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| - I will give my honest opinion, as I always do. I came here on the recommendation of my SIL as she said they had in house financing for repairs. I now regret that decision, but my hands were tied at the time. My first impression was most excellent as Liz, the district manager was in the store, so everyone was on their best behavior. I was treated with utmost respect that day. This was all between March 26-29, 2015.
The AC issue on my car was diagnosed and I had them check the oil leak as well. They diagnosed an additional Power Steering leak. I was quoted a specific dollar amount and decided to have the AC and PS repaired. I contacted the lender they suggested for the repairs and got approved, so I made an appointment to come back first thing in the morning 2 days later, stating that I had to have my car back by the end of that day. I figured that if they had the entire day that would be just fine. How wrong I was!!
During the day of the repairs I was called with various different dollar amounts for the PS fix that were several hundred dollars more than originally quoted, so I declined those repairs. I went to pick up my car that Friday night and it wasn't done. Needless to say, I was not a happy camper. Ricardo didn't know if it would be ready the following day or Monday.
The team at AAMCO had ALL day from open to close to complete ONE job. They knew the job needed to be completed in that time period, as Liz reminded them on Wednesday while I was there for the diagnoses. After not hearing anything from Ricardo for several hours on the day of the repairs, I called at 3:40 to see if my car was done, he said no, but that it was CLOSE and he would call when it was on the floor.
I got there just before 5 and it still was not ready. Apparently a wrong part was the culprit, a part that they only opened at 3:30, mind you, this is BEFORE I called. That means that Ricardo knew when I called that my car wouldn't be ready Friday at all. I really hate being lied to. Regardless of the intent, waiting for a miracle of the part to make it on the day of the repairs, or knowingly holding off the inevitable, that is not good customer service. I have been in the Customer Service field my entire adult life.
When you order parts for a specific job, especially a job that you know must be completed on the same day, isn't it simple common sense to make sure that you have the RIGHT product immediately after receipt? If that had been done, my opinion might have been a little better. I don't know when the facility actually received the part, but I am assuming it was the day prior, since Liz stated that she was ordering it herself on Thursday.
Ricardo's "reason" for the mix up was that they didn't check the part until they were ready to use it. On one hand, I understand, but from the consumers point of view, it is just an excuse, not a reason.
The gentleman from ARL was there for me to sign the loan documents and he and Ricardo were speaking in Spanish in the background. I understood bits and pieces of what they were saying. The guy kept saying Lunes, Lunes, which is Monday, Monday. I didn't know what they were referring to at the time, but found out later that they had no intention of returning my car to me until Monday.
After hearing Ricardo out about waiting until the warehouse called him on Saturday about the part, I showed restraint, turned around, and walked out. My husband was much more gracious, thanked him, and shook his hand.
It was well after closing the following day that we actually got the car back in our possession. I have no idea if the delay was truly due to the wrong part not being there or if it had to do with the ARL agreement and the GPS unit they installed to track my car for the loan. Either way, the Customer Service sucked. I had Liz on their tails all day long to make sure I got my car back THAT DAY.
Now, to top it all off, a little more than 75 days after having my AC system replaced, it is only blowing out HOT air. I have no Air Conditioning during an excessive heat week in Phoenix and a 23 mile commute for work each way. I will be paying on the repairs (or lack there of) for the next 2 years. I am more than just a little bit pissed about it.
I wouldn't recommend taking your vehicle to this location for any reason. It isn't worth the headaches and frustration. I am disappointed that I have to deal with them again to fix what they already fixed. Wish me luck.
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