Canceled my appointment 9 minutes before I was supposed to be there because people called out and there were no mechanics. I work 60+ hours a week and planned for this service day. Got up early on a planned day off. Had my car detailed the day before on my lunch break so it would be pristine after the service. They wanted to reschedule me for a following Tuesday... which I work during the week so not ideal. So I was offered Saturday a week from my original appointment which unfortunately I had agreed to pick up a shift to help a friend that weekend. Also, If the whole crew called out this Saturday what means they won’t next Saturday? I guess it was not meant to be. I understand things happen but unfortunately a bad day for a first impression. You can’t win them all. I will look elsewhere for my service needs on my Mini Cooper.
MariMarie - we are really disappointed that we failed to meet your expectations by being unable to evaluate and service your Mini today. I apologize on behalf of everyone at our shop, and please know that your situation was an exception. We appreciate you sharing your thoughts here. However, I do want to use this opportunity to clarify a few things. You are correct in saying that you were contacted minutes before your appointment. It certainly was not ideal, but we immediately called you when we learned that two of our four techs scheduled for the day were both ill. The whole crew did not call out as you stated, but unfortunately, one of these technicians was scheduled to work on your vehicle today. Given our tight protocols for staff illnesses these days, we required both to stay home and to get tested as I hope you could understand. You are also correct that we attempted to make other arrangements to schedule service for another day next week. And we recognize that your schedule is busy and limits bringing your car back at another time. But what you failed to mention in your review was that we also offered you a free loaner vehicle so you could drop off your Mini today as planned which would allow us to work on it next week as well as to accommodate your need for transportation. You chose to decline our offer to take advantage of this. And, in defense of our team, you will not find a more dedicated and reliable bunch. Each has super high integrity, and each is as reliable and dedicated as I have ever worked with. To conclude that by calling in sick today makes it reasonable to think that any of this team will call in sick next Saturday is really unfair and is clearly unwarranted. Putting myself in your shoes, I would be just as disappointed as you were to learn that my plans were upset at the last minute – especially after all the preparations that were made. And for that, we are sorry that your experience at our shop did not match your expectations. Like you said however, “things happen.” We believe we offered some options that would have allowed you to keep your schedule and to have transportation. In light of our efforts, I would appreciate another chance to earn your business and would ask you to reconsider your one-star review. Thank you, Bob Adams, Owner
- Honest-1 Auto Care Mooresville