I have never dealt with such an irresponsible disorganized business. I have tried to speak with Me. Mitchell and have never received a call back. They have had my car for 3 months and their employee backed my car into another customer’s car and expect me to pay for labor. I would NEVER recommend this company. Why is it our fault that your employee wrecked into my car and you had to pay out of pocket??? All businesses are supposed to have insurance for their NEGLIGENCE!!! What a horrible and extremely rude company!!
Dear Jarrod and Jodie, We would like to express our disappointment in the fact you felt it was necessary to revisit an old review. The owner chose to pay out of pocket instead of going through insurance, and in no way does that matter to this situation. We happily take care of our mistakes and do everything we can to make things right with our customers in order to achieve ultimate customer satisfaction. We have reached out to you previously regarding the Jaguar and your dissatisfaction. We always take feedback into consideration, however we find it unnecessary when it is directed at us with intent to hurt, and not to help us improve. If you would like to discuss this further, please call us at the shop. *first response* We appreciate you taking the time to share your feedback with us. We strive to provide exceptional service to all our customers, and we regret any inconvenience or frustration you experienced during your recent visit. Regarding the accident that occurred while your vehicle was in our care, we want to assure you that it was handled appropriately. Our team took immediate action to rectify the situation, and the repairs were completed at our cost in the time it took for us to hire auto body professionals to accept and complete the repair to meet our specifications. We sincerely apologize for any disruption this may have caused. We want to address your concerns about the billing for the window regulator repair. Prior to the accident, there was an agreed-upon arrangement for the repair costs, and we understand that you felt the additional time your vehicle spent at our shop was due to this issue, however the additional time at our shop was due to two reasons… the first being the repair for the door damage and pin-striping, the second was your refusal to pay for the repair that you originally brought your vehicle in for, which resulted in your vehicle sitting at our repair shop for approximately a month longer than necessary. Somewhere along the way, it seems that the both of you thought it was fair for us to donate the labor to fix the window regulator as additional compensation for the accident that happened. This is just not a realistic solution. We paid out of our pocket to return the vehicle to how it was or better immediately after our technician backed another vehicle into your door. We additionally fixed another item on your vehicle for no charge. After reaching out several times and finally speaking with Jarrod, we agreed to a compromise: we will provide a free diagnosis on his vehicle for the new problem as a gesture of goodwill to maintain our relationship with him as a valued customer, in exchange, both of the one star reviews would be taken down. However, despite our agreement, the review has not been taken down, which is impacting our small business unfairly. We want to reiterate our commitment to customer satisfaction and our willingness to go above and beyond to make things right. We handled the situation professionally and within the agreed-upon timeframe. We still hope a resolution can be found, however in the meantime, we can’t just let this unfair 1 star review go without a response. Please reconsider removing the review. We wish to keep you as a customer, especially since based on our last conversation we are still the shop you think of when something is wrong with your Jaguar. Let us help you get it back on the road.
- European Motor Cars, Inc.