After 8 successful years of service with Fletcher's Tire and Auto Service on Chandler Blvd in Ahwatukee, it saddens me to say it has come to a screeching halt. Over the years my wife and I have taken both our vehicles to this location for oil changes, as well as many different types of auto repair. We have appreciated their great communication, honesty and most importantly their above and beyond customer service. As of today, this is no longer the case! We are not 100% sure what has caused these drastic changes; the new employee at the front desk doesn't know and the seasoned mechanic we grew to love has left the company.
We dropped our vehicle off Friday morning right when the doors opened. The following issues were to be addressed:
Starting ability - brought it in several months ago for same problem, however nothing found. Advised to keep driving and bring back if continues. Oil Change, Power Door on passenger side - having issues with closing. Already repaired once, however may need to address different part and a short in A/C panel -rear A/C unit experiences a delay after you turn it on. The first issue is obviously the most important!
Fletcher's contacted me around noon on Friday, however it seems the call was premature as not all issues on the ticket had been addressed. This would be the ONLY call I received from Fletcher's throughout this fiasco.
At 2:30pm I called to check in, as I had not heard back regarding any updates on what had been found. I was informed they were still troubleshooting, however still had quite a bit of time left before closing and not to worry. At 5:00pm and still no word, I made a final call to confirm the obvious; Fletcher's would need to keep the vehicle for another day. I was informed they had completed the oil change, however were still troubleshooting the other items.
In past experience, we leave our vehicle all day and within 4 to 5 hours of drop off we receive some type of update. When my wife inquired further about the lack of communication and no indication of cost for any of the work requested, she was informed, " My mechanics have other cars they need to work on as well and can't just work on your car." Fletcher's advised they would be in touch in Saturday morning by 10:00am.
On Saturday morning at 10:45am I decided to call Fletcher's, as I had not received a call. We made the decision to drive to Fletcher's and speak face to face regarding our concerns about the starting issue. The front desk seemed very eager to explain the repairs for the A/C, however we made it clear, although that repair needs to be made our biggest concern is the STARTING ISSUE!
We asked about the tests that had been done on the starting system. The person behind the counter assured us they had run numerous diagnostics on the starting system, fuel system and battery system.
Our frustration grew as this was the second time Fletcher's would address the issue and again could not find the problem. It didn't help that one of their technicians had experienced the issue, however due to being just the "Lube" guy, he couldn't help the mechanic.
At this point the mechanic came out of the garage to speak with us.
I asked the mechanic and the person behind the counter if they understood there was an issue with our vehicle's starting system. They said they understood there is an issue , but they cannot find the cause. Why would I bring my vehicle back to Fletcher's if I have zero confidence they can fix what is wrong? I ask, "Are you telling me you do not have the ability to fix what is wrong with my vehicle and we should go elsewhere?" They stated, "Yes".
The counter person during the course of this discussion made several comments regarding my perception as the customer and how I was not correct in my understanding of the situation. I tried to remind him I am the customer and therefore my perception is what I perceive. It became apparent the person behind the counter was a waste of time!
The mechanic told me in many instances Fletcher's is not able to resolve issues regarding the computer involved systems; proprietary to the manufacturer. There are certain things beyond Fletcher's ability to resolve. I thanked him for that piece of information and wish I had been informed of this initially. Had he not provided this bit of information I would still be in the dark today. The mechanic asked me to step outside, where he expressed his apologizes while shaking his head. It was evident Fletcher's had made some changes and NOT for the better!
I paid for the oil change and diagnostics tests. I expressed my displeasure and asked if Fletcher's cared about losing two loyal customers. The person at the front desk said, " You are choosing to leave. "
We are now shopping for a new service provider and continue to share our experience.