"Customer service is as bad as the work is excellent!!"

A review of R D Auto Services by Tufael Ahad written on Thursday 29th of August 2013

Unfortunately had a bit of a mixed experience with this company. I had to have all discs and pads replaced on my Audi A6 and was quoted a very good price for the work so booked the car in. Unfortunately, they told me that the people who had replaced the tyres had refitted the locking wheel nuts with an air gun instead of a torque wrench and they were having a lot of trouble getting the wheels off. I decided to let them keep the car for as long as they needed it to finish the work and organised to use my wife's car during the time my car was out of action. This was in the hope that they wouldn't have to forego doing other jobs to finish my car off and lose money/revenue. The guys at the garage did a wonderful job, not only in replacing the brakes, but more importantly, in getting the wheels off in the first place! I was so happy with the work that I even organised for my wife to make them some lunch that I gave to them when I collected the car...and that was when the problems with customer service started. On the bill they handed to me, they added nearly £100 for the extra labour in removing the locking wheel nuts. To clarify, I never expected this extra work to be done for free and because the extra cost and the amount was never discussed with me, I expected it to be a nominal/reasonable amount and as a customer I certainly expect that when a bill increases by almost £100 that I am notified of it, prior to any work being carried out so that I have the opportunity to agree/disagree to it. The mechanics were absolutely fine and understanding when I aired my views, however, the receptionist decided to become quite argumentative, sarcastic and it has to be said, quite aggressive and ill mannered towards me, saying things like, "do you expect him to do the work for free"?!?! At one point I had to politely ask her to allow me to finish what I was saying as I was responding to a question she quite aggressively asked! I never once expected the extra work to be done for free, but by the same token, when this extra work is going to cost close to an extra £100, as a customer i'd like to know about this beforehand! In the end, I paid the full bill as I didn't want any confrontations as I was happy with the work, and I left. To be clear, the work these guys do is absolutely of the highest quality and i'm very happy with it. The only thing that will stop me from going back to this place again is the conduct of the receptionist who's attitude towards me was nothing short of disgraceful considering I was spending almost £400 with them! I'm like any other paying customer. I'm happy to pay a little extra provided I know i'll be receiving a good service and i'll be treated with a little respect..

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