AK was very kind and appeared to listen when I brought my vehicle in originally. After paying for repairs and my diagnostic test, I was told my car is back in working order. I drove my car for 2 weeks if that, and my car stopped, the same exact way it did which was the reason for taking it to AK. I called to ask them to look at it, they did free of charge. However Matt was rather snippy once I told him I was going to sell the vehicle. I tried to voice concern and he sped right over my thoughts as if they were irrelevant. I listened while Matt talked at me. Clearly he was getting escalated as we spoke, and I declined to come in an be further disappointed as all I wanted was my vehicles keys to be put in the car. Matt told me it's not their fault they didnt catch the issue, but I am the one inconvenienced by it. This is understandable but frustrating. I should not have to remind Matt to take a step back and listen, but I did have to gently encourage that. However, I am walking away feeling unheard, undervalued, frustrated, and slightly taken advantage of. These guys are very nice especially when getting services set up, but when they work is less than exceptional they want to disown the problem rather than trying to help out. I do understand it's not on them to help. I guess I just had higher expectations. I would not return to this mechanic, but not becuz they half fixed my vehicle, not becuz Matt was rather argumentative with me over the phone, but I will not return here because they took something off of my car to look at and did not put it back on, so this is an extra expense I incurred by having them look at my car when their work failed. Matt swears it's not their work that failed. I heard these guys did good work, guessing I was the exception. The experience could have been better had I actually been listened to, sadly this did not happen
Zachary, Thank you for voicing your concerns about your service at Arie Nol Auto Center. When you originally brought your vehicle in for rough running, we diagnosed and repaired that issue. At the time you were given a list of additional repairs that needed to be done. None of which would cause the vehicle to be unsafe but they needed to eventually be addressed. At the time we listed the serpentine belt as being noisy. You chose not to have any additional repairs performed. The water pump wasn’t leaking at the time, which is an indication of potential part failure. When you brought your vehicle back several weeks later, the water pump had failed. As Matt had explained to you, we aren’t able to anticipate parts in a car failing if they aren’t malfunctioning when the vehicle is here. While we looked at the vehicle right away, when we contacted you we found you were in Guatemala for several weeks and the vehicle then sat here until you returned. We take our service and our customer satisfaction seriously and we prioritized your vehicle. Matt did explain to you repeatedly what had happened and explained why we removed the serpentine belt, which was melted to the pulley and was not salvageable. Unfortunately, we weren’t able to adequately meet your expectations and we wish you the best in the future.
- Arie Nol Auto Center, Inc