I went to Luke's about a month ago, because I needed to get my transmission flushed. I was…read moreincredibly happy with the service. First of all, when you set up an appointment, you can request a loaner car, so that you don't need to wait there for the car, and I didn't have to miss work. I also saw a different rep ordering someone an Uber for a different customer because who didn't have appointment so there wasn't a loaner available. Secondly, I originally went in for a transmission flush. While I was at work, I got a text and email of the inspection they had done. The inspection was really easy to read, and gave me different levels of recommendations for other things that needed to be done. Some things were urgent, and some things were needed soon, but not urgent, and there were some things that were for maintenance only. On my lunch break, I called my service rep, and he was able to talk me through all of the things on the report, and explain things to me, because I am pretty illiterate when it comes to cars. I ended up also getting my drive belt replaced as well. But my rep made sure to let me know what the price would before I decided to go through with it. At the end of my work day, I drove my loaner car back to Luke's and picked my car up, and was on my way. Overall, the inspection report, and the loaner car I think is what really separates Luke's from the rest. When I've taken my car to get an oil change or the tires replaced at other places, i've always had to wait in the lobby and its a waste of time. I lost no time with Luke's and knew exactly what was happening to my car. Take your car to Luke's if you want incredible service.

The issues started some time ago when Luke recommended power steering service to my vehicle. The…read morecost was over $4,000. It was so high that whenever I went in there for additional service later, the customer service rep would remark about how much they had charged me for the work. However, despite the high price, the power steering system there after failed. Since the repair was still under warranty, it did not cost anything other than my time to get it repaired, but the concern was they admitted that they had used non-OEM parts, which was surprising given how much they had charged. After the power steering system was repaired, I took my car in for a brake job. Once again, I noticed issues. I took it back and discovered that the rotors had warped because they again used non-OEM parts. Shortly after getting that issue resolved, the power steering system failed yet again and once more it was due to using non-OEM parts. During one of the many conversations about these issues, the customer service manager told me they fired the original customer service representative who arranged the initial power steering system. I was surprised they would fire a customer service representative over the wrong parts being used. Then it occurred to me that they might be paying their customer service representatives a commission, which would encourage them to upsell price while reducing cost. That would explain why they kept using non-OEM parts on my repairs even though their policy called for manufacturer parts to be used. I then decided to do a little online digging and found that it does seem that Luke's pays a sales incentive to their customer service representatives. Job postings indicate a wage range from $50,000 to $125,000 and state that job skills must include overcoming objections. This would imply that the polite and energetic customer service representatives are paid to inflate price, reduce cost, and sell customers repairs that may not be needed. That certainly appears to be what happened in my case with multiple repairs. After bringing these issues to the attention of management, the service level I received decreased markedly. Twice I reached out to the owner himself via LinkedIn and was told each time he would personally look into it and get back to me. I never heard from him again in either situation. The customer service manager at the location I use promised to arrange a rideshare to pick me up from my office after the car had to be towed after the last breakdown, but the arrangement was never made, leaving me stranded at the office after hours. I arranged my own rideshare to get to the facility and retrieve the keys to a loaner car that was to be on site for me only to find that no keys had been left, thus leaving me stranded at their garage after hours. I had to hire another rideshare to get home and then return to the garage the next day to get the loaner vehicle that was supposed to have been arranged for me the day before. I have since called Luke's twice and left messages on their voicemail, inquiring about my service records so I could understand what other maintenance might be due on the vehicle. My calls were never returned. Certainly, being greeted with a smile, having a nice lounge to wait in while cars are being repaired, and having loaner vehicles available for those who do not have the time or desire to wait on premises are all great! It seems that the clients appreciate it. But at the end of the day, what we all want is a car that is repaired correctly, using the right parts, and at a fair rate of labor. We pay tens of thousands of dollars for a vehicle and must trust that a mechanic will do the right job without taking advantage of us. By apparently paying their customer service reps to inflate pricing and use cheap parts, Luke's has violated this trust. All the customer service hypein the world will not change that fact, and as I can no longer trust them, I will no longer be a customer.

Horrible service would come close to the service I received from this place. I've got story you…read morewon't believe. Drove my truck Cross Lanes to Dunbar and yes it wasn't running as it should so that's why I took it there. A week later they called me and said the truck need just a tune up I didn't think that was the problem but anyway it got a 854 dollar tune up. I pick it up and after the 854 dollar tune up it ran exactly the way it did when I dropped it off. I turned around brought the truck right back and said it still runs the same. So definitely didn't need a tuneup. It's an older truck so after putting 854 dollars in it I didn't want to put more money in it. So they tried something else and it still didn't fix it. So I'm out 854 dollars for repairs with no offer to refund any of my money. Here's the part that's unbelievable when I pick it up ran worse then when I took it in. Remember I drove it from Cross Lanes to Dunbar. It ran so bad I barely got it to cross the track at Westmoreland. It ran so bad after the 854 dollar tune up that I couldn't go fast enough to drive on Dunbar Ave I had get it WV Ave. I made it as far as 17th and it quit. So when I finally got it somebody who knew what they were doing found out my new distributor cap was tightened to tight and was cracked the one paid 854 dollars in the tune up and two plug wires were on the wrong cylinder. Their tester showed it was miss firing on 5 out 6 cylinders. So now I'm paying someone else to fix my truck. So it's a 854 dollar reason never take your vehicle there.

I took my car to have a wheel bearing fixed. They fixed it and changed the brakes for me (they…read moredidn't charge me for the brakes nor the service for that because the first wheel bearing was a bad bearing). So 2 weeks later my back brakes and rotors needed changed. So we took the car back and they found it was also the caliper....so they just charged us for the caliper, and service for the caliper and service for the brakes. The rotors were changed free of charge, we just had to buy the rotors. They also put my wipers on for me without charging me. The mechanic rode with my boyfriend so he could show them the noises we were hearing before we took the car in. Amazing people and prices!!! Fast service too

Great service over the phone and in person. Had a nail…read moreflatten my tire and I was able to get it plugged up all for free. Only thing is their address online is their old address, but one call and they gave me the correct address! Also shoutout to Marcus for being cool about my situation.

Terrible service and didn't do the work correctly Cost me…read morethousands in down time and refused to help

A Doordasher slid down my neighbor's driveway and nearly overturned in my yard. Two tow trucks came…read moreout and left huge gashes and drag marks in my lawn and scattered all of the cinder blocks I had stacked up (we're building a retaining wall) because they were in the way. No regards whatsoever for private property, didn't ask my permission, didn't repair the damage and didn't put my blocks back where they found them. It wasn't my vehicle and it wasn't my problem but they destroyed my property and made extra work for me because I had to restack the blocks, but hey, anything to make their lives easier is the general mindset of service people in Charleston. If I ever do need a tow, I won't be calling these people.

0stars took them…read moreall day to change a tire , literally over 24hours , they always charge to much and not friendly. Just all around bad business

My brakes started making noise. Monroe is one of the few places in the area open on Saturdays. Thy…read moreguys were very friendly and helpful. They did a great job. Got my car back the same day. Very happy with their service.

Guy started getting smart with me and had an attitude after telling me he could give me a simple…read moreoil change that only takes like 20 minutes bad costumer service

I have a 1986 560SL and went I stopped by to schedule an appointment the guy's eyes got wide and he…read moreexclaimed that the car was really old and they only work on newer Mercedes not older than 2015. I did not appreciate wasting my time due to the misleading advertising that they work on Mercedes in general.

If ever stranded in Charleston wv and your European car is having issues these are the go to guys …read more Great job on my rover diagnosis guys! Made it safely back to michigan, like to say thanks to Mr. smith for his courtesy and fast turn around on my auto repair. Thanks a bunch fellas thumbs up. Ron Waltos St.Clair shores Mi.

The good news is that I moved around a couple things so that I could make this 9:30 AM oil change…read moreappointment just to show up and realize that they're closed and I'm talking to someone overseas.

I called the number listed online for Mr Tire and made an appointment with them and the lady after…read moreI asked 3 different times can I get right in for the time the appointment is and she said yes. I go there and the rude arrogant man at the desk proceeded to tell me he was behind 2 hours and would not be all done with the vehicle he had in. He told me he didn't care what the lady said especially because she is call service employee that knows nothing about his business. I was thinking if he didn't care what she said and apparently she doesn't actually know anything about his schedule why in the hell don't they change the number and make it the actual number of the business!! Very poor business management and practices!

So nice and quick too! Towed us all the way to Cleveland with kids and dogs! My son lost his…read moreretainer in the back of the truck and the guy never called me back but he probably had no clue what a retainer was -so I'm sure it's in the trash. Great service for the car and highway help.

The owner and his team provided excellent customer service. They were efficient and very…read morehelpful/easy to work with. Highly recommend them.

i did happened to see the reviews and it supposedly said a lady in the front was rude and shi but…read morewhen I went today, I talked to a dude first he helped me but couldn't find my size for my tires and when the lady came to the front desk she talked to me and I told her my tire size and I can tell she had some level of authority in there cuz the way she moved and talked to me was nice not once was she rude to me always kept eye contact and had a smile she came with a solution for my tires

My son hit a large pothole that brought his car out of alignment at the beginning of the summer. He…read morewas driving back from college and had 500 or so miles to go to get home and the poor alignment wore out his front tires as he traveled the remainder of his trip home. We opted to have an alignment done, replace the front tires with used tires to match the tread life on the back and replace two TPMS sensors. 3 months and 6000 miles later the front tires were worn out again, which shouldn't have happened. The shop did everything in their power to make it right, performing a second alignment under warrantee, and mounted/balanced the 4 tires we brought in for free. My son forgot that they had installed two TPMS sensors 3 months prior and bought 4 new ones. When my son arrived home he mentioned that he had only needed to purchase the 4 TPMS sensors and that the car rides perfectly. I then pointed out that 2 of the TMPS sensors that he just replaced were only 3 months old. Swann's let us bring the car back, removed/reinstalled the 3 month old TPMS sensors and refunded the cost of them. In this instance they made even our mistake right. Not every service is going to go according to plan, but a great vendor like Swann's is able to turn what could have been a bad experience into one that we won't soon forget. They will be getting all of our future tire related business.