All too often, I am sure your organization receives complaints about products or services supplied by local companies, because performance or supply was not what was expected This letter is by far the opposite - and I wanted to shout it out as high and far as I could, having no issue with it being passed on to any source or media that will listen, as these people are unbelievable in what they do, and went well above expectations and performance I contacted these people almost as a last resort, to see if they could work on our Land Rover FreelanderAs some background, we previously had it at the only Calgary dealer several times, as well as another local Land Rover service company several times, and both have come back with the same resolves, like "Things happen with these vehicles and unless issues described show up when the vehicle is in our shop, we can't fix what we can't see." Other fixes from these past places included replacing several expense parts, like the transmission shifter as one, and then the other issues keep coming back, with them shrugging their shoulders and say these model vehicles are very finickyBoth of these dealer/service shops have been around for years, but their attitude was quite bizarre when they said either expect that with your vehicle or sell it for what you can get British Auto Specialists has not been used by me in the past, nor did I know of any employees prior, so it was my last gamble going thereThey took a difference approach and said bring in all your service repair sheets, then if you don't mind, leave the vehicle with us for a week and we'll try and diagnose the issueNot only did they do that, they actually found the issues that now are confirmed by me to be fixed permanently as it is now over weeks since it was done, and not a single issue since! They said it was some wiring that crossed over some main wiring, appearing to have melted and caused lights to flash or appear on the dash panelIn addition, there was a broken transmission mount - and this caused perpendicular movement of 4- inches I am in awe over these people taking us into their shop (during the noon hour when no one was working), insisting we do that so we could see where the work was performed, meeting the people who would work on it, and then charging us a very reasonable amount to get it fixed! It also didn't stop thereThey insisted on making follow up calls to us each week thereafter to see if the problems came backWho are these people?!?! British Auto Specialists are truly superb and I will never take my British vehicle to any other in the future In addition to me writing you, I wanted to also copy them on this letter, so they in turn could post this in their book, on-line, or with any other public media, as it is very rare you find a company like this, and rarer yet they give you this kind of exceptional care I also hope any other individuals will feel free to give me a call at XXX-XXX-XXXX so I can explain any of this to them, because in subsequent conversations I have had with others, I have found people who have experienced this same level of support there, that I must now say is almost like being family
All too often, I am sure your organization receives complaints about products or services
supplied by local companies, because performance or supply was not what was expected.
This letter is by far the opposite - and I wanted to shout it out as high and far as I could,
having no issue with it being passed on to any source or media that will listen, as these people
are unbelievable in what they do, and went well above expectations and performance.
I contacted these people almost as a last resort, to see if they could work on our 2003 Land
Rover Freelander. As some background, we previously had it at the only Calgary dealer several
times, as well as another local Land Rover service company several times, and both have come
back with the same resolves, like "Things happen with these vehicles and unless issues
described show up when the vehicle is in our shop, we can't fix what we can't see." Other fixes
from these past places included replacing several expense parts, like the transmission shifter as
one, and then the other issues keep coming back, with them shrugging their shoulders and say
these model vehicles are very finicky. Both of these dealer/service shops have been around for
30 years, but their attitude was quite bizarre when they said either expect that with your vehicle
or sell it for what you can get.
British Auto Specialists has not been used by me in the past, nor did I know of any employees
prior, so it was my last gamble going there. They took a difference approach and said bring in
all your service repair sheets, then if you don't mind, leave the vehicle with us for a week and
we'll try and diagnose the issue. Not only did they do that, they actually found the issues that
now are confirmed by me to be fixed permanently as it is now over 4 weeks since it was done,
and not a single issue since! They said it was some wiring that crossed over some main wiring,
appearing to have melted and caused lights to flash or appear on the dash panel. In addition,
there was a broken transmission mount - and this caused perpendicular movement of 4-5
inches.
I am in awe over these people taking us into their shop (during the noon hour when no one was
working), insisting we do that so we could see where the work was performed, meeting the
people who would work on it, and then charging us a very reasonable amount to get it fixed! It
also didn't stop there. They insisted on making follow up calls to us each week thereafter to see
if the problems came back. Who are these people?!?! British Auto Specialists are truly superb
and I will never take my British vehicle to any other in the future.
In addition to me writing you, I wanted to also copy them on this letter, so they in turn could post
this in their book, on-line, or with any other public media, as it is very rare you find a company
like this, and rarer yet they give you this kind of exceptional care.
