This is an update from my 2/6/15 review.My first experience with Swedish Automotive started off on the wrong foot because the day I brought my car in happened to be one of their busiest, most under-staffed Fridays. I received multiple verbal apologies, which was nice, but I still knew that within a few days I would have to face a couple thousand dollar bill. I wasn't convinced and was still quite hesitant, especially after receiving "update calls" that the mechanics weren't able to fix the problem, so they needed to spend more time on it (aka $110/hour) to fix it.I can honestly say that I've never cried on the phone with a mechanic. The prices they were reading to me were literally bringing tears to my eyes. I'm a college graduate trying to be financially independent from my parents, and the thought of spending 2 months of paychecks on one mechanic visit made me extremely upset.I'm probably not alone on this: it's frustrating that after getting an initial estimate, it goes up by a couple hundred each time you talk to the mechanic. The sticker shock from the initial estimate was bad enough. I was told that there might be some overlap in labor price, which was the one thing I was actually looking forward to. By the time I picked up my car the following Friday, my bill had gone down a significant amount, I wasn't charged for the $30 rental car, and I was given two gift certificates to use on future visits. Todd was extremely grateful of how patient I was the previous Friday (having to wait in the lobby to receive my estimate), and it truly showed. A couple weeks later, I received a note in the mail with another gift certificate for future visits. I also received a phone call following up to make sure my car didn't have any problems! Those unique customer service efforts definitely play a part in a business' success. If you're like Swedish Automotive and your services are more expensive than most, customer service MUST be top notch to be successful. They have entirely won me over. In my original review I mentioned finding another mechanic, but now I don't think that will be necessary. Thanks for your high quality work and for being a Saab-lover just like me!
Thank you for bringing this situation to our attention and let me first apologize for any inconvenience you experienced. You are right, we did not do a good job in our communication with you. We did not call you in a timely manner to give you updates on your car and can absolutely understand your hesitation in giving us another chance. It is inconvenient to not have your car and we should have done a much better job respecting your time. By providing this review, you have provided us with valuable information that we as a business can learn from. If you are willing, would you mind contacting me so that I might get more details about the experience you had with us and hopefully make it right?Sincerely,David Winters - Owner206 938 8685
- Swedish Automotive