| rev:text
| - Back to Dean Honda I go...
I needed an accessory added to my CRV and decided to try Rohrich because it was closer to home and would thus save me some time. Or not. I called ahead and ordered the part, making an appointment for the following week at 7:30am. This was not my preferred time, but I was told that they didn't do the type of work I needed on weekends or evenings. Annoying, but fine. She said it would only be an hour, so I sucked it up and decided to wait and go in to work a little late.
Or a lot late, as it turns out. The installation took two full hours and no one seemed to know that I'd been quoted an hour. And the kicker was that after wasting an extra hour there (which I didn't have time for and wouldn't have scheduled had I been advised correctly up front), I then had to also pay for the extra hour - $110. Double whammy! When I questioned the bill, I was told that "they shouldn't be providing estimates" to people who call. Huh? First of all, how is that response considered customer service? And second, how is it unreasonable to ask for an estimate for a service where the time frame should absolutely be known? I can see where diagnostic and/or repair services are a crapshoot sometimes, but this was a pretty standard accessory.
The waiting area looked a little worn and the work desks had no outlets anywhere nearby. I ended up camping out at a table and stringing a power cord over a chair. There was coffee, water, and pastries available; though no one waiting knew that until I'd been there about an hour and 45 minutes. The bathroom was just as worn as the waiting area. Overall, I have no reason to return.
UPDATE -- To top off this truly disappointing customer service experience, they also did a super sloppy job on the work. The plastic bit underneath that they had to cut to accommodate the hitch receiver looks like it was hacked up with an ice pick and the whole side of it is cracked. Not ok, Rohrich, not ok.
UPDATE 2 -- I completely forgot the other part of my experience until I got a reminder notice in the mail today. When I went in for the hitch receiver, I also asked about an airbag recall, which they needed a minimum of 2 weeks to schedule because they had to order a part. Hope it doesn't explode and kill me in the meantime, but ok. Anyway, they were supposed to call when the part was in. It's been 6 weeks. No call.
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