David F. on Citysearch
8 years ago
03/06/2014, 08:09 AM
First off we are always trying to find a good mechanic. Especially because my wife has to take the car in for repairs most of the time. We have all had friends that have been taken advantage of by a mechanic. With that said here is my story.
We had just failed an emissions test and we need to figure out why. My wife called Mark and he seemed really friendly and seemed to be a real family guy. If fact my wife got off the phone with him and was pretty excited to take the car to him. At the time he took some time to explain to my wife what need to be done to pass the test. She asked if he did the waivers and he said yes. He let her know that it would be $150.00+ tax. They made the appointment and hung up.
Today was the day to take the car in and have him look at it. He look it over and we paid the $150. We took the the car to the emissions test and to my wife's surprise she passed the test. She asked the emissions guy how did we pass? The guys said "Your mechanic had to have done something" my wife call Mark and asked if he had done anything, he replayed "no". He had just looked it over. My wife asked did you reset the check engine light and again Mark replayed "no". At this point she was totally confused. She was under the impression that she would fail no matter what. She hung up the phone again...
Some time went by and she felt she wasted $150. At this point she call Mark back one more time. She explained the situation to Mark and asked if we could get some money back. Once she asked that everything changed. Mark was no longer the nice guy she had been talking too. He became a man with no empathy for her. He let her know he had done what they had both agreed upon and that was that. My wife was trying with all of her might not to cry on the phone. My wife was not trying to get something for free. She offered to pay him for his time.
I am writing this review because my wife called me in tears, what would you do if it was your wife?
In the end I agree with Mark and he is totally in the right, and he really did not do anything wrong.
Here is the problem:
1. From Mark's web site he states this,
"We make sure our customers are informed with the necessary information during their visit." He failed at this. My wife was under the impression she was going to fail the emission test no matter what. It was never discussed what would happen if we passed. I think in the future, be right up front you pay $150 no matter what. If you pass or fail. I think that would have managed her exceptions much better.
2. Also from his website:
"Mark's is your ONE STOP experienced, honest auto repair and maintenance destination. Come see us- we will take care of you."
At this point we don't feel very taken care of. I think if he really cared about customer service he could have taken the time to help my wife with the confusion.
Many people have said he treats you like family. She did not feel like family,
then again with family you have problems but in the end you forgive.
I hope next we have a different experience. I am willing to give him the benefit of the doubt.