I've been coming to this store with my parents since it was first built here in buda, and I've been going here for the last ten years as my own customer. Ive never had a problem with service from the Austin Auto team, theyve always gone above and beyond to help my family and others out as best they could. except for today when I called to get an estimate. Doug, on the phone, was extremely sassy and seemed to not want to take my maintenance request before I'd even gotten into the details about my request. I mentioned I had a replacement part, and he began questioning why I was trying to solve my problem, saying, "we why are you evwn trying to replace [that]?" My item is broken and im calling you for help, your job is not to ask why I'm trying to replace it, your job is to tell me what YOU can do for ME and my busines at your store. They went on to quote me for labor costs on my request, charging me a full hour for a less than ten minute job. The part that bothered me most is how much of an attitude Doug got when I asked why he was charging me a full hour for a quick twist, remove, replace. Im not asking you to service the transmission in less than an hour, im asking you to essentially change a light bulb, probably less effort actually. Doug proceded to imply I was some sort of idiot, saying, "well if it was that easy you would've done it already, wouldn't you?" And I laughed, not because Doug was some moonlight comedian, but because of how shocked I was that a shop would operate in this sort of way. I, upfront, explained I dont have a specially designed tool that this job asks for, and all I need is a quick second in your garage. I've dedicated thousands of dollars to this store over the last two decades, bringing in my business and 7 cars into this shop on countless occasion, and I have to say with this experience ALONE, I will never come here again. Its hard to find a reliable shop that you trust, especially in the world we live in today, and id say apparently its just as hard to find one that can keep the respect it's earned. Thanks Doug, hope you and your team have a WONDERFUL day.
I am sorry Doug did not assist you as you expected.
- 118 Trademark