Poor communication both to the customer and internally within the organization. Was quoted for 2.5 hours for repair, fast forward to 4 hours, informed that the repair was about to begin. Was told that Jack (whom I received the quote from) did not set realistic expectations. Furthermore, needs to refine their processes in assessing damage. Conducted wheel alignment before the tire patch and based on the conversation, sounded like I was going to need to replace all four tires. When asked why the wheel alignment was done first, was told that they have independent systems/teams that don't talk to each other within the shop. Putting the cart before the horse is an understatement.
Dave. Left a message for you. Please give me a call when you have a moment. I know we failed you on this experience and I would like to get your feedback on a couple of things so we can prevent this in the future. We have a really great team at G&C. That being said, we really fumbled on this one. My apologies and I hope that in the future we get to show you that your recent visit was an oddity and not the norm. Gregg & Christina Caldwell. Reviews are important to us. Of course we love the good ones. One stars really sting, but they also give us an opportunity to fix things. So dispite the sting, thank you. Gregg
- Chantilly location