Allentown Mazda Volvo Customer (Dis)service
My wife has a Mazda Protege that out of the blue started with a rough idle and
would stall at stops. It would stall even more so when the Air Conditioning
was on plus the check engine light was on solid. I'm not a car person in the slightest but I think anyone can see that
a car isn't supposed to do this. So, we took it over to our local mechanic
over at Service Tire, one of the few mechanics that I actually trust. He did
his mechanic magic and explained that one of the valves was probably bad but
felt that he couldn't service it properly for me and recommended a trip to the
dealer since they are supposed to be specially trained in these sorts of
uncommon repairs. To put quality of service above making a buck and actually
turning away business and recommending the competition is a rare thing these
days. (See why I trust them? They are honest.)
Anyway, we called up
Allentown Mazda Volvo and explained the situation and were promptly given an
attitude and a refusal to give any kind of rough estimate until we paid them
$80 or so to diagnose it. They also couldn't resist commenting that you never
know what you'll get at a "Little Mom and Pop Shop" which I thought was an
inappropriate thing to say. Fine, think it, but don't go verbally bashing. It
make you look bad. So, we took it in and they came up with the exact same
diagnosis at Service Tire, which was that a valve needed to be replaced but
then proceeded to charge us around $120 for the diagnosis instead of the initial
$80 we were told over the phone for "additional testing". Why the hell
couldn't they have mentioned that additional testing may cost more? No, we
were told $80 and then surprised with the extra after it was done. A minor
annoyance, but the car needed to be fixed so we gave the go ahead.
Six hundred dollars later we got the car back and it ran better, but the
check engine light was still on so we took it back in and ended up paying an
additional $300 or so to replace an oxygen sensor, that $900 spent in a month.
Now, we get to the part where things happen that piss me off. On the way home
from the sensor replacement the check engine light comes on yet again. Yes, we
didn't even make it home from the dealer. Do they actually test drive these
things or just replace the parts the computer tells them to and then park it in
the lot? My wife was getting agitated since she now had to take the car back a
3rd time in a month, and I was getting annoyed at being the only transportation
for the family. My wife called and ended up talking to Earl, the Service
Manager and asked for a rental since the invoice she has said you could get a
free one
if the repairs were over $300. She was told that he can't give her a rental
and only after some pushing and being reminded that we spent three times what
was required for a rental already did he give in and give us one. That was bad
move number one. He did assure us that if there was a problem with their
previous work that it would be repaired at no cost, but was sure to mention
that there were about 70 different possible causes for the check engine light.
That give 69 different reasons that he could choose from to tell me and I'd
have no way to really check.
Totally expected by me the next visit had something different, but related to
the O2 sensor and, surprise, he would have to charge another $250 or so for that
repair. The problem was the engine are intake duct if I remember correctly.
I've been to dealers before where they keep adding things on in this fashion to
get more money out of you so I called my trusted mechanic and explained the
situation. He told me that depending on where the break was in the duct, it
could have caused a false reading for the O2 sensor. This was my red flag and,
in my mind, caused reasonable doubt that the $300 for the sensor was needed.
Another call to Earl resulted in yet more frustration. He was willing to not
charge labor but wanted us to buy the part which was a nice move, but not
enough in my mind since this would have been caught if they actually test drove
the car before we picked it up. After dropping so much money on the car in
such a short period of time, the fact that they over looked this duct problem,
and the possibility of an unneeded repair was cause enough for me to demand a
free repair. Earl had a bad attitude through all this but he refused to bend
on this flat out. Saying he was doing us a favor already. I told him he could
either loose the $79 or so for the part now, or loose the $300 for the O2
sensor when we dispute the charge on the credit card because we paid for a
service we did not get. He then said, "You can do that, but you might not like
what you're getting into. We've had to deal with this kind of thing before."
That sounded like a threat to me. Granted I threatened first, but all
other diplomatic talks were useless. It was obvious to me that Earl really had
no regard for the customer. He could have defused the situation in a number of
ways, the first being his tone of voice. Or offering to talk to the owner
to see what he could do. At least make me feel like you care and are trying.
As it stands, I contacted the owner myself, who was much more reasonable to
speak with. I explain the entire situation, left him know how I felt about
Earl and his people skills, and simply wanted him to look into the chance of a
misdiagnosis. I didn't demand a free repair and even told him I'd be willing
to pay if he felt the work was legitimate. Much to my surprise Earl himself
called, about a half hour later to tell me the repair would be free. He
sounded a bit subdued so I'm guessing that the owner chewed on him a bit and
chose to swallow the entire repair to try to keep a customer.
Earl's handling of the situation was far from good. Even in my short stint at
Radio Shack they took extra steps to train us on how to deal with angry
customers. Earl could use a little bit of that training and could have
probably gotten paid for the final repair if he had a better attitude. The only one who
made me feel like he cared at all about my satisfaction was the owner himself.
No one should have to seek out a company owner to get help. And above all,
even if a customer is wrong, the last person to give an attitude should be a
manager.