25 years later customer service still suffers
Had used these guys some 25 years ago due to quality work even though customer service was lacking. Moved away and back.. Tried again after my 20 year old son purchased his car. Asked about fuel induction service and synthetic oil change. We were told it would take about 45 minutes and about 30 for the oil change. Dropped the car off around noon and my son was told it would be ready about 3:30 or 4:00. At 4:15 my son came back to pick up the car and was told they hadn't gotten to it yet but was next in line. Since they close at 5:00 and 45+30= 1 hour and 15 minutes there was a concern that we would not get a full service. While I recognize it's common practice for mechanics to quote book time but actually spend less time I'm not sure there was anyway to get the car completed by closing and us feel good about what we purchased. So I told my son to leave. Sent the above email to owner. She replied, "Thank you Bill for taking the time to let me know of your unfortunate experience today. I will be in touch on Monday when I get to the office. Enjoy your weekend. Sherry". Well it's been a week and no contact.
So we took car to ToyoTechs. These guys rock! Got us in and out in time quoted plus installed my air and cabin filters I had planned to install myself for free. I was beginning to think customer service was dead but not here. Well worth the drive.