I bought my car in June 25th, 2020 for multiple issues. Overheating issue, the AC would not blow out face vents all the time, and hard starting/ almost dying. I did not get my car back from them untill Aug 20th 2020. My car still starts hard and almost dies, but the main concern was the overheating. So essentially almost 2 months for a water pump and thermostat replacement and temperature sensor for AC. Everytime i would call for an update. My car was either not in the bay yet, or they had gotten to a dead end and had to move my car out and bring another in. They have got too much going on in this small shop to accommodate what they are trying to accomplish. There was a delay due to possible warranty work, needed approval and I accept that. But it took them 2 weeks to get back to my car to take the valve covers off to check this. I do not know if only certain techs are allowed to do in depth tear downs or repairs, but the time frame my car was in the shop was ridiculous. The only reason I took my car here in the first place, was it was close to my work where it broke down, and one tech that works there that I always took my vehicles to when he owned his own shop. So I know it was not the mechanic. It was managment/ service manager issues. And with the labor rate this place charges I could have taken it to the dealership for a little more labor cost. And also when I called the lady at the front desk either could not tell me anything, or it was incorrect info/ when I talked to someone else it was a different story.
Mr. Brown, You are correct that we kept your car far too long. Most of our repairs are completed in a timely manner unless warranty companies are involved. July was a particularly difficult time for our business, as we were very understaffed. We typically employ 3 master technicians and 2 lube/tire technicians. Unfortunately, we lost two of our Master Technicians in a short window of time. One we lost to retirement and one to a catastrophic healthcare issue (Unrelated to Covid-19). Most of July, we had only had one master technician. We aggressively recruited for the two open positions and we replaced one on July 28th and another on August 17th. We tried our best to communicate with our customers to request everyone's patience because we were short-staffed. Your repair was complicated because the one Master Technician who was out for a couple of weeks is the person who did your original repair in Hohenwald and we wanted him to work on your car due to his expertise and previous knowledge of your vehicle. We apologize again for the length of time it required for us to complete the work on your car. We deeply apologize for putting you through such an extensive waiting period. This is not our standard operating model. Now we are fully staffed and are adding additional equipment and training so that we can keep this kind of situation from happening again in the future.
- Honest-1 Auto Care Spring Hill