They lost my car keys. To be fair, the work they did on my car--it was fine and reasonably priced.
Customer service and communication--not so much. I paid for the work and agreed to pick my car up after hours (as I work during their business hours), and was told the keys would be locked in the car when the work was done. I arrived to pick up my car only to learn they forgot to leave my keys...but, I had a spare set and mistakes happen.
They didn't call until the next afternoon and, upon demanding compensation for attempting to pick up my keys twice (it's a 30-40 minute drive to get there), going 4 days without my keys, and the string of errors they made, here's what they said:
Check engine light came on and then lost a cylinder on the way to Montreal, they squeezed us in when the Dodge dealership down the road turned us away. They were amazingly nice and did everything to make sure we got back on the road quickly. The guys there are great.
Had a pretty small job done on my car here, and they got the job done really quickly (while I waited, faster than they had even estimated) and at the quoted price. Good experience, and the replaced part has held so far.
I called the next day, they admitted to forgetting the keys and agreed to leave them in a specific spot for me to pick up after business hours that day. I get a call that evening on my way to pick up the keys saying, "We had the keys waiting for you on the counter all day but you didn't come. Don't come by to pick them up, they won't be outside."
*****Please note that research shows car keys are not one size fits all. Attempting to use the incorrect keys which don't fit properly in the ignition will result in the inability to drive away.*****
I called for an explanation and was told my keys and invoice were given to the wrong people and they were trying to figure out where they were. They were about to leave for the day and said they would call "either tonight or tomorrow" if they found who had my keys...Needless to say, the communication/customer service could use some improvement.
Just learned about this place earlier this year. My tacoma needed a new muffler and the local dealer wanted greater than $600 for it. I then called and had it installed at The Muffler House for less than $300. Then I learned they perform all kind of service, not just mufflers. They changed my universal joint for less than $300. They also inspected my car before I took it on a cross country trip. Lastly, I had them inspect my wife's 4Runner. It needed new gaskets on the muffler. I have missed out until now knowing about this place. The service has been honest, fast, with great communication, including their website. It doesn't get any better than this.
"A customer also made a mistake by picking up your keys.* I'm sorry that your opinion finds that mistakes cannot be made by a small business but that it is poor customer service."
I needed a new engine for my CRV, spoke with Bob, he got online and found me the best deal on a new/used motor in no time. He was upfront and very honest told me exactly how much it would cost, and what it was going to take, I couldn't have asked for a better experience. I will be a returning customer.
Muffler House Llc is a US Car Rental based in Lebanon, New Hampshire. Muffler House Llc is located at 237 Hanover St, Lebanon, NH 03766, USA.
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