Five stars for the work done, but communication issues take off a star - I made my appointment online (love this feature!), providing my work and cell phone numbers, as well as describing the issues my car was having and the dates I preferred for my appointment. Received a quick response that the work could be done on Wednesday, so I dropped my car off the night before and put my keys in the night drop inside the envelope (where I again provided all of my information, including contact numbers). By 5:20 p.m. on Wednesday I hadn't heard anything, so I called - only to find out that my car hadn't been touched and they had no keys for it. Needless to say, I was concerned to hear that my keys were gone, and also concerned that no one had contacted me at any point in the day to question why I hadn't dropped off keys. The front desk person went over to the night drop and hunted around, did locate them (fell behind the drop) - however, my car would have to wait another day to be fixed. Not a big deal since I didn't need it, and I did receive a call mid-morning requesting authorization of service, which was great. However, by 5:20 p.m. on Thursday I again hadn't heard from anyone that the car was ready, or to get my payment information, which was odd. I called, but only got the voicemail so I left a message that I needed to pick up my car that evening - no response at work or cell numbers. When I arrived at 7:30 p.m. my car was there, but Dave's was closed - I tried the door handle just in case, and was relieved that it was open, and the front desk employee was still there. Unfortunately, his first response was "uh, we're closed" - when I explained that I was there to pay my bill and pick up my car, not to drop it off, he still seemed reluctant to assist. I mentioned that I had called and could only leave a message, to which he responded "the voicemail was on because we're closed", and when I told him I was surprised that Dave's hadn't contacted me for payment information, was told "I left a message...must have been on your work number or something - the phone numbers are messed up in our system". I mentioned that I had planned to pick up my car with my spare key and simply come back Friday morning to pay and again his response was less than helpful: "good thing you didn't, since we would have called the cops". Seriously? The customer is trying in vain to pay their bill, the company isn't communicating regarding obtaining the payment, and they seem uninterested in processing payment when the customer is right in front of them? This was disappointing. Fortunately, he did at last run my credit card and I was on my way.
I would DEFINITELY take my car back to Dave's for service - they do an excellent job, and I find them extremely trustworthy. However, I now know that I need to proactively make the calls to them for updates/confirmation/payment, because I don't feel confident that the paperwork side of things will run smoothly if I don't.