About an hour later they contacted me again and informed me they did the work on the drums, took my car out to test the brakes and the grinding noise was not only present but apparently really bad. It was explained to me that the rotors would need to be replaced and the estimate to do that would be an additional $213 (or something close to that). This didn't make any sense to me because the initial estimate to get all the work done, had I gone that route, was only $395 and now I'm being told that it would be well an additional $213ish, bringing the total to over $400. When I asked for an explanation for the increased price, the person I was talking to did a bit of calculating and then simply repeated everything he just got done saying, which is to say it would be an extra $213 without any actual explanation as to why it is now more expensive than the original estimate. He asked what I wanted them to do and perturbed, I reluctantly agreed because the whole reason I brought my car into the shop in the first place was to get this issue resolved.
After a few more hours, my car was ready and I was able to pick it up. I did have a $50 off coupon for any maintenance over $250 that they honored, so my final cost was $369.69. And I will say that the issue does seem to be completely resolved now as I haven't noticed any more grinding. I was told that the drums were warped and the rotors had accumulated a excessive amount of rust, so overall it was probably a good idea to have had all that work done (I may have that backwards, but you get the idea). To which I think that's really good. So my biggest issue is why the difference in pricing over what I was originally quoted and what the actual cost ended up being, to which I never did get a satisfactory explanation. Fortunately, I did have that $50 coupon so that softened the blow but an explanation would have been welcome.
I do intend to continue giving Reeves my business. I have in the past rated them 5 stars and I won't let the issues I experienced during this one visit sour me on them. They are reputable and do good work. They are also the most affordable shop I have found in the area and I do recommend them to anyone needing their car worked on. So, keep in mind that this review is strictly to reflect my opinions during this one visit.
If the wait time is an hour plus (or in this case closer to an hour and a half plus), don't tell a customer you can get to them in 15 minutes. Had the gentleman at the counter simply been realistic, I would have thanked him and went on my way at that point.
I am very surprised by this experience as I have done business with Reeves in the past. The atmosphere, customer service / acknowledgment, and sense of urgency is seemingly just not there today...at least not like it was a year ago.
I can't image going back.
We appreciate your time to give us feedback on your experience at our store. We use feedback to seek continuous improvement. I tried to reach you by phone to speak personally with you and left a message. Please contact me at the number left with the message as I'm very interested in discussing your concerns. Thank you!
Reeves Tire, Owner