Horrible communication! I have had work done here a few times before and the work is usually solid. However, I had a car in for some work about 3 weeks ago and it was a horrible experience. The problem is NOT the work itself, it's the communication. I made an appointment for a Thursday and dropped my car off on Wed evening. I knew the job was labor intensive and they told me the week before it would take about 6-8 hours to complete. I expected it to be done in 1 day. I called at 7:30AM on Thurs morning and talked to Evan. He asked me if it would be a problem if they couldn't get it done in 1 day. I said yes but I could make some arrangements if needed. I told him to call me. Well, by mid day, I had no call about the car, so I called them. Evan said it wasn't looking good to be finished that day. I asked him to call me later in the afternoon to update me so that I could make arrangements if it wouldn't be done. But nothing. At 5PM, I called back and talked to Scott this time. I found out that Evan left on vacation for the afternoon, but never bothered to call me. I was really upset and let Scott know about it. Of course, he apologized and he told me that he'd talk to Evan and make sure he called me in the morning. On Friday morning, I got NO call. By noon, I was steamed. I really laid into Evan when I called at noon telling him that this was completely unacceptable communication. By this time, my car had been there for a full day and a half and they had never initiated a call to me ... I had to call them to find anything out. That is NOT what I expect for customer service. At 3PM, Evan finally initiated his first call to me and said that the car wouldn't be done by the end of the day. Again, I was steamed. I did understand that the job was labor intensive, but that is exactly why I made an appointment. No way I expected this to take MORE than 2 full days. Evan did call me a second time at 5PM on Friday to confirm that it was not ready. I asked him about finishing it up on Saturday. He said that the technician was not working on Saturday and they would finish it up on Monday. Talk about disappointing and frustrating... I was beyond upset. Unfortunately, I was going out of town for business and wouldn't be there on Monday. So I gave them my wife's number and asked them to call her for pickup. Here's the real rub ... When she picked it up on Monday, she found out that the car was actually finished up on Saturday but they never bothered to call her and tell her it was ready. This is the absolutely worst communication I've ever had with any service on a vehicle or anything else. The bottom line is that I'm not complaining about the quality of work or the price. But because of horrible communication, they have lost a customer ... and word-of-mouth is powerful, so I'm telling my sad story to anyone and everyone.
Brad, we understand your frustration, and want to sincerely apologize for your experience. It is important to us that our customers are more than satisfied and we would like the opportunity to make things right. Please call Scott to discuss your concerns further.
- Troy Auto & Truck Center