I also hope any other individuals will feel free to give me a call at XXX-XXX-XXXX so I can explain
any of this to them, because in subsequent conversations I have had with others, I have found
people who have experienced this same level of support there, that I must now say is almost like
being family.
I went there for body work. The work was good. Unfortunately their customer service skills aren't the best. This seems like a mom n pop shop, very casual, a few days can mean anything. It meant 9 days in the shop in my case. The parts were in a week late, which is fine, but there was no follow up phone call to keep me informed. I called after the car was in the shop for four days for a status update. The man said they would need to keep the car until the next business day. I called that day in the afternoon. A lady said she would call me in an hour. I called after two. The shop was closed. I left a message asking them to please call me just to keep me informed. No return call. I phoned the next day and they said it would be ready in fifteen minutes. It was. I picked the car up and that's it.
I went with them because they quoted lower than the other shop I went to. When I went in for a quote he said wait a few minutes. I asked if he could call me when he has the number. He said wait 5 minutes. I waited 25 minutes, and asked again. He agreed to call. 5 hours later I got the quote. She complimented me on how amicable I was and liked how I said that I'd bring the car in whenever they want (which I now realize I probably shot myself in the foot because it allowed them to put me on the back burner). She warned me it would take a few days to do the work and I said I understood. She said that was good as some people complain and don't understand that work takes time. It was a casual conversation, but thinking back, I know that people were probably just frustrated when they were told a few days and it turns into 9. These complaints wouldn't exist if there was honesty, if they gave a time range to allow flexibility.
I would recommend this place to anyone who doesn't actually rely on their car. If your schedule allows you enough fexibilty that discrepancies in time estimates don't affect you, they will be fine for you.
Customer relations are important to me and that's why I rated them as I did, which might still be generous. I didn't feel like they valued my business, yet it was a $3000 job. I don't expect to go back unless they send me a coupon for a discount next time with a promise not to take advantage of my kindness and put me on the back burner. This form is giving me the impression that they will see it for sure, and they will know who is writing this, and they'll feel bad. I'm sure it's just an "oops" that this is the impression they are leaving on customers. Or maybe they don't care to have repeat business.
I hope somebody finds this review useful.
All too often, I am sure your organization receives complaints about products or services supplied by local companies, because performance or supply was not what was expected This letter is by far the opposite - and I wanted to shout it out as high and far as I could, having no issue with it being passed on to any source or media that will listen, as these people are unbelievable in what they do, and went well above expectations and performance I contacted these people almost as a last resort, to see if they could work on our Land Rover FreelanderAs some background, we previously had it at the only Calgary dealer several times, as well as another local Land Rover service company several times, and both have come back with the same resolves, like "Things happen with these vehicles and unless issues described show up when the vehicle is in our shop, we can't fix what we can't see." Other fixes from these past places included replacing several expense parts, like the transmission shifter as one, and then the other issues keep coming back, with them shrugging their shoulders and say these model vehicles are very finickyBoth of these dealer/service shops have been around for years, but their attitude was quite bizarre when they said either expect that with your vehicle or sell it for what you can get British Auto Specialists has not been used by me in the past, nor did I know of any employees prior, so it was my last gamble going thereThey took a difference approach and said bring in all your service repair sheets, then if you don't mind, leave the vehicle with us for a week and we'll try and diagnose the issueNot only did they do that, they actually found the issues that now are confirmed by me to be fixed permanently as it is now over weeks since it was done, and not a single issue since! They said it was some wiring that crossed over some main wiring, appearing to have melted and caused lights to flash or appear on the dash panelIn addition, there was a broken transmission mount - and this caused perpendicular movement of 4- inches I am in awe over these people taking us into their shop (during the noon hour when no one was working), insisting we do that so we could see where the work was performed, meeting the people who would work on it, and then charging us a very reasonable amount to get it fixed! It also didn't stop thereThey insisted on making follow up calls to us each week thereafter to see if the problems came backWho are these people?!?! British Auto Specialists are truly superb and I will never take my British vehicle to any other in the future In addition to me writing you, I wanted to also copy them on this letter, so they in turn could post this in their book, on-line, or with any other public media, as it is very rare you find a company like this, and rarer yet they give you this kind of exceptional care I also hope any other individuals will feel free to give me a call at XXX-XXX-XXXX so I can explain any of this to them, because in subsequent conversations I have had with others, I have found people who have experienced this same level of support there, that I must now say is almost like being family
All too often, I am sure your organization receives complaints about products or services
supplied by local companies, because performance or supply was not what was expected.
