Too busy to look at my car - long standing customer. I found another place that took me right away.
Joanna, I waited a couple of days to respond because I believed that the further details of what actually happened might cause you to change or remove your review. Since it hasn't been changed, I feel compelled to respond now. To be clear, we never said we were too busy to look at your car. We operate on a strict walk in (first come, first served) policy. We've done business this way through various business owners and we try an operate as fairly as possible to all customers. That being said, when your husband brought the vehicle in two days ago, we told him at the onset that we were currently booked for diagnostic work and that we'd be happy to hold the vehicle until Monday potentially so it was the first one we worked on next week. We mentioned that if things changed we could look at it sooner, but that wasn't promised. He said that's fine and understood, worst case scenario, he would pick the vehicle up Saturday if he needed it, and it was safe to drive and that he'd bring it back on Monday. We agreed. At 2:30 the same day, you called up asking for a status on your vehicle. We reiterated the conversation we had with your husband and after you were noticeably upset on the phone that we hadn't looked at it yet. You hung up the phone on our service advisor. The service advisor came out to our shop manager told him what transpired and we at that point moved things in the shop around so that we could look at your vehicle same day. At 4:30 your husband showed up to pick up the car. I politely explained to him that after the conversation with you, we adjusted things in the shop and started looking at your vehicle earlier than we had previously mentioned. He was very understanding and appreciative and explained that you had made an appointment for the dealership the next day but that he would have you cancel the appointment and then he left the vehicle in our care. I explained that while the dealership might take the vehicle the next day, in my experience anything diagnostically related with the dealership would take days if not a week. The next morning (yesterday) we called you guys nice and early with our diagnostic finding, got an approval on the vehicle repairs and repaired it within a few hours and within the timeframe we spoke about on the phone. Later in the afternoon, your husband picked up the car, thanked me profusely for fixing the vehicle quicker than we said we would even look at it and said that he would discuss this review with you because in his opinion it was unreasonable. While I stand firmly by the feeling that people(customers) should 100% share their feelings about how they were treated by a business, your review is misleading and not indicative of what actually happened in your scenario. I'd love to personally discuss this further with you. Please feel free to call the shop at 718-779-3500 and ask for Lawrence.
- Pace Tire Pros