Disappointing Experience -- We Won't Be Returning-…read more
This is a long one, but I feel it is important to share our experience.
We were previous customers of Wrench's before the change in ownership, so when our vehicle needed work, we initially felt comfortable returning to a shop we had trusted in the past. Unfortunately, this experience was very different.
We dropped our vehicle off overnight for an inspection and some needed work, including an issue with the trunk that would not fully open. The following day, we received a call informing us that the back windshield had spontaneously shattered while the vehicle was at their shop. We were told it was a huge mess and that they didn't know what had happened.
We understand that unexpected things can happen. What became concerning was how the situation was handled. When we asked about security footage, we were initially told that there was footage. When we asked whether it showed our vehicle, we were then told that it only showed people coming and going. We were also told that additional footage existed but that someone would have to go through the entire day's footage to find anything.
Our expectation was fairly simple: we hoped the shop would take responsibility for the broken window, replace it, and we would continue with the other work we had planned, including purchasing new tires from them. We also asked whether they had the neighboring body shop take a look at the trunk issue per their recommendation.
Instead, the conversation became a back-and-forth about who would pay for the window. We were initially told the neighboring body shop was too busy, then that they wouldn't do it, and eventually that no one would be willing to install the glass.
At this point, we were out of town and had a vehicle sitting at their property with a large missing window. After approximately a week and a half of back-and-forth, they finally agreed to have the glass replaced, but initially would not pay for it. After further discussion, they agreed to pay half, which was our suggestion. However, they did not provide us with a quote or keep us updated on the process.We repeatedly had to reach out ourselves asking basic questions: Had they found someone to install the glass? Was it being done? When would the vehicle be ready?
Eventually, we were told our vehicle was finished--without any prior communication that the work had been completed. We were also told we should bring cash or a check because there would be a $30 credit card processing fee. When we asked how much we owed, they couldn't tell us the total.
At that point, I did some research of my own. I called the first two auto glass companies that came up in a Google search, explained our situation, and both quoted us approximately $300-$400 for the replacement and said the installation would not be a problem.
Wrench's ultimately chose a company in Illinois and the glass cost nearly $800.
We were then presented with a bill of nearly $600 for the glass and an inspection fee. We were particularly frustrated by the inspection charge because the window broke while the vehicle