Kerrville Auto Repair

We sincerely hope Mr. W and his wife were able to get their vehicle serviced and able to complete their trip without any other interruptions. Perhaps in reading our reply they will also see where unless all the facts are presented it would be hard for other travelers to form their own opinion. We also have many, many, 5 star reviews as we are in the customer service business and never would intentionally or even unintentionally make a potential customer so angry they would feel like they need to smear our company. When Mr. W called to make an appointment for an oil change he asked if we could do a basic oil change. We agreed and scheduled him for his oil change on his RV. Customer arrived on time but drove past our shop, they called in and we explained they would need to make the block and pull into the parking lot. Once here, our Service Advisor went out to greet them, due to covid we had our lobby closed. She came back in after a minute and state they were combative when she greeted them. They stated they were told we would come out to them and change their oil in our parking lot while they waited in the RV. They had a towed vehicle and did not want to unhook the car. We did tell the cust we would have to unhook to get him in the ship. He balked at this but then went about unhooking the car. Before he unhooked the car, we made sure the customer would know the total price to perform the oil change, check tire pressures and the grease. Customer then told the representative we were "ripping them off". They asked to speak to the manager and without thinking she told them she wasn't here, she was rattled and confused owner with service manager. Our service mgr went out to see what the issue was and the spouse proceeded to tell our SM how all the other shops they have been to on their travels have accommodated them. He explained in a calm voice that is it simply something we are not going to do but there are other shops in town who may be willing to do this. He also stated in a polite tone when they were ready to leave we would open our gate so they could turn the vehicle around. Not rushing them both reps came in while waiting for the husband to call another place to go. Our service writer came in and told the service manager that the customer called our service manager a liar, she took the blame because she was fairly new and rattled with the customer's disposition. When our service writer opened the gate the customer was upset stating we told them they could pull through a bay to drive out. She corrected the customer and stated we said we would open the gate as there was plenty of room in the yard to turn around. The wife then stated something along the lines of, "another lie". Our service manager apologized multiple times to the customer for the misunderstanding but no one in our company would allow a customer to have work performed in the parking lot, and we would never let a customer sit in a vehicle while we serviced it, regardless. If this was their intentions we would have explained this before they showed up. It was evident these customer's did not want to inconvenienced in any way and were trying to dictate how we conduct our business. We did not rip them off as Mr. W stated because we never checked them in, we never took any money or billed them for any services and we were upfront about our charges and how we operated before we even allowed them to turn around in our yard.

Mr. W made an appointment to drop his vehicle off on a certain day with an eta of 10 days after the drop for us to assess his needs and give him estimates and get his approval for any repairs he may have needed. When we didn't pull his rig in right away he complained that he made an appt. We handle RV's one of two ways, you are a waiter which means you will wait in our lobby until we are done or if off the road get a hotel room if need be or you are a drop off where we put you on our schedule with an ETA for a date of completion. This customer was the last situation. Being a busy RV repair facility and with the current covid situation we put him on the list to be brought in to have his work completed by his due date. He called in on the 3rd day and was rude about us not having his vehicle already in a bay, however we had already assessed his list of repairs and we were already working on an estimate to get approval from him when he called. He made arrangements to pick up after we were closed because he was about 45 min. away from our facility. When he says damage we caused to the RV this is a surprise to us. He badmouthed us on Facebook and I ask him what the problem was, his complaint was his electric hose reel wasn't operable/damaged after he left here. I told him I would call him the next morning and I did. Arrangements were made for our Operations Mgr to call him and again due to staffing issues with Covid he was not contacted for several days after. When we did reach out to him his complaint was the electric reel issue. Keeping in mind this was already bent up and rusted something that takes weeks if not months to happen and yet this was in a matter of several days. He stated he had loaned his vehicle to a friend (probably the same one who badmouthed us to him) and maybe it was damaged by him. Then, his exact words were, "it was worth a shot!" Talk about being set up to fail...we were already under the proverbial bus before we ever looked at his 1998 poorly maintained RV. He continues to badmouth us and there are several things that are important for people to know; 1. we never charged him for looking at his unit and 2. we didn't damage something that was already malfunctioning. And, thirdly, his RV was in our facility in August of 2020 and this review was 3 weeks ago. You gotta just wonder about some people, I guess 2020 was a bad year for everyone! We wish this customer the best of luck getting all of his issues addressed on his RV, our suggestion would be he trade it in for a new one with a warranty because everything he needed done could be more than the unit is worth. Denise LeMeilleur owner

Thanks for the nice review! Come by just for a cup of coffee anytime!

Thank you for your 5 star review! We appreciate your kind words!

This is the kind of review that is frustrating. We don't have a customer in our system with this name, nor do we have an invoice for the last 6 months that was $4K. If you had an issue with the work we performed why wouldn't you give us a call and give us an opportunity to rectify or at the very least tell you we couldn't before you badmouth us on the internet. If you feel this is a legitimate review, please call the office at 830-895-2888 and ask for me, Denise LeMeilleur. As the owner if we have made a mistake or not taken care of your vehicle in some way I want to know about it personally. I can use it as a teaching and training moment or a disciplinary issue but when you never give us that opportunity then any problem you have you should take ownership because if you look at our reviews it is rare we are not customer service friendly and rarer that we didn't fix it right the first time. Enjoy your journey and when you are back in Kerrville, stop by so we can discuss. Thanks

Glad we could help! Thank you for your nice review an we wish you the best on your journey!