Address: | 3910 Durham-Chapel Hill Blvd, Durham, NC 27707, USA |
Phone: | +1 919-493-0880 |
Site: | precisiontune.com |
Rating: | 4.2 |
Working: | 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–5PM Closed |
JE
Jeff Bedford
Update 5/11/2015: I received a phone call from the manager, Josh today. He apologized for my visit, and offered fair compensation for my experience. I was very surprised by the phone call, and I greatly appreciate the gesture. I have moved my rating from 1 star to 3. Thanks for following up with your customers! Short Version:This was a terrible visit. I came because I had a coupon, but I would gladly go elsewhere and pay. more. The front desk staff was rude and unprofessional. The work was slow, but well done. I would give a slightly higher rating, but your front desk is the face of your business.Long Version:The car service itself was good, but the customer service at the front desk was horrendous. I waited almost 2 hours and 20 minutes for my oil change. That is fine; Ive waited that long for an oil change. I was NOT however told that it would be this long when I arrived.After 1 hour, I approached the desk and said, "How much longer will this be; Ive been here over an hour now." The man (wearing dark sunglasses, the entire time I was there) said it will be another 45-minutes to an hour. I was kind of shocked, but I decided to go to the thrift store next door. 1 hour later, I return and say, OK its been 2 hours now; how much longer? I was told it would be another 15-20. I said "Did you know it would be this long when I arrived?" He commented back "Uhhhhh, I TOLD you it would be 2 hours when you got here." I said "No, you didnt, but I wont argue with you." And he decided to reply with "YES, I did." I left it with saying "It would be common courtesy to tell someone if they are going to have a wait this long." I then walked outside. Within 1 minute, he was outside and said something to the two men working on my car and they had a big laugh. It could be a coincidence, but I think not.First of all, arguing with the customer, especially when I gave him an out to the conversation, is NOT how you keep business. Lets say he did tell me it would be 2 hours, and somehow I didnt hear; he still handled it in the poorest way possible. Secondly, at no point did anyone say "Sorry about the long wait; we are slammed today." Had anyone at the location had any kind of comment or acknowledgment of the wait I would have left a happy customer. Instead I was met with an unprofessional and defensive response.Durham has dozens of car service places, and I will say that I have never had this type of treatment anywhere else. EDIT: Took out line breaks.
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D. Conner
I went there @1pm on a Saturday after having my tires rotated (for free) at Costco and they recommended getting the alignment checked. When I arrived, they warned me that the wait could be 2 hours, but since it was Saturday and I was already there, I opted to endure the wait. And it really was 2 hours before they got my car in. Im not faulting them for that, they were honest up front. They were having a special so the alignment check was free, and there was an additional fee of $49.99 for the actual alignment, which I did have done. Jusin was the technician and was very polite and mannerly. He showed me where it was off and how much of it could be corrected. My Prius apparently has non-adjustable parts on the rear. The actual reason Im taking the time to do this review is to rave about Justins helpfulness. Several months ago I had a slight boo-bbo inthe parking deck at work and it left an ugly dent in the front bumper on the passenger side. I barely tapped the object, but it really mashed a big dent there. I tried the toilet plunger on it at home to no avail. So I figured it had to be somehow pushed back out front the inside. A Prius sits pretty low the the ground and I could not quite get under it enough to see how to get to it. I asked Justin if I could come in and take a look at the underside while he had it up and explained my mission. He took a look, and told me there were just 2-3 screws holding on the piece that needed to be removed to access the backside of the bumper. He asked if I wanted him to try to push it back out for me, and of course I said *yes*. Within 3 minutes, he had the screws out and had reached behind the panel and pushed the dent out and put it back together. Just like magic. Its not perfect, but at least it doesnt look like I ran over someone with it. I wasnt looking for a $1,000 perfect body shop repair, my car is 13 hears old and already has parking deck door dings, etc. I was so impressed that Justin went the extra mile to totally make my day. Saturday is the only time I have to get this sort of stuff done, and I couldnt even find a body shop open to get an estimate from. Im not saying to go there to get free body work, Im just saying that this particular person showed compassion and understanding as I whined about my dent. Yes, the wait was long, but so much worth it.
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JUANITA SOTO
Today was the 2nd and LAST time I visit Precision tune the 1st time was an excellent experience the manager Josh was very pleasant and very customer service oriented. I had the oil change done on my 2013 Honda Pilot and he told me we needed to replace two of the breaks this is less then a month ago. I went in today 4/26/2016 with no appointment and was told it will be 1hr30min wait, it was fine with me since I had to get it done. One of the persons ahead of me had been waiting there for a longer time to get the AC fixed suddenly the technician Roy takes his car for a drive test 15 min goes by then 30 min and not back he was worried I told him to ask, he was told "oh he is test driving it let me call him", not even 5 min passed and he was back with a subway bag and drink on his hand!!! Are you serious? ? After more then 2 hrs waiting he took my car in, 10 min after the technician was eating his lunch. I ask the assistant manager for my car since nothing had been done to it and it was almost 2 pm he drove my car out and said "the keys are in the engine " and walk inside. I went in and ask for the managers card and told him you should at least apologize his response was that the car prior to mine had to be test drove to which I answer "he came back with lunch " "well he needs to have a lunch" he answered "taking a customers car????"I reply. This is ashamed customers where even waiting to be greeted even the customers who had appointments. First experience was 5 stars this one is not even 1 I dont want someone going to get lunch while "test driving my car " and me waiting with the expectation a great service is being done. Update: Manager called me the day after to apologize. He went above and beyond to keep my business, that makes a good leader. Thank you Josh.