The front desk staff are wonderful--very friendly and accommodating. And, although I know very little about cars, the mechanics seem knowledgeable, honest, and I appreciated that they offered several options and quotes for fixing my car. Nevertheless, I had a frustrating experience with the mechanic, and I will not be returning to Joe's. The issue was that, when I went to pick up my car, I noticed my e-brake felt loose. Probably no big deal, I thought, since they just fixed it up and told me it was ready for pick up. But just to make sure, I went inside, the mechanic was there, and I told him I noticed the e-brake felt a little off. He said something about how people don’t use the e-brake properly but that it would go back to normal. I wanted to ask him how I should be using the e-brake, but he was out of the door before I could ask a follow-up question. It felt pretty dismissive. But that's okay, I thought, I don't need a friendly mechanic as long as he's competent and gets the job done. So I drove back home. When I got out of the car, however, there was an intensely strong smell of burning rubber. It turns out the new part that they had installed was defective and had clamped down on the wheel. (Did they not do a thorough check after installing the new parts?) So I had to bring the car back in, and get the part replaced. It was under warranty, and they didn't charge me for the fix. They rectified the issue very professionally. But it was inconvenient, and the overall experience left a bad taste in my mouth. If the mechanic had just taken a quick look when I told him I noticed something was off about the e-brake--instead of making me feel like it was my fault and dismissing my concern--then I wouldn't have had to drive my car back to the shop, and my car wouldn't haved smelled like burned rubber for months afterward. I get that these things happen, but Joe's is expensive, and for how much they charge, I expect better service, better quality assurance, better communication.
Thank you for taking the time to share your experience with us. While we're glad to hear that you found our front desk team welcoming and appreciated the transparency and options provided by our staff, we're truly sorry that your overall visit didn’t meet expectations. That’s not the level of service we strive for, and we apologize that this was your experience. We take customer feedback seriously and will use it to improve our service and quality assurance processes. We are grateful for your understanding and are glad that we were able to rectify the issue professionally and at no cost to you. Your feedback helps us grow, and we hope to have the opportunity to earn back your trust and provide you with a more positive experience in the future.
- Joe's Automotive Repair