Response from the owner - a year ago
We're sorry you felt that we didn't live up to your expectations, and we don't want a poor relationship with any customer. We want to give our clients a positive experience at every visit.
I understand that you regularly serviced your fleet with us. Our technicians try to inspect related components when they work on a problem. For example: if we replace a radiator, or inspect it for issues, our technician will check your radiator hoses, drive belts, and other coolant system components for wear and signs of damage. We won't catch a problem with your rear brakes if you didn't inform us you experienced brake issues and requested that we look for a problem. We find that older vehicles, those above ten years or with high-miles, can produce compound problems. Repairing a leak will pressurize a fluid system and cause other leaks; changing axle seals, requiring us to sometimes remove your axle housing cover, will reveal worn axle shafts; aligning the vehicle suspension sometimes requires that we install aftermarket parts to correct out-of-specification caster, camber, and toe settings.
I apologize that we severely inconvenienced you when you attempted to pick up your vehicle. We make communication errors like everyone else in business. But with the age of this review, and you not giving me information so that I could directly resolve your problem, there isn't much I can do. We've changed some of our protocols and staff to make 2014 a better year for our customers and our business.
I hope you'll give us a chance in the future.