The customer service here has gone waaaaaaaay downhill. I've brought several vehicles here over the years for transmission rebuild and other major repairs. I call now and Brittany, who answers the phone, made me feel like I was no longer valued as a customer. At first she said they don't work on full-size trucks, even though I've had the transmission rebuilt on one there before. When I pressed her on that, she said wellll we do, but we're kinda booked up right now with that lift. It went on for a bit, but I really can't stand bad service, especially when I've been a loyal customer for any issue like this for the last 7 years. I asked if the owner was there, since he seems to care more, but she said now he "monitors things remotely". The service seemed to initially decline a few years ago when they started hiring service advisors from dealerships that work on commission based on the money they bring in. The more your bill is, the more money the service advisor and the owner makes. I no longer see a reason to go here versus a dealership for whatever kind of car you drive.
Well Parke, sorry, but they tell EVERYONE I work remotely so I am not tied up on the phone all day and I can get some things done lol (between me and you sometimes I do work remotely ;). However, I was actually in my office the day you called and I saw your name pop up on caller ID. When I got a chance later in the day, I asked Brittney how you were doing because I hadn't seen you in the shop in a while. She said you were rather upset that she couldn't get your F350 size truck in on short notice because we were booked out for a few weeks with the Thanksgivng holiday only a week away (and we close Thursday through Sunday for Thanksgiving). She said it was a larger F350 or the likes of something that would require our drive-on lift and (even if she could sneak you in) at the time, that lift was occupied with a vehicle undergoing extensive repair. She also said that we don't typically work on vehicles that large and that they are not our specialty. She said that she recommended another facility that might be able to work you in sooner and specialized in trucks of that size. She told me that you were adamant that she get you in and rather upset and that you kept going on about how great of a customer you are and how little she must value you if she couldn't get you in. She apologized as best as she could but you were still unhappy. She was rather flustered by the call because of the tone that you took with her. I thought she handled the call rather well if I'm being honest. I was a little disappointed to hear that because I always thought kindly of you and figured maybe you were just having a bad day. I guess not. I get that you may not agree with how we choose to operate our business and that is ok because there are a ton of options out there for you and we will continue to do the best job that we can knowing that we are merely human. Im also not even sure how you would think to begin to know the hiring and pay practices of my business and its very evident that you don't. Not even a little bit. Your statements are False. One might even say libel and slanderous. I would recommend removing anything that you do not know to be true, which would be everything after the phone call ends. Best of luck.
- London Bridge Auto And Transmission Repair