D & L Auto Services Inc.

Review: D&L does not give an estimate in a timely manor. Was told many times an estimate would be ready by a certain time and it wasn't. When told to call back at a specific time for the estimate, was told they didn't get a chance to look at the vehicle. After multiple phone calls, they were able to give a partial estimate,but it would take more time for the final price. When told to call at a specific time, the phone goes right to voicemail. It takes hours to even a day to get a call back from D&L. It's been a full week and still do not have any answers. Called again today and goes right to voicemail. If I'm told an estimate would be complete at a certain time I expect that it is complete. When told to call at a specific time, I expect someone to answer. If needed, I will go somewhere else for my business. I will never be back again due to poor customer service.Desired Settlement: I would like someone besides myself to address D&L's poor customer service.

Business

Response:

On Saturday, July 4th 2015 a message was left from a customer stating she was in an accident and is having her vehicle towed to our shop. On Monday July 6th 2015 the customer rode her bike to the shop and spoke to [redacted]. They both went outside and had gone over the the damage together. He told her what parts were needed and what he could repair. She stated she was worried because she has not paid the vehicle off yet and she didn't want to upset her parents. She said she did not care if the parts matched the rest of the car she just needs it to run. She said she needs to go the cheapest route possible. With that in mind, [redacted] told her he would go to a local vendor and go through their inventory to see if they have parts for her vehicle. This is something we do not usually do. The parts would be alot cheaper but he could not tell her how much until he was able to make it there. He told her he will do his best to keep it under $1000. A few days had gone by and the customer called and [redacted] kept her up to date on the status. Then the customers Mother called after hours and left a voicemail stating she wanted an estimate on the vehicle. That next day, we spoke to the customer and let her know she could pick up the vehicle and told her the amount..which was under $800. I should not have assumed the customer was keeping her Mother updated on the service that was being provided since they live together. This is unfortunate that this happened. [redacted] went out of his way to help his customer because she did not have the money to repair the vehicle 100%. But he will do what he can to help someone in need. He always makes sure the vehicles are safe. It may take a little time as he is 1 person. The satisfaction of a happy customer is what he strives for.