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| - My husband and I have been using Rebel Auto for years. They used to be great. A few months ago, we wanted to replace the tires on our SUV. We made an appointment with Rebel, and when we showed up to the appointment, we find out that they never ordered the tires we needed. Ehh, no big deal, right? They have always been great to us in the past, so we overlooked it and continued to use them. Until now.
Our SUV was having major brake problems. The brake would hiss when engaged, and it didn't feel like it would truly stop. So, we bring it into Rebel on Wednesday at 5pm. It is extremely difficult with our schedules to find a way to get the vehicle down there, so dropping it off in the evening was the best choice. No problem, we were told, they would be able to work on it on Thursday. We also decide to have them fix our passenger window that was acting up.
Thursday comes and we don't receive any phone calls. I call at 1pm and speak with Gino. He tells me he hasn't received any word from the tech yet and will call me back. Before we hang up, I specifically tell Gino that I need to know if the vehicle will be done before the end of the day. I think most people understand how difficult it is to go without a car and arrangements have to be made. He tells me he'll call back.
No phone call until I decide to call back at 4pm. Gino tells me he was currently working on my quotes and that it took awhile for the tech to "get in there" and discover it was the brake booster, which is why there was a delay. I find that odd considering I typed in "brakes hissing" into Google before bringing the vehicle to Rebel and the first thing that popped up was "brake booster", but hey, Google isn't a mechanic, right?? He also tells me that there may be a more serious issue with the master cylinder, but we won't know until "he gets in there more." I'm not sure why 9 hours wasn't long enough to "get in there more" and figure out what the problem was. He says he'll call me back with the quotes. I say "well, I assume the vehicle won't be ready today, then" and his response is "oh, no, not at all." Again, it would have been nice to know this before 4pm.
Its 5:45pm on Thursday and still no call. They close at 6pm. My husband calls and Gino goes over the quotes. If it's the brake booster, it will be done Friday. If it's the master cylinder, the part won't be in until Tuesday. We won't find out which until Friday.
Friday comes. No phone call from Rebel. My husband calls around 1pm on Friday. They know it's the brake booster now (great!), but now the window is the problem. They need a different part to fix it. The part won't get here until Saturday. Rebel says they'll call by noon on Saturday to give us an update.
Saturday comes. Rebel calls at 1:30pm to let us know our car was ready. Please note this was the very first call Rebel initiated since we brought our vehicle in.
Look, I don't think Rebel is out to screw you cost-wise, and for some people, that is enough. I just don't think they care about getting your car back to you anytime soon or keeping you updated on when you'll be getting your car back. Maybe they are super busy, but that's no excuse for poor customer service. Maybe they forgot our car was there on Thursday (my suspicion). Perhaps for oil changes, they are perfect, but for anything more involved, you might as well prepare to get a rental car. I wish they had been more communicative, especially upfront and especially when I'm dropping a decent amount of money for repairs. I never expected that my vehicle would be out of commission for so long. In any event, we will not be returning, for oil changes or anything else that we may need.
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