This letter is by far the opposite - and I wanted to shout it out as high and far as I could,
having no issue with it being passed on to any source or media that will listen, as these people
are unbelievable in what they do, and went well above expectations and performance.
I contacted these people almost as a last resort, to see if they could work on our 2003 Land
Rover Freelander. As some background, we previously had it at the only Calgary dealer several
times, as well as another local Land Rover service company several times, and both have come
back with the same resolves, like "Things happen with these vehicles and unless issues
described show up when the vehicle is in our shop, we can't fix what we can't see." Other fixes
from these past places included replacing several expense parts, like the transmission shifter as
one, and then the other issues keep coming back, with them shrugging their shoulders and say
these model vehicles are very finicky. Both of these dealer/service shops have been around for
30 years, but their attitude was quite bizarre when they said either expect that with your vehicle
or sell it for what you can get.
British Auto Specialists has not been used by me in the past, nor did I know of any employees
prior, so it was my last gamble going there. They took a difference approach and said bring in
all your service repair sheets, then if you don't mind, leave the vehicle with us for a week and
we'll try and diagnose the issue. Not only did they do that, they actually found the issues that
now are confirmed by me to be fixed permanently as it is now over 4 weeks since it was done,
and not a single issue since! They said it was some wiring that crossed over some main wiring,
appearing to have melted and caused lights to flash or appear on the dash panel. In addition,
there was a broken transmission mount - and this caused perpendicular movement of 4-5
inches.
I am in awe over these people taking us into their shop (during the noon hour when no one was
working), insisting we do that so we could see where the work was performed, meeting the
people who would work on it, and then charging us a very reasonable amount to get it fixed! It
also didn't stop there. They insisted on making follow up calls to us each week thereafter to see
if the problems came back. Who are these people?!?! British Auto Specialists are truly superb
and I will never take my British vehicle to any other in the future.
In addition to me writing you, I wanted to also copy them on this letter, so they in turn could post
this in their book, on-line, or with any other public media, as it is very rare you find a company
like this, and rarer yet they give you this kind of exceptional care.
I also hope any other individuals will feel free to give me a call at XXX-XXX-XXXX so I can explain
any of this to them, because in subsequent conversations I have had with others, I have found
people who have experienced this same level of support there, that I must now say is almost like
being family.
I went there for body work. The work was good. Unfortunately their customer service skills aren't the best. This seems like a mom n pop shop, very casual, a few days can mean anything. It meant 9 days in the shop in my case. The parts were in a week late, which is fine, but there was no follow up phone call to keep me informed. I called after the car was in the shop for four days for a status update. The man said they would need to keep the car until the next business day. I called that day in the afternoon. A lady said she would call me in an hour. I called after two. The shop was closed. I left a message asking them to please call me just to keep me informed. No return call. I phoned the next day and they said it would be ready in fifteen minutes. It was. I picked the car up and that's it.
I went with them because they quoted lower than the other shop I went to. When I went in for a quote he said wait a few minutes. I asked if he could call me when he has the number. He said wait 5 minutes. I waited 25 minutes, and asked again. He agreed to call. 5 hours later I got the quote. She complimented me on how amicable I was and liked how I said that I'd bring the car in whenever they want (which I now realize I probably shot myself in the foot because it allowed them to put me on the back burner). She warned me it would take a few days to do the work and I said I understood. She said that was good as some people complain and don't understand that work takes time. It was a casual conversation, but thinking back, I know that people were probably just frustrated when they were told a few days and it turns into 9. These complaints wouldn't exist if there was honesty, if they gave a time range to allow flexibility.
I would recommend this place to anyone who doesn't actually rely on their car. If your schedule allows you enough fexibilty that discrepancies in time estimates don't affect you, they will be fine for you.
Customer relations are important to me and that's why I rated them as I did, which might still be generous. I didn't feel like they valued my business, yet it was a $3000 job. I don't expect to go back unless they send me a coupon for a discount next time with a promise not to take advantage of my kindness and put me on the back burner. This form is giving me the impression that they will see it for sure, and they will know who is writing this, and they'll feel bad. I'm sure it's just an "oops" that this is the impression they are leaving on customers. Or maybe they don't care to have repeat business.
I hope somebody finds this review useful.