Would like to start off by saying that I don’t write reviews, that is until now. My stance is that if I am unhappy then I don’t come back and I share my experience with others when asked. This time I felt compelled to do so after feeling just completely treated with disrespect, dishonesty and the feeling I had from the very beginning was uneasy to say the least. I should have trusted my gut instinct but thought I would give them the benefit of the doubt, boy was I wrong. I brought my vehicle in and told them what I thought was the issue and what I would like them to do. Red flag #1, $130 to test my vehicle, OK, no one else has charged me to test my vehicle unless I don’t have them fix it. The real only reason I brought it to Matt’s was because they could get it in that same day. Brought it in at 11 by appointment, I was told it would take 60-90 minutes to do the testing then they would get back to me. Red Flag #2, contemplated waiting around to make it easier but when I was told there was a courtesy vehicle coming to take me “somewhere” I agreed and left, I didn’t ask for a ride. Coincidentally, while waiting for my ride two things occurred, one was that they did not have a “scanner” and it would need to be brought from another location and I overheard a telephone conversation about an empty washer fluid reservoir, the conversation clearly was in a defensive mode that Matt’s must have filled it and it has a leak in it now. The easy answer would have been, “bring it in, we will fill it for you, end of story”, but instead trying to convince the customer that it was not Matt’s fault but we can put a new reservoir, bring the vehicle by and we can fix it by the end of the day. Red Flag #3, After getting a ride to another location so I could take another vehicle I happened to be back in the neighborhood at 2pm so I decided to stop in (3 hours later and I had not heard anything yet). When I went in to inquire politely if they felt they could complete the repair that day I was told that she had just received the quote for the parts and was in the process of doing the importing to the computer, again, I politely asked if they felt they could complete the repair within the day. I was snapped at and told that the import was not complete and once that was done I would receive a notification. Leaving immediately without saying another word, I should have paid the $130 (for my 65 point inspection I didn’t ask for but I will admit was told about up front) and asked for my keys back at that point. . Red Flag #4, at 3:30 (4.5 hours after I brought it in) I received the quote for the repair, about the only thing they left off was to charge me for washing the vehicle. I should have known when rotate tires was on the list and that was just done 3 weeks ago. I went through the list and asked them to only do the repair which I had brought it in for in the first place. Red Flag #5, received a call at 4:30, they missed the parts run so they might not get it done today. OK, this is truly a 30-45 minute repair tops, please fix so I have my vehicle back for the weekend. Red Flag #6, another phone call at 5, they have a loaner vehicle for me to use, I can come and pick it up, I asked them to clarify if they were open until 6 and the response was yes but we might not get it done. I agreed to come by but was pretty clear that if it was done by 6 I would pick it up. No call back, must not have completed it. Red Flag #7, drove by over the weekend and wow, vehicle had not moved since early Friday. No attempt was made to do the repair on Friday like they said. Red Flag #8, received a call at 8:40 Monday morning, vehicle is done and ready to be picked up, 40 minute repair. Problem not solved, no one told me what the true issue was and did not explain anything, they had my vehicle for 3 nights and it took a total of 40 minutes to do the repair I approved.
Mr. Hoganson, we would like to thank you for taking your time to leave a review with us. It is so critical to our valued customers’ experience that we receive feedback whether good or bad. Unfortunately, it appears as though we did not meet your expectations in our service, and we apologize for that. We tried to reach out to you several times to discuss this experience, but it would appear as though we were not able to get connected with you. If you would like to discuss this further, we are more than willing to do so. We would like to take a minute to address some of your concerns. Regarding the charges you thought should have gone towards the repair, we do have to charge for our time in order make sure we remain in business and are able to serve so many of our great customers. This is something our Service Manager Jason, did explain to you when making the appointment. Regarding your ride out of the store, we apologize if there was any miscommunication on where you would be brought or why you were given a ride. It is our understanding that our Service Manager Jessica, asked you if you would like a ride from our shop somewhere as it would be a little while before the vehicle would be completed, and you responded that you would like a ride to your other vehicle. We had our awesome Customer Service Representative Latha come pick you up and do this for you. We do not have a person onsite at that location that gives courtesy rides, so Jessica was planning ahead so you did not have an extended wait time. We are very sorry you took that as we were trying to get you out of the shop, we were just trying to be helpful and mindful of your time. We do apologize for the delay in getting back to you on your estimate. While it is no excuse, it is a busy time of the year and we are doing our best to serve as many people as we can in a timely manner. As far as the rest of the red flags on the repair, it is our understanding that we were trying to keep you updated on the repair timeline that you approved from us. If we did not meet your expectations on this, we are truly sorry as we felt you kept in the loop about your vehicle was what you were expecting. Finally, to address the last two statements, we would like to say that we kept your vehicle in the shop over the weekend as Bruce had started the repair on Friday and finished Monday Morning. We must have had a truck that looks just like yours sitting in our lot. We can assure you that no one in this company has ever been let go due to “not selling enough parts” although we see this comment has been removed. Our entire staff is paid on salary, so there is no benefit to anyone by “selling” to customers or recommending repairs or services that are not necessary. We try to be as transparent as possible and educate our customers and build relationships. We try to serve as many people as we can in as timely of a manner as we can, but we do like to give our Rockstar teammates a chance to enjoy the weekend with their families. Unfortunately, this is what caused your vehicle to be held up over the weekend. In addition to the timeline we do agree the repair does not take very long but we did have to borrow a tool from one of our other shops to complete the repair. This tool is a GM factory scan tool that many automotive repair shops do not normally even have. Again Mr. Hoganson, we thank you for the time to leave us a review and will take this information and apply it to our training to make sure we improve the next customer’s experience. We strive for nothing less than a five-star review. If you care to discuss this further, you can reach us at any of our four convenient locations.
- Matt's Automotive Service Center -South Fargo