Thank you for taking the time to provide feedback on your experience at Loyola Service. As a family owned and operated business we strive to provide superior customer service to all of our clients, especially one that has been with us for many years, such as yourself. I truly apologize if we fell short this time around and would like to rectify the matter.
Your vehicle was towed to our shop by a 3rd party towing company after our normal business hours on Tuesday and due to the lack of information provided on their ticket we were not sure whose vehicle it was. After taking care of the previously scheduled appointments on Wednesday our mechanics did diagnostic work on vehicle & our Service Manager was able to do research in our database to find out who it belonged to. At this time, he reached out to the primary phone number we have on file to let her know what was going on with vehicle and find out which repairs should be completed. Unfortunately, we did not hear from anyone until that Friday at which time we were told that the only repairs that would be completed was the warranty work but he would call us back to confirm so we did not move forward with repairs until a final decision was made so that we would keep labor costs down by not doing duplicate work. We did not hear anything again until the following week. When we did and the decision was made to complete additional repairs we provided an estimated completion time of Wednesday evening. Unfortunately, the repairs took a little longer due to the original reason the vehicle was brought in. We had to make sure there was no additional issues caused by the defective serpentine belt tensioner so the estimated completion date was moved to Thursday afternoon and ended up being ready for pick up Thursday evening. Our clients safety is our #1 priority.
Again, I sincerely apologize for any miscommunication on our end and for the additional day it took to repair. The last thing we want to do is repeatedly contact our clients regarding repairs while they are trying to make a decision on what to move forward with but in the future we will improve on keeping a more open line of communication with you, in part by providing more frequent follow-up phone calls. We will be in touch with you in the coming days to see if there is anything further we can do to resolve this matter.
Thank you again for bringing this matter to our attention and being a long time customer.
Thank you Ms. Aurand for the positive review. We are so pleased to hear that your vehicle is running better than ever! Our clients safety is our #1 priority. We appreciate your business.The Staff at Loyola Auto Service
I always feel I get more than I pay for here.