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| - So I've been a customer of this Auto-Tech for a couple years. I have two cars in their Preferred Membership Club and until recently I have referred all my friends and family to them. The previous manager, Tom, was a straight shooter and honest. The new manager, Vince, just lost my business for his entire company. Here's what happened:
I brought in my car because the window had fallen into the door. At first Vince told me he would charge $150 just to diagnose the problem, but when I mentioned that I am in the Preferred Club (which get free diagnostics) his clerk quickly said "well that changes it, its free then" to which Vince interrupted and said that this wasn't a "diagnostic" it was going to require "labor" and that's inherently different...even though my Club Membership clearly states I get unlimited free diagnostics. STRIKE ONE.
Then he takes my car back and in 30 seconds tells me what is wrong. I need a new rotor for the window. He looks on his computer and says "Wow, they don't have one of these parts ANYWHERE in the city. I even called the dealership and THEY don't have it. I have to special order it from out of town. It won't be in for 2 days and it will cost $150."
Of course I'm floored, but I throw up my hands and swipe my card. I ask him whether I can look for the part myself and bring it in for them to install. He says "Absolutely not. Its against our policy. We can't guarantee the work when its not our part so we under no circumstances do customer parts." I'm confused, but I pay up and leave.
I drive RIGHT ACROSS THE STREET to the Autozone and ask if they have the part. Sure enough they do. And it ONLY COSTS $45. Then I call another Auto Tech and ask them if they will install the rotor which I bought myself. They say "Of course we can! Just bring it in!". STRIKE TWO.
I drive back and tell Vince to give me a refund because I'm not buying his part. He is *shocked* (I'm rolling my eyes) and says "I can't believe they have the part! There's no way! I'm sure its the wrong part" --This is where I hand him the printout Autozone gave me to confirm its the right part -- "Well I'm sure it isn't right." I also tell him what the other Auto Tech said about installing the part. He nods his head and give me back my money. He tells me to come back tomorrow and he will install the part.
I return the next day with my family in the 105 F heat. I bring the part and the car. Vince says he won't install the part. Astonished I ask why.
Vince: "because its not our part and I can't guarantee the work. I don't want to be held liable. Besides, its not direct from the dealer so I'm sure I will have to modify it which I absolutely will not do and takes way too long"
Me: "You're kidding me. I've called another store and they say its no problem. Everybody has brought in parts and had them installed and its no big mystery that you aren't liable for the part's performance. You're just upset because yesterday I caught you lying about the availability and price of the part, and then caught you lying about the company policy on installs. I've been a good customer to this store for over 2 years. I've spend thousands of dollars here repairing both my vehicles and always pay up front and in cash. If you turn me away you are losing my business and my referrals for good."
Vince: "Its the prerogative of the manager to decide whether to install a part. I don't want the liability so I'm not doing it. End of story." STRIKE THREE.
BOTTOM LINE:
Auto Tech has a great Preferred Club Membership and I have spent thousands of dollars there happily and referred countless people to the store. But this Vince guy was so astonishingly dishonest that I can't recommend the store to anybody anymore. If you get there, ask if Vince is the manager. If he is, leave. Come back when its a new guy.
HOW DID THE STORY END?
I called my friend and he installed the rotor in 30 minutes, most of that was spent chatting. It didn't need any modifications and it worked in seconds.
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