ReScore Reviews™ (3)
I spoke with Mr. Low in regards to his latest visit to The Brake Shop & Auto Repair. He explained to me that he was unhappy with the amount of time it took to perform the State Inspection and Emissions test and the lack of communication from my staff. I explained to Mr. Low that when vehicles are dropped off with no specific pickup time we assume that the vehicle is to be ready by 5:00 pm. Mr. Low explained to me that he was never told that when he dropped the vehicle off. I assured Mr. Low that this will never happen again and that his vehicles will be handled in a timely manner and returned to him by his requested time. Mr. Low was appreciative that I reached out to him, but that does not change how he felt about his visit. I explained to him that I completely understand where he was coming from. I explained to him that we have over 900 positive SureCritic reviews and that customer satisfaction is our main priority. I also made him aware that I would be responding to his post as per our conversation and he was ok with that. Myself and the staff at The Brake Shop & Auto Repair look forward to helping the Low Family with all their vehicle repair needs for many years to come.
I spoke with Michael this morning in regards to his submitted Sure-Critic Review. When Michael contacted me in regards to his blower motor not working, he made me aware that he diagnosed the motor be faulty and would be providing the part himself for us to install and it was not necessary for us to do our diagnostic. I explained to him that we would install the blower motor as per his request, but if it did not work we could not accept responsibility being that we did not diagnose the original concern. We installed his provided blower motor and the problem still existed. We made Michael aware of this and offered to him for us to further diagnose the issue. Michael declined our diagnostic and mentioned that he was going to get rid of the vehicle.
After speaking with Michael this morning and discussing the previous conversations we had during his visit, Michael decided he would like to bring the vehicle in for us to perform a diagnostic test and advise him of what we found. Michael said he was very appreciative of me reaching out to him and will be in soon to have us look deeper into the problem.