The Nerve!

5 Mar

My school/work schedule JUST allowed me to take Rusty to another shop today.  And of course, nothing can go smoothly for me.  It’s why when an unknown number called me–I picked up the phone–which I NEVER do.  Well, it was a car mechanic, but not the place where Rusty currently was.  It was Troy’s, the place I went to previously, and gave a poor Yelp review for based on my bad experience there.  Which you saw in my last post about Rusty.  The fact there was a 3 week (2 week 6 day for accuracy’s sake) delay should already tell you a lot about Troy’s service.

It was not a call to say–We’re sorry you had a bad experience, that is not our norm.  It was a call basically saying my review is wrong and I should remove it.  Who does that???  Which takes my experience at TROYS TIRE & MECHANIC on 3rd Ave from slow, poor customer service, where they tried to gyp me on the price–> to insane.  Who calls people that give them a bad review?!!  What exactly are you trying to do?  Yelp is not designed to give the biggest bullies the highest ratings–it’s a reflection of customer experiences and opinions.  My review is perfectly valid, because I was a dissatisfied customer.

It was a a lengthy and heated conversation and here are some of the highlights that I can remember (to have on record and have people commensurate with my disbelief/annoyance):

-The guy (Troy himself?  I’m not certain, but the guy I dealt with at reception the day I went in).  He said he saw my review and there were “holes in my story.”  What?!  I said, I stand by the review–the service was in fact, poor, and the price they quoted me was extreme.

-He said my transaction receipt was for 7:51 AM, not 7:30 AM as I had stated on my review.  I reiterated that was because I had to stand there and re-report my name, address, car, and problem info–I maintain that I got there no later then 7:30 AM.  He also said within 2 hours of a mechanic looking at my car to diagnose a problem is GOOD.  Which I said they barely had to DO anything, what could take that long?  And he said I didn’t understand all they had to do with my car.

-He told me complain to Hotmail, because e-mail is not trustworthy.  When I said I got a confirmation e-mail he tried to dispute that and asked if I got an appointment time in that e-mail.  Which I told him I had picked 7:30 AM, and how many confirmation e-mails should I have to expect anyway?  He said he’s sorry they didn’t get mine–and checking in only takes 5 minutes anyway.  Besides that’s the fault of e-mail, not him.  Which I responded–don’t offer a service if you can’t provide it, follow-through with it, or trust it.

-He tried to tell me my complaints about the high price quote weren’t valid because I declined the work.  He said it’s not valid for him to complain about a restaurant just because he can’t afford not to eat there.  And I said he was missing the point.  If I went into a fast food place and they told me the hamburger was going to cost $15–I would not buy it, knowing full well that I was being cheated.  Then, I would give a bad review of that particular fast food joint for being UNTRUSTWORTHY.  Well, yes, I declined to pay that price because I suspected it was unreasonably high, and I wasn’t about to get taken.  And sure enough, when I made phone calls to a few other mechanics in town checking the pricing–they were HALF.  Then he said phone estimates weren’t accurate–everyone in town would give me low prices over the phone.

-He attempted to tell me they actually FIXED my remote start/alarm without charging me.  I said, they fixed noting, there had been no prior problem.  Because, after all, in order to fix something it has to be broken in the first place.  What Troy’s did was almost break my remote start, then fix their own mistake–which had not been a problem before they touched my car.

-He said the diagnostic charge they gave me was actually cutting me a break.  Umm-no.  And if true, also proves the prices are variable?  He also said there was no way anyone would charge less for the work then him.  We’ll see about that. . .

-He tried to tell me my review was erroneous so I should remove it.  I told him I thought the service was not good and provided my rationale, in the form of several examples, for that opinion:  My online reservation was not acknowledged and maybe lost all-together.  The diagnostic took too long.  The quoted price was too high.  When I went in after declining the work, I was not met at the door.  The unapologetic nature they used when I was informed my car wasn’t ready wasn’t good customer service.  Another issue cropping up while my car was in their care wasn’t great service.  Waiting 30-40 minutes after the phone call to pick up was also bad customer service.  AND this call (3 weeks after the fact), trying to coerce me into taking down my review=bad customer service.  And I forgot to mention the older gal who came and left and wasn’t acknowledged by their staff at all–that’s terrible customer service.  They didn’t even realize they lost a customer!

The conversation was heated–with both him and me talking over one another and volumes rising.  I couldn’t believe the gall–to tell me my review was WRONG, and tell me to take it down.  Ummm, that’s not how Yelp works–you don’t get stars for bullying your bad reviewers to take down their opinions.  At the end though, he said that if I produced a receipt of the work that was half the price Troy’s had quoted me, they would take the diagnostic charge off my Visa.  “That’s the kind of customer service we offer,” he finished off.  Like the Triple A comment–Troy, you are great at those final one-liners!  Not so good at customer care or soft skills though. . .

The drama lives on.  I hope Rusty can get fixed fast without sending me into bankruptcy or hysteria.

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