to meet our customers’ needs.
Thank you again for your feedback. We will use it to help us improve and maintain the level of service we strive to provide.
From the start, customers were treated in a dismissive, defensive, and at times openly disrespectful manner. Multiple customers asked simple, reasonable questions about pricing, labor, or what work was being done. Instead of clear answers, they were met with vague responses, attitude, and an unwillingness to explain charges. On more than one occasion, it was essentially communicated that if customers didn’t like the pricing or how things were handled, they could go somewhere else.
It became clear this business takes advantage of the fact that most customers are not mechanics. Pricing lacked transparency, explanations were avoided, and there was little effort to help customers understand what they were paying for.
The most disturbing part—and the main reason I am writing this—was how a young female customer (who appeared to be a Colorado State University student) was treated. When she asked basic questions about her vehicle and potential repairs, she was dismissed and talked down to. She was told to wait and that everything would be explained later, without being given the respect of understanding what was happening in the moment.
The interaction came across as sexist and demeaning. It was uncomfortable to witness and completely inappropriate. No customer should be made to feel they don’t deserve to understand what is being done to their own vehicle.
This was not isolated. In just one hour, I observed multiple customers being treated poorly, suggesting a consistent pattern.
Any business has the right to operate as it chooses. But customers have the right to transparency, respect, and to not be treated in a dismissive or sexist manner.
I would strongly recommend others proceed with caution and consider shops where professionalism, communication, and respect are standard.