I have a fairly rare import vehicle that was in need of an alignment and tire balance. I called Automotion and they were kind enough to agree to take a look. Before my appointment on Friday morning, I purchased some tires to ensure that the work was not effected by the old tires that were currently on the vehicle. I did this on the suggestion of the mechanic that I made the appointment with.
I will admit that I did arrive late for my appointment (purchasing tires took longer than expected). I got to the shop at 9am. Since I brought new tires, and the vehicle had not been inspected yet, the mechanic recommended that they look over the whole front end. This was more involved than originally expected so they let me know that if would be a couple of hours before they could get it in. Which I understood. But, they also said they would do their best since they knew I lived in Truckee and was waiting for the vehicle. We agreed they would call with a report once they had a chance to get the car in.
I took off to a coffee shop and waited to hear from them. By 2pm (5 hours after I dropped it off) I had not heard anything so I gave them a call. They said they just got it in the shop and didn't have a full report. They would call back with more info. By 4:30pm I still had not heard anything so I headed back to the shop. I got there at 5pm (still no call) and was told they just finished looking at it. They billed me for 1 hour and did nothing to the vehicle as they needed to source some hard to find parts. See below for my list of complaints.
-If you can't fit the car in till the end of the day, just tell me that! Then I am not simply waiting around all day waiting to hear back from the shop when you told me you would need "a couple of hours" to get it in. Or tell me that I need to leave it with them overnight. That is fine. But don't tell me you will get to it in "a couple hours" and just not call.
-I have been to shops to get a vehicle inspection and it cost me $20 to look over everything and advise on what needs to be repaired. They charged me $110 (1 hour of labor) and this wasn't even the entire vehicle. This was only to look at the "front end" and the "left rear brake". And the "left rear brake" was not even what I has asked them to look at. I am highly suspicious that they looked over the vehicle for an hour.
-What I had requested for them to look at was "the left rear brake light" that was out. They didn't.
-If you only billed me for 1 hour (which, as noted, seems excessive) then what was going on from 2pm to 5pm when you "allegedly" just finished! You definitely did not look over the car for 3 hours so either you lied to me when I called the first time or you lied to me when I got back to the shop.
-Your shop closes at 5:30pm and you had not called me back by 5pm. What did you expect, that I would just show up and know it was ready!
Now on to the gentleman helping me:
-He complained at least 3 times about how difficult it would be to find the parts. I understand that informing the customer that finding parts may be difficult is important. But complaining about it is totally different. If you don't want to find the parts then just tell me and I will find a new shop. If you want my business then sourcing parts is part of your job! Don't whine about it to me.
-He apparently felt it was acceptable to passive/aggressively fight with his coworkers right in front of me.
-He implied that he was going to look for the required parts but did not mention if he planned to call me at any point. Unsure if I will ever hear from them.
-I do not feel that he was actively rude, but he did seem to be generally annoyed about helping me.
I understand that working on cars takes time and was never looking for something to be done unrealistically fast. I also know that working on imports is especially complicated and am sensitive to this. All I wanted was to politely know the truth about how long they expected it to take, and if there was some huge deviation from this, to get a phone call letting me know this. All the other issues were just icing on the cake.
If the shop ever actually reads this perhaps it will inspire them to try to win back my business.