----- LONG STORY SHORT----- I would not recommend this establishment. The folks here don’t value your time or prove themselves capable of adequate customer service. Also to echo other reviews, they DO charge diagnostic fees and truly are a bit more expensive than nearby shops. Read below if you want more details. #1 Great (but odd)! My first time at this location for an oil change went well. I remember thinking how refreshing it was to have a good experience, even though another customer came in that was extremely dissatisfied with his. It was a little off-putting and I wondered how we could've had such different experiences. Noted. #2 Not So Great My second experience went okay. As for labor, my car was repaired just fine. Customer service however, lacked. I waited for nearly half a day for a quote. Eventually I called them and was informed my quote had been done all day. Great -- would have been nice to have received it! #3 Down Right Infuriating I decided to give them one more try. This is by far the worst experience of the three, and I found myself storming into their office area just as the other customer I saw on my first visit. I dropped my car off on a Saturday and after inspection, was told my car was functioning properly. When I went to pick it up, it was not functioning as they said, so we all decided the part needed replacing. I left my car again on Sunday and called first thing Monday AM to check in. I expressed to the employee to please alert me with timing as soon as he could, as I needed to get to work ASAP. He said he’d call back, but never did. I called once more early afternoon and they said it would be complete by 4:30 and they’d call me. But the phone never rang (getting used to this circus). I called again at 5:45 shortly before close only to be informed that once more, there is nothing wrong with my car -- what??? I immediately explained my displeasure. I’d missed my entire work day and still didn't have a solve to my car’s issue, which in my opinion is a danger. I just “need to be cognizant of it” -- really? My biggest issue though, was that there was ZERO communication. They absolutely knew per our phone conversation I was not happy. In their response to me, they displayed they aren’t equipped with the tools to handle an upset customer. Their chance at redeeming themselves was when I went to pick up my car. I was greeted with a shrug of the shoulders and a lack luster "well sorry" type attitude. They had at least 3 people in the front desk area and the reasoning for the lack of communication was that, "this is the busiest shop I've ever worked at”. If that's truly the reason (which I highly doubt given my compiled experiences), HIRE MORE PEOPLE. Allow room to care for and manage your customers! Needless to say, they did not redeem themselves. It's a shame, they let a potential solid customer for many years to come, walk right out the door. I do wonder if they ever would’ve called me at all.
We are sorry for your poor experience. We value all of our customers and their experiences. We definitely do not want to portray unprofessional behavior. Our goal is to have satisfied customers and be treated fairly. I've had discussions with my staff to mitigate these issues going forward. I have contact the customer and offered to have her bring her vehicle back so that I can personally address her vehicle issue. She will bring it back in the next few days. We look forward to helping her with her vehicle issues. I hope she will have a better experience going forward. Honest-1 auto care owner, Peter Lee
- Honest-1 Auto Care Roseville