10/7/15 I have an appointment, I turn the truck in at 8am, check the brakes. After 12 noon I get a call brakes are fine but there is water in the brake fluid, 4%. I agree to cleaning the pads and flushing, refilling and bleeding the brakes. Silence the rest of the day, shop closes at 5:30pm. 10/8/15 I stop by at 8:30 am (shop opens at 7:30), mechanic is just now working on the brakes, they were snowed under yesterday. No answer to why it took 4 hours to pull 4 wheels and visually inspect pads and rotors ( I could have done that with a jack and a lug wrench in less time), no answer as to why with an appointment no one works on the truck. No answer as to why I was not called yesterday to give me the option to leave the truck overnight or reschedule the work. No answer why they can not foresee the work load and adjust scheduling as needed. Just excuses and apologies which do nothing, I was a worker, and management, planning and scheduling are basic to being successful. Finally get a call at 11am and the truck is done but there is a check engine light noticed yesterday that they will now finally check. Now you would have thought, being snowed under and all, that the service writer would have pitched in and helped, at least run the computerized check, I mean how hard can it be to hook up a couple of cables? Call back telling me what the issue is wanting to know if they should fix it. No! Please understand, in my younger days I was a mechanic, nothing mentioned requires any kind of certification to understand how to do it, and do it well. This is my second trip to Lemeilleur's new shop, the first time was with my Dodge p/u and that first time they were great - since then they became affiliated with NAPA. Not sure if that has anything to do with it, but they fell way down the customer service slope this time. Plan on it taking more time than you think is reasonable. EDITED TO ADD: So they had the truck for 13.5 shop hours, and booked 3.2 hours of work on the ticket - picked up the truck at 11:30 am. and talk about price gouging, under parts a quantity of one is listed under DOT 4 brake fluid. Napa, which they are affiliated with, list the RETAIL price for one LITER of DOT 4 at $12.49, they charged me $24.50 - I am a business owner so I know they do not pay retail.
Thank you James for your review and your patience with us in getting the brake repairs needed fixed on your truck. We apologize for any inconvenience you may have experienced with our scheduling. After talking to my service writer and looking over his notes, it was annotated your truck was looked at and a complete assessment of your brake system was completed by 10 am. The recommendations for the services were made by our shop foreman and given to our service writer to call you for approval. Our service writer has noted he made several attempts to reach you by phone and finally made contact with you at noon on the day the vehicle was dropped off. When he spoke with you he told you we would not have your vehicle back to you before noon on the following day. When you dropped off the vehicle you did not tell us you had and have had a recurring problem causing your Check Engine Light to come on. As a courtesy and without any charge to you we scanned and diagnosed an evap emission problem, looking at the memory this has been a frequent code stored in your vehicle and you chose not to have us look at this further. When you came in yesterday morning you were extremely condescending to myself and my female coworker. We explained we had 4 techs in the back the prior day jockeying vehicles to accommodate your repairs and that we would have you done before noon (which we did). Unfortunately, in our busy and fast paced facility if a customer makes an appointment at 7:30 and doesn't get there on time the next customer takes priority, this is what happen in your case. We take great pride in our customer service, our employees and in our affiliations like Triple AAA, NAPA, Certified Auto Repair and TIAA. Communication is vital and yes in our instant world it still takes time to diagnose and repair vehicles properly.
- LeMeilleur's RV-Truck Repair