Tried to get a quote a few weeks ago with the online tool on their website. A week went by and no response. Finally called and the guy that answered was like yeah that happens. Tried to get a quote with him and he was very dismissive and his responses were so generic and wide ranging for a simple brake job. Called another brake shop in West Seattle and he was able to get us in the next day for a third of the “estimate” we were given. If you’re going to treat people as if though they were calling the typical dealership shop. I guess it makes sense to charge like a dealership. It sucked because I really wanted to support this place.
After reading the review from T Man, we had a discussion here in the office to see if we could determine what happened. It's true, that sometimes the automated quote request system can malfunction and we have links on our website to text, email and our office phone as alternate forms of communication. There is no excuse for anyone on the phone here to be rude or dismissive and we take our customer service very seriously. That said, it's not always possible to give an accurate quote without seeing the vehicle here, in person. Even with common services such as brakes, depending on the vehicle, there can be sizing options that require measurements and there is no way to tell what may or may not need to be replaced, besides the friction material and the brake rotors, to be able to offer our leading warranty. We feel we could have done a better job in communicating the value of our service to T Man and will continue to improve our processes.
- Swedish Automotive