I had such high hopes for this place with all the great reviews unfortunately I did not have such a great experience. Brought my car here about a year ago. I didn’t write a review right away because I was so mad I didn’t even want to think about it anymore. However I wanted to share my experience so the same thing doesn’t happen to other people. I brought my car in to fix my AC and get an oil change. While they were working on my car the mechanic broke the latch opening the hood of my car. The front desk lady called me explained what happened and in a round about way said she would do me a “FAVOR” by splitting the cost of replacing it with me. Because she was so nice about it and made it seem like I was getting a deal out of it I agreed. When I thought about it later after I picked my car up I realized “why am I paying ANYTHING for a mistake that wasn’t mine in the first place?” I called back to complain and see if I could get a refund for this. The lady was then very rude and told me there was nothing she could do about it because I had already signed the paper. While this was true I was still very upset and felt cheated. As someone who has worked in customer service it doesn’t matter if you are right or not you do whatever you can to make the customer happy. So if you want the mechanics here to break parts of your car and then have you pay for half THIS IS THE PLACE FOR YOU! We live and we learn unfortunately I had a very poor experience here and will definitely be taking my business elsewhere.
We are so disappointed to hear about your experience, Shannon. We pride ourselves on honesty, fair pricing and quality repairs. That said, we are human and occasionally make mistakes. Our policy is when a non-wearable part is broken by one of our technicians, we pay 100% of the part and labor cost to remedy the situation. In this circumstance, we don't know if a failure occurred on the shop side or in our communication with you. Regardless, we apologize and commit to do better. We understand if you no longer want to work with our team, but if you give us another shot, I promise you will not regret it. Specifically ask to work with Justin or Thomas and we'll make sure you receive the high level of customer service Hotchkiss Auto Repair has been known for across multiple decades.
- Hotchkiss Auto Repair