Shortly after leaving the shop on Friday at 5:30pm my check coolant light came on in traffic. I immediately called the shop and no one answered, I left a message and no one ever called me back. I had paid for a coolant flush but didn’t know if it was actually done. I checked the levels and had to add quite a bit. I waited for someone to return my call and no one ever did. My husband finally called back and spoke to someone the following Tuesday and we received an apology. After spending $1700.00+ I expected a bit more!
Dear Ms Kemp,
We were really sorry to read your review and we sincerely apologize for the situation you went through.
It genuinely was an unusual set of circumstances and we promise you, had we been in anyway aware of your trouble on the way home, we would of responded. Sometimes an air bubble can form after a recent flush and it sounds exactly like what happened here. We ended up working late on that Friday, however the weekend voicemail system automatically switches at 5:30pm. We can only guess it was right at that time you called because we were there until after 7pm and never heard the call come in. We also double checked all of our voicemail boxes and nothing had been recorded for us to be aware of until your husband called on the Tuesday.
We have been in the same location for nearly 30 years now, we really do look after our customers and it is very rare for us to not be there for someone when they need us.
We hope you consider a future opportunity for us to make amends and trust our lack of response to your predicament was totally unintentional and not our normal process.
We realize your issue was about our after service rather than money but if you do consider us for future visits, there is an open $100 voucher for you to use at our shop for whenever you may need it.
Eurotech German Car Service