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| - Beware of the up-sell when you come in with a Groupon.
THE DIGS - 4 Stars: Nothing special here. Pretty much consistant with a car 'tuning' shop. Posters of rims and chicks in bikinis everywhere. The main area is clean and comfortable. They have two regular size sofas that are very comfortable. They have a water dispensor with cold filtered water and a vending machine. The location is convenient. Walking distance away from eateries and some stores. The restrooms were clean and efficient.
THE SERVICE - 1 Star: While they are somewhat polite and personable, that does not make up for their lack of actual customer service. We made an appointment for 09:30 am a week in advance. When we arrived, there was one customer being checked in and three other customers waiting in line to be checked in. There was only one employee checking customers in. No one asked us if we had an appointment so we stood in line. At 09:45 we were still in line waiting and they had only checked in one other customer. I stepped out of the line and told the employee that we had a 09:30 appointment and he said "Oh yes, how are you?, my name is XYZ, just sit tight and I'll be right with you. I took that to mean that as soon as he was done with the customer he would take care of those of us with appointments. I was sadly mistaken. I still had to stand in line while all the other customers that came in before us without appointments were checked in. In the end, we made appointments for 09:30 and 10:00 and weren't checked in till 10:30. Why even make an appointment?
This in and of itself was not the issue. The other part was the fact that the one employee checking in the customers was moving at a very "I don't care how many people are waiting in line, I'm going to make my sale" pace. I understand making his sales pitch, that's how they do business, but the pace in which he was doing it was unacceptable.
Let's talk about the sales pitch. Again, it's part of the business, but the problem is it's a pressure sales pitch deguised as 'recommendations' and complete with erroneous information like, "The factory tint on the back windows of your 2006 Scion XB is only intended to last 3-4 years so it's recommended that you get all the windows done." Unless you already caught how dumb that sounds, let me give you a little background before I explain why it sounds dumb. I bought the two front window for $29 Groupon deal. Now, I've been around long enough to know that these 'too good to be true' deals usually mean it's a bait and switch. I also know that the $29 is for their lowest grade tint. But I didn't care because lowest grade was more than what I had at the time which was no tint. And I don't intend to keep the car.
Now back to why what he said was dumb. Remember, my car is a 2006, he's telling me that the factory tint is only meant to last 3-4. Can you do the math on 2014 - 2006? I've had the car almost 8 years and the performance or look of the back window tints has not degraded one bit. Now, they can argue that it's the exception and not the rule or that it's a 'transparent' degredation that you don't notice. Sure, sure it is. But mine is not the only 2006 XB on the road that still has immaculate, still effective back window tint. My car has not felt any different since the first day I bought it.
Anyway, bait and switch or not, the guy was too pushy. I understand recommendations, but don't make customers feel like they're making a mistake just because they are not buying your $250 package when they walked in with a $29 Groupon deal. If I had $250, I wouldn't have gotten a groupon.
They told us that the cars would be done by 12:30 (two cars at 1 hour each). When we got back at 12:45, no dice on the second car. Finally, around 1pm, they pulled the car out and parked it. Once they do that, they call the customer by name and the customer goes up and pays. It was 1:20 and we had to go up to them and ask if the car was ready. The guy apologized and said he didn't realize we were there. Let's pretend for one second that makes sense. If you didn't think we were in the shop why didn't you call the number we gave you when we checked in to let us know the car was ready? You know, the number you said you would call if we weren't in the shop when the car was ready.
CONCLUSION: Not worth the trip if you live more than 5 miles away from the place. Quality of work is good but they need to work on repeat customers and referrals. The guy gave me a bunch of business cards to pass around and there is no way I will put my name on this place.
Step up your customer service. When someone makes an appointment, honor it. If someone is on a budget and doesn't want to spend more than what they've already spent, respect that. If you have a long line, at least pretend you care about getting these folks taken care of as quickly as possible. You can be polite all day, but actions speak louder than words.
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