Was having brake issues and after inspection they determined it was due to a faulty caliper that they put on the car less than two years prior. The caliper was under warranty but I would have to pay for everything else: rotors, pads, and a flush. This was frustrating as it was a part they ordered and installed, that caused damage to a rotor and brake pads. After taking my car back and thinking on it for a while I decided to go back with my father who knew a lot more about cars than I did (to avoid getting told I don't know anything). When we tried to talk to Rob at the front desk, he was very matter of fact and didn't really bother to explain anything or try to understand our frustration. Eventually an argument ensued between Rob and my father and Rob got up from behind his desk an into my father's face. I've worked in customer service for 4 years and know that the last thing you should do is escalate a situation. Rob did exactly that. Fortunately, Rick was overhearing the situation and called us to his back room. Rob was staring at us through the window still heated from the argument, and Rick had to shut the blinds. Rick was kind, understanding, and made us feel we were being heard. No escalation; no arguing. Only a friendly smile, and an explanation. He generously called the supplier who they bought the part from and they covered the cost of all parts that would be needed to fix the brakes, all I was charged for was an hours worth of labor. Thank you Rick, for being so kind and understanding, and for making an effort to solve the issue. Overall, my experience was not great. I didn't have a car for a week, repairs and inspections were each supposed to take 2 hours and ended up taking 12+, and I had to find last minute rides to work and home. When the people at the front desk would say they would call me with an update when they talked to their repairman, they never did and I had to call them the next morning when they opened. Before my car was repaired I had to sign forms saying I understood my car was unsafe to drive after they inspected it and any frustration I expressed was dismissed by the people at the front desk.
Trey, we appreciate your honesty because we take every opportunity for our team to learn and grow. We thank you for giving us the opportunity to meet with you regarding your experience with us. We did our best to show that we value you and your time. Your safety is one of our top priorities! Our Advisors will always do their best to communicate what is safe and what is not. Unfortunately, miscommunication does occur, and we do our best to learn from those times. We are thankful that we had the opportunity to repair your Brakes, ensuring that you drove away with a vehicle that is now safe for you to drive. It is unfortunate that we were unable to mend our relationship with you through this process. However, we wish you the best, and thank you for giving us the opportunity to do the right thing.
- Graham Auto Repair