Know Before You Go… I really did not want to write this, but unfortunately it was well earned and worth being shared for others… So, I was recently on the hunt for a good reliable shop that I could start bringing our cars to for regular maintenance at a more affordable price than the dealer. I was impressed with the solid reviews so I decided to give it a chance. I called and made an appointment for a basic oil change and a new air filter. I also asked if they could check the transmission fluid and determine if there was an issue with our starter since it had been not starting as consistently. On the day of the appointment, I dropped the car off at 8:30am. At 2:30pm I got a text message stating that they had not had a chance to look at the car. Finally, at 5:00 I came back to the shop and they stated, “we’re sorry we still haven’t looked at it, do you still want to wait?” I said “let’s just go ahead and cancel the appointment.” They then mentioned that if I gave them another try they would make a note and not charge for the oil change. Against my better judgement, I decided to try again. 😂 This time, I dropped the car off the DAY BEFORE the appointment at 4:30pm. They asked me, “when is the latest you need the car by tomorrow?” 🤦♂️ I said, I need it by the end of the day. Now it’s the day of the appointment and it’s 3:30pm. After not hearing anything all day, I messaged them and asked for an update on the car. They stated, “the tech just started looking at it now.” 👀 My wife and I then get there at 6:00pm when they close. After reminding them about the no charge oil change (there was no note) they took it off and said your total is $91.00 (a diagnostic fee to determine that it needs a new starter). After paying the $91.00, they then say “the car is still in the air, they haven’t finished putting oil in it” 🤦♂️ ( it’s after 6:00pm) At this point, I’m just at a total loss of words, I think a random Jiffy Lube could have pulled this off better. I still have no idea if the air filter was ever changed or if the transmission fluid was ever checked. Honestly, at this point I just hope the thing even has oil in it 😂 My recommendation if you still go here: #1) Don’t bother trying to get the car there early it will not matter! #2) Call and hound about your car getting done as often as you possibly can! Or you will wait days for a basic oil change. #3) Good luck buddy the show has just begun! 😂
Hunter, thank you for taking the time to share your experience. We’re truly sorry for the frustration and inconvenience you went through. This is not the level of service we aim to provide. There’s no excuse for the delays and lack of communication you experienced across both visits. We clearly fell short on time management and follow-through, and we understand how disappointing that is. Especially after you gave us a second opportunity to make it right. I also want to acknowledge that I’ve personally tried reaching out to you by phone and text to discuss this and see what we can do to make things right. We would still very much welcome that conversation if you’re open to it. Your feedback is being taken seriously and is already being addressed internally with our team to ensure this doesn’t happen again. We truly value the trust people place in us, and it’s clear we did not earn that in your case. If you’re willing, please reach back out to me directly on my personal phone 720-278-8601. I would appreciate the opportunity to personally make this right. - Cody Leach
- Hotchkiss Auto Repair