My review is purely about the customer service. I chose to have a MD Auto Inspection done at Cooper's Auto (which was the priciest quote, by the way) because of the convenience to my home. Literally a stone's throw. The owner Duane was very rude. I purchased my car out of state based on a deal that did not fall through with a previous customer. The dealer installed front tint for the customer and the tint on the front passed their state's inspection. The owner at Cooper's calls me up and tells me bluntly, "Your inspection failed due to your tint. We also can't roll your windows down because there is tape on the buttons, so your window inspection failed too. You need to have the tint removed." Point blank. The End. Now mind you, noone wants to hear something like this after they've just purchased a vehicle.
I am not one of those people who is not going to do their research or ask questions. So when I get to the shop to retrieve the car I am questioning him and the woman at the front desk about the MVA website saying nothing about your tint being part of your safety inspection, but instead talks about glazing, so I'm confused. Also, why couldn't they just remove the tape or call me about it before failing it? To which he responded "We don't have time to be calling people about stuff like that. Our job is to inspect, that's it." The woman says "Rather it passed or not, your inspection still would have failed because of the tint." My response to her was "That may be true, but the mva site also says once a reinspection is made, only a visual may be needed which will not require a fee. If the window had failed, then it would not require a visual inspection, because you have to physically roll the window down and I could be charged." Silence.
The part that really got under my skin was the owner had this I could care less attitude about the situation. Basically, he was like "Oh well, you need to get the tint removed. Not my issue or my fault. If you have a problem take it up with State Police." Even came out of his mouth and said "I don't know what the big deal is!" The woman at the counter said I was yelling at them. I told her I was [not] yelling at her and she said "Well your voice is stern". OK, so which is it? I'm yelling or my voice is stern? Don't lie on me and try to play victim. After that, I got quiet. Because I knew what games were trying to be played.
The overall issue for me was how nasty and blunt the owner was. It's obvious that deals primarily with a male dominated clientele. He needs remedial training on how to talk to women. Saying something as simply as "I'm sorry about this, or I know this is going to cost you...I wish I could do something to help you...I understand...I can relate..." Anything! But I received none of that from him. And clearly, he saw that I was upset, especially since it was going to cost me additional money to have the tint removed. If I had known all of this I would have told the out of state dealer to immediately remove the tint.
Let me be clear, I am not blaming Coopers Auto for my tint needing to be removed. The owner was doing his job. What I do have an issue with is how nonchalant, nasty and blunt the owner was. I had to get the tint removed and then returned it to the same inspection station (him) per MD law. I go in the next morning to have him reinspect it and he's skimming through some papers, barely grunts a Good morning and continues doing what he is doing, then finally says "Are you staying or waiting?" I said no, gave him the keys and left. My inspection passed, and I retrieved my car later.
Customer service is about keeping your customers coming back. Clearly, this guy missed the mark on this one with me. I won't be coming back. Ever. read more