I really did not want to write this but I have to share my story. Please keep in mind that I’ve been a loyal customer for a couple of years now. I’ve brought my work truck as well as personal vehicles to this place to have them fixed. I’m very big on supporting small businesses around my area. I like seeing them be successful but unfortunately I will not be returning to this place ever again. I brought in my car because my AC wasn’t working properly. I gave Montie (the older guy in the front desk) specific details as to what my car was doing. He told me that it needed a new fan and that all in total would be $263. I agreed right away since I have kids and this hot weather is too brutal to be driving around town with no AC. I got my car back and not even 15 min into driving it started blowing hot air again. I returned my car and the next day Montie said that it was one of the valves and that they were going to replace it. I went back to pick it up and sure enough 20 min later it started doing it again. I once again brought my car back to them and told him to just take their time and just find the issue. He called me the next day only to say that they needed to follow some line that was behind the knobs on the dashboard and it would be another $484 of just labor! At that moment, I just had it and told him no that I would be coming by to pick up my car. I asked him about the money I already had spent and all he said was “it had to get done”. Now, if it had to be done why am I still back to square one with no AC and -$263? I really feel like I was robbed. They did the same thing with my work truck where they kept saying it was one thing then another thing in which would be more money and at the end they could never fix the issue. A lot of money was spent for nothing as well. Nothing was ever fixed correctly. This is not right. Obviously they need the money more than I do but I hope they use it wisely in finding technicians that know what they’re doing or invest in a business that they're knowledgeable about. I work in the customer service industry as well and know very well how it works. I know our business would be closed for good if we were to ever take people's money and not do the job correctly. Right or wrong, we make it right. Even if it means to give back their money. We depend on great customer service. Referrals and customer loyalty has no price. Update: whatever helps you sleep better at night justin. I love how we speak the next day i posted this and never addressed any of the things you just post it about. What oil? I went in for an AC repair. Oh you mean the gas you guys spent on my car that I told you I had 1/2 a tank and got my car back with 2 slashes and you guys couldn't put gas in it? Yeah, that oil. I even told you about it and didn't say anything about it. I paid for a service that didn't need to be done. Remember how I told you it had to be the clutch on the compressor? Well, that's what it was. You even told me yourself I wasn't the only one complaining about your staff. It's ok man, it's only a matter of time people see how you run business. Good day sir.
Hugo thank you for your feedback. I am sincerely sorry to lose you as a customer. I must say we did not properly handle the explanation of procedures required to diagnose your vehicle and did not properly explain repairs to you and for that I apologize. During the last few weeks of May we temporarily lost half of our team members due to illness and were running with only 4 of our 8 team members. Once we became short staffed we struggled to finish the vehicles we had already started on. I am happy to report we now have all of our team members back with 100% health and have conducted brainstorming sessions with action items to prevent this scenario in the future. Finally, the reason we did not refund the money for your fan is because I personally verified your condenser fan was not working and replacing the fan was required to diagnose your AC. To make up for the misunderstanding we did not charge you to evacuate and recharge your system, for the Freon and compressor oil we added to your vehicle, or for the time spent finding the evaporator leak in your dash or determining your compressor was weak and needed replacement.
- N West Houston Auto Repair