Pacific Highway Auto Repair
The shop closed without calling me to remind me that they would close at 5:00 pm exactly and locked both my ride home and keys to my house in the shop overnight. I had to take a taxi home and wait and hour and half with my one year old daughter for my wife to get home to let us in the house. All it would have taken was a call or an email prior to closing to remind me to pick up my car before 5:00 pm. I was at the front door there by 5:05 pm and everyone was long gone. I was about to spend over $900 in service there, which following that customer service experience I obviously did not do. 2004 Acura RSX-s
Allow me to address your concerns. Our Service Manager estimated your recommended repairs and offered a couple of different options varying in price. He spoke with you about the recommendations early in the day. You indicated that you would think about it and get back to him. Unfortunately, when he did not hear back from you, he assumed you needed more time and would likely get back to him the following day. We don't pressure customers to approve repairs, we inform them of their options and wait for them to decide how they want to proceed. This happens frequently in our business and it is not uncommon for customers to consider their options for a day or two. It is not our practice to call a customer before closing unless it is clear they were picking up the car that day. I assure you if we had known your intent to pick up that day we would have contacted you and waited for you or made arrangements to place your keys in the lock box, provide you a code for access and leave the car outside the gate. This is common practice for us. As for the price, we realize you can shop for parts and likely find them cheaper. We have to make a profit on parts and labor to stay in business and be of service to our customers. We employ experienced, certified professionals to perform the repairs and provide an exceptional 2 year / 24,000 Mile Nationwide Peace of Mind Warranty. We are truly sorry for the misunderstanding and for any inconvenience it caused you.
- Pacific Highway Auto Repair