Stephanie Morgan F. on BirdEye
a year ago
06/14/2021, 17:04 PM
I have had my car Mercedes Benz SLK 280 2006 serviced several times at the Eurofix in Franklin, TN. I recall asking about customer service availability such as a waiting room, which cannot be seen from the front, a shuttle service- since I live 7.1 miles away, and a loaner car- when they worked on my car for 3 days during one of my visits. I was told that they did not have a waiting room, nor a shuttle service, nor loaner cars. I was surprised when I read a review today from a customer who had an oil change on a 2003 BMW- and how those services were offered without asking.
I called and spoke to Marco who informed me that they have all of those services available but the shuttle does not go more than 5-10 miles out because they have work to do at the shop. He stated that the loaner cars are not offered for an oil change because they get them in and out quickly. I told him that I understood and had my car there for three days at one visit though no loaner cars were ever available during that entire time. My next visit was a two- three day visit costing $589.00 and no cars or shuttle service available. Today my car was scheduled to be completed today for a cost of almost $1,400.00 but they called to let me know that they will need to extend until tomorrow. I have had several foreign cars and was a regular customer at Eurofix in Nashville which always had services and loaner cars available. I would not request a loaner car or even shuttle service for a quick service or an oil change. As a practicing doctor I would need transportation most of the time. I did mention that today and Anji offered me a car when one arrived this evening, though no Uber or Cab services available before they close for the day.
I did appreciate that but I am in awe as to why I was told those services did not exist at this Eurofix.
The services completed on my car each time that I have been there are always excellent without a doubt! Any issues have always been resolved. And I am not sure if Greg is an owner or a manager, but I have appreciated the text messages regarding the customer experience. Anji is also very nice, helpful, explains the services, and goes out of her way to ensure customer satisfaction. I would request a car prior to my car being serviced though I have never known how long the services would take until I am notified. I would simply suggest understanding what the customer is requesting and ensuring the same services are available to all customers when the criteria is met and when possible.