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laflu01

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I just wanted to get other peoples opinions on my situation. I went to a highly rated custom shop for a lift, wheels, and tires. Selected everything I wanted and got a call to schedule when everything arrived. Scheduled two and a half weeks from when they called me; service was scheduled for a Thursday and Friday. Dropped my truck off on a Thursday (I’m off Thursday’s and Friday’s) and should be done by Friday. Got to friday about an hour before they closed so I called and spoke to the service manager and was told it wasn’t going to be finished and that he would go in on Saturday and have it done by noon on Saturday. I get off at 3 on Saturday and never got a call so I called and it went to voicemail so I left a message on their Facebook. Got a call from the owner saying a part in the lift kit was wrong so they would request on Monday that the part be overnighted so they can finish on Tuesday. Gets to today (Monday) at 3 and haven’t heard anything so I message the owner. Get a call from the service manager saying they have to buy a whole new kit for the one part and should be finished on Wednesday. It’s been hell between my wife and I sharing one car getting us to work and back home cause we work at different places and different shifts. How would you feel and approach the shop in this situation?
 

vincentw56

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It happens. I sale parts and manufacturers screw up all the time. This causes issues with installations. I've been on both ends.

2020 Bighorn Night Edition, 5.7 Hemi w/eTorque
 

Jeffjad

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I just wanted to get other peoples opinions on my situation. I went to a highly rated custom shop for a lift, wheels, and tires. Selected everything I wanted and got a call to schedule when everything arrived. Scheduled two and a half weeks from when they called me; service was scheduled for a Thursday and Friday. Dropped my truck off on a Thursday (I’m off Thursday’s and Friday’s) and should be done by Friday. Got to friday about an hour before they closed so I called and spoke to the service manager and was told it wasn’t going to be finished and that he would go in on Saturday and have it done by noon on Saturday. I get off at 3 on Saturday and never got a call so I called and it went to voicemail so I left a message on their Facebook. Got a call from the owner saying a part in the lift kit was wrong so they would request on Monday that the part be overnighted so they can finish on Tuesday. Gets to today (Monday) at 3 and haven’t heard anything so I message the owner. Get a call from the service manager saying they have to buy a whole new kit for the one part and should be finished on Wednesday. It’s been hell between my wife and I sharing one car getting us to work and back home cause we work at different places and different shifts. How would you feel and approach the shop in this situation?
They will just blame COVID.
 

Mirowpl

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Of course they blame COVID....just lIke they have been blaming COVID for my tailgate not being fixed since early Jan. I have Been riding around without a tailgate since Jan 7. But supposedly, it is fixed and I have an appointment tomorrow at 8 am to Install it, thanks to RamCares.
 

laflu01

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It happens. I sale parts and manufacturers screw up all the time. This causes issues with installations. I've been on both ends.

2020 Bighorn Night Edition, 5.7 Hemi w/eTorque
My problem is that my kit was at the shop 2 and a half weeks before my scheduled service. They should have checked if all parts were correct. And it keeps taking me to contact them to find out something else is wrong.
 

kdoublep

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Ask for a discount. It was a major inconvenience for you and your wife to work around their delays. Any honest business person should respect that and make it right.
 

vincentw56

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My problem is that my kit was at the shop 2 and a half weeks before my scheduled service. They should have checked if all parts were correct. And it keeps taking me to contact them to find out something else is wrong.
I agree 100%. See if they will give a discount like some one said above.

2020 Bighorn Night Edition, 5.7 Hemi w/eTorque
 

DSN46

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Companies will, indeed sometimes ship a kit with missing or wrong parts... it happens. However, what is inexcusable is a shop that the customer has to go around chasing after to get information. Unresponsive shops, construction companies, car dealerships, etc. always receive a thrashing from me when I get start getting played around with. I'm not interested in "everyone" in the shop.... I just go after the one individual who is responsible for my grief. I feel bad you are dealing with this at this time. They might make it right with you by knocking off some of the price, or they may tell you go pound sand. I wish you luck.
 

Trippi

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My spidey senses go up here...how does a reputable highly rated shop stay in possession of a TRUCK and not see fit to recognize that according to schedule it shouldn't still be there...and then not call the owner just ONCE over the week to discuss the delays and what is going on?
 

laflu01

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My spidey senses go up here...how does a reputable highly rated shop stay in possession of a TRUCK and not see fit to recognize that according to schedule it shouldn't still be there...and then not call the owner just ONCE over the week to discuss the delays and what is going on?
That’s my frustration. I’ve kept my cool and I’m hoping with that will come a good discount.
 

Quint

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It's a fine line to walk. Was it their fault? Not necessarily. Did they handle it well? Probably not. It was certainly inconvenient for you and they should recognize that.

"Highly rated shop...." That's just online opinions I assume. It is the exception versus the rule to find an auto shop that understands customer service. It reminds of the old saying about cornerbacks just being wide receivers who can't catch. Auto shops are just service providers who are bad at customer service.

I hope that they get it done and offer to make it right. It's the kind of situation where they should do the work at cost (not lose money) and/or offer something else - like a smokin' deal an some other upgrade that you want where they can prove that they are a quality operation.
 

laflu01

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Update: my compensation was a free hat 😂😂😂

it is what it is though and I’m just happy to have my truck back and happy with the way it turned out.
 

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Jeffjad

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Update: my compensation was a free hat 😂😂😂

it is what it is though and I’m just happy to have my truck back and happy with the way it turned out.
A hat???...lmao. Glad the final product was what you wanted......that's all that matters in the end.

Looks awesome BTW.
 

BowDown

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I just wanted to get other peoples opinions on my situation. I went to a highly rated custom shop for a lift, wheels, and tires. Selected everything I wanted and got a call to schedule when everything arrived. Scheduled two and a half weeks from when they called me; service was scheduled for a Thursday and Friday. Dropped my truck off on a Thursday (I’m off Thursday’s and Friday’s) and should be done by Friday. Got to friday about an hour before they closed so I called and spoke to the service manager and was told it wasn’t going to be finished and that he would go in on Saturday and have it done by noon on Saturday. I get off at 3 on Saturday and never got a call so I called and it went to voicemail so I left a message on their Facebook. Got a call from the owner saying a part in the lift kit was wrong so they would request on Monday that the part be overnighted so they can finish on Tuesday. Gets to today (Monday) at 3 and haven’t heard anything so I message the owner. Get a call from the service manager saying they have to buy a whole new kit for the one part and should be finished on Wednesday. It’s been hell between my wife and I sharing one car getting us to work and back home cause we work at different places and different shifts. How would you feel and approach the shop in this situation?

Get use to it.
Anytime you modify a vehicle at a custom shop, never believe the completion date. Shops take in far more work than they can finish in a given time and some even use your job to finance the previous job. They do this to capture as much work as they can then once your vehicle is disassembled, they have you.
My race car friends and I have a running joke when asked about completion time for their car, 2 weeks, 2 more weeks no matter what the shop says

Hey, your car still in the shop?
 
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