Heres a van update and slight rant about how to treat customers. BTW, DONT us Advanced Truck and Auto if you break down in Doswell, VA! Im a stickler for good customer service. When I see or get it, I praise it. If its not too great, I try to blow it off. If its deplorable, I get mad. As many of you know, my van broke down a couple miles from Kings Dominion on Friday night. It was towed by AAA to one of their recommended repair shops. That one was chosen for proximity and the fact that they were open on Saturday. They didnt touch the van Saturday. Said they would call, but didnt. Followed up Monday. Finally got estimate of $1733 for water pump and head gasket. It was a should be estimate. The people at this shop said should a LOT. I said I needed a definite total. Jerry ended up calling and they said there was water in the exhaust so he told them to go ahead and check the head and head gasket. That said theyd call Monday. They didnt. We waited all day Tuesday. As I said in a previous post, they said at first that they didnt have an answer, so I suggested that maybe it was time for my van to go to a different shop that had time to take.care of it. Within a couple minutes, I was told that only the water pump was bad and my new estimate was $481. How does that sound? I wanted to say it sounds suspicious but didnt go there. Asked when it would be ready and they it should be done Wednesday. I said I need to know as I had to work out a ride, etc. I was told Id get a call by 2. I called at 1:45 and was told in the span of 1 minute that it should be ready, they had the part, the guy had gone to get the part and wasnt back and they wouldnt know when it would be ready. WHAT??!! I explained how far I had to go to pick this up and that I had to know by 3. At this point, I was ready to explode. I thought about calling the owner/manager, but instead called AAA to make a complaint/ask advice, since they recommended the shop. I told my story and they called the shop to demand a straight answer or a complaint would be filed. The shop told AS A that it should be ready Wednesday. AAA said should wasnt good enough, so they promised it would be ready by 5. I called to confirm at 3, before leaving to meet my sister and brother-in-laws. They were very curt and just said itll be ready at 5. We got there at 4:45. It was on the rack. It was test driven about 5:10, and that was that. I asked about.the.water in the exhaust story, and they said the tech thought that the condensation dripping from the muffler meant water in the exhaust. Really?! Anyway, van seems to be fine, but Im just cautioning about this shop because of the run around given by Josh at the front desk. Having been trained in customer service, this is NOT how to treat a customer. And, although the repair was made for a fair price, the run around involved was completely unacceptable. To those who read the whole thing, sorry for the novel.
Posted on: Thu, 03 Jul 2014 11:12:02 +0000
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