Excellent Customer Service
“I am a new customer of Christian brothers and when searching for a new mechanic (hotel, vacation resort, auto dealer) I always read other customers reviews, so I in turn always leave my own review, so here we go: I had been with the same mechanic for 8 years, watched them grow and was a loyal customer, taking three automobiles to them over the years, I referred multiple friends and family but it seems the larger they grew the more out of touch they became with their customers. I constantly felt like they were pressuring me into service I did not need, it seemed like I kept having to take the car back for issues after it had just been in the garage, they were constantly hiring new people so every time I went I felt like a brand new customer, rather than a long time loyal one and the final straw was catching the service technician in a lie right in front of the owner about service he tried to pressure me into that was not necessary at that time. in hind sight I should have called him out on it, but chose not too and instead search for a new mechanic. once I have established a business relationship and feel that I am treated fairly I will remain a customer for years and refer others. so to get on with my review, I prescheduled an appointment through Christian brothers website for routine maintenance, tire balance and alignment and complete service check as we are planning a long trip and wanted to go reassured. scheduling the appointment was exceptionally easy, I immediately got a response from both Ethan and lee. they provided me with a detailed and completely accurate estimate of the service I was requesting, with the understanding that if any other service was needed it could be more. they greeted me with a pleasant good morning and their lobby is not what you might expect of an auto mechanic, it is nicely decorated with leather furniture and does not smell oily or look dirty, that set a great impression with me from the start. they drove me to work and called and emailed me of a couple of new things that needed repaired, again with a detailed estimated and word for word exactly what they were doing. i picked up my suv last Friday evening, shook hands and went on my way. now, here is the negative. it was pouring rain and thunderstorms so I did not notice the knocking and rubbing noise coming from the tires until I was on highway 60 headed home to Marshfield. the steering wheel begin vibrating quite hard and the noise continued. I drove home and parked the car for fear of damaging something, fortunately I did not have plans that required a lot of driving this past weekend so I was not terribly inconvenienced, just annoyed that i was having this issue and would have to bring the suv back in on Monday morning. I sent an email on Friday evening explaining the situation and that I was going to give them the opportunity to correct this problem. I drove in Monday morning and was in their parking lot before they opened, Ethan began to check me in and ask the issue and immediately lee came around the corner and said I just read your email and we will get this corrected and then took me to work (another perk they offer, which is very helpful) he apologized for my inconvenience and said he or Ethan would be in touch. mid morning on Monday Ethan called me and again apologized, he said this was their error in not aligning one of the tires, he said he had a stern talk with his mechanics and if I trusted them he would like to offer me a complimentary oil change on my next visit. I agreed and when I went to pick up the suv that evening, he once again came out and apologized and offered the complimentary oil change next visit and they appreciated my business. now folks that is good customer service. as a supervisor in the customer service field I know the importance of taking responsibility, not blaming the customer and finding a solution that benefits both the business and the customer, what lee did was an exceptional example of that and because of this I will continue my business relationship with Christian brothers and will recommend their service to others as well.”
