Highland Auto Repair

They get one star because at least they got the diagnosis right. I left my truck with them for a diagnostic to figure out if I had a vacuum leak, or if my fuel pump was going out. I had already done some shade tree mechanic diagnostics but needed to know for sure. I left it with them on Thursday afternoon and was told it would be looked at on Friday. I expected that so no problems yet. Friday evening at 5:30 they called and I spoke with the mechanic who stated that it was the fuel pump. No mention of diagnostics, vacuum test, proof, etc. He quoted me $700 for the fuel pump replacement, and another $170 for replacing the battery cables which are corroded. ( I had just cleaned the cables the day before and knew they had some corrosion, but not enough to justify $170). I told him I would think about it overnight and let them know in the morning. I already knew that dealer cost was $550 for the pump, and knew that I could get one online next day air for $250 and have it Monday if needed. I have replaced in tank fuel pumps in the past, but I just didn't have that much time to deal with it, and also the fact that I no longer had all the tools needed. After reading all the good reviews I decided to let them do it since I had been without a vehicle for 3 days, and desperately needed it drivable again by Monday. I spoke with the owner Saturday morning at 8:15 a.m. and asked for a parts/labor breakdown. He confirmed that the pump was $580 and they were charging $120 for labor. I thought that was reasonable considering it was the weekend and there wasn't much else I could do about it, so I told him to go ahead with the fuel pump replacement, but not the battery cables. I asked if he would have it done today (Saturday). He assured me that it would be done, and said that he would have his guy get started on it right away. I asked if he would call me when it was done, which he also said he would do. None of those things happened. After waiting all day Saturday without any word from them and knowing that they closed at 4:00, I called to see if the truck was done. After being on hold for several minutes while the guy went to "check on it", he stated "It looks like the part we needed ended up not being in stock in Phoenix. We'll have to get one in on Monday, there should be one in Dallas". Call me crazy, but I'm pretty sure Dallas is in Texas, so I'm not exactly sure how they planned on getting a pump from Texas and installing it on the same day. I told him "That's not going to work for me, I guess I'll just have to come down and pick it up" His exact response was a very sarcastic "Come get it!". When I got there, the truck was in the shop with the hood up and someone was "working" on it. What he was doing I have no idea since the fuel pump is in the tank. It seemed like it was all for show. I told the guy at the desk that I was here to pick up that Chevy since it hadn't been worked on. He said, "He's almost done getting it ready - then he'll back it out for you". The mechanic immediately shut the hood and backed out the truck. I looked at the desk guy and he said "You're all set", That's it. No phone call to inform me of anything, no explanation, no apology, no offer of possible solutions, no concern, no mention of charges for the diagnostic work (which I expected to pay for), no customer service skills of any kind. He didn't even try to find my work order, or verify who I was. I never even gave him my name. I simply asked for that truck, and it was valeted for me! I had never even seen this person before! If I was of a criminal mindset, I guess I could just go down there every day and pick up a new vehicle at random! I was stunned. Anyway, I digress. So I got in the truck and limped it home. Remember - the pump was going out, so the engine would die at random as you're driving. I was fortunate enough to get it home without incident since I only had about two miles to go. It was very obvious that they just didn't care. I have been in customer service for over 20 years, with 15 years of auto repair business management, so I can honestly say that this was one of the worst experiences I have ever had, or seen - in ANY business. I can't believe that they are able to stay in business when they treat their customers with complete indifference. I left wondering if they had even done any testing at all and were just playing some bait and switch game. I guess I will never know. Oh, and just a side note, I was able to find an oem pump at Oreilly auto parts yesterday (On a SUNDAY!) for $400, and was lucky enough to have a friend of mine that still has his tools help me install it in two hours - so I guess there goes that "we couldn't find one in town" excuse.