When I first arrived at BFI, I felt I died and went to heaven. Nothing but great hospitality and customer service. Hopefully I will be back to your shop to get more parts for my GTI. It seems like you guys really enjoy what you do to, maybe someday I will be able to work there lol.
Thanks for the kind words Khalid, we really do love what we do! We live and breath this stuff and thoroughly enjoy upgrading the heck out of VW's just like yours! Enjoy it and we'll see you and your Dad soon!
First impression/experience was very good with staff and technicians. My problem was small and my car is older but the staff made me feel my needs were very important to them. They also kept it to just what was needed and made excellent recommendations for the near future. I'm willing to pay more for the kind of service Black Forest Industries provide and yet their prices are excellent to. I'm looking forward to my next appointment which will be soon.
My brief experience was that they have horrible customer service. I went there to try them out by getting an oil change and it seemed like me coming in was an inconvenience to the guy at the front desk. He acted like I shouldn't be asking any questions and he certainly did ask me anything in order to find out what my concerns were.
Quality of work seems fine, and people were friendly. But expectation setting and management of the work was terrible. When I made the appointment, I specifically described the primary thing I was bringing the car in for, and the parts required (TSI timing cover, chain tensioner). I asked explicitly via email if this work could be done in a single day, and was told yes, as long as I brought the car in first thing in the morning. I did.
Tech confirmed upon inspection that the car needed the timing cover... and did not have one ready. And could not get part same day. Next day, once cover was off, tech confirmed car needed timing chain tensioner... which was not ready, and did not arrive in time to finish service on the second day. This was a Friday. Then tech had challenges with reassembly on Friday, and car was not ready until almost 5:00PM.
Result: I brought in car on Thursday morning for what was described to me as a single day repair. I picked up car late Monday... after 5 days without the car.
In the future, CLEARLY set customer expectations that parts will need to be ordered and are not always available same day. Also, if a customer describes a specific service to be performed, offer to pre-order the parts if the customer wants to pay for them in advance so they can be on-hand.
I'm happy with what I was charged (and believe BFI made some labor charge accommodations due to my inconvenience) but I would have been much happier if expectations had been set better, and/or parts ordering had been handled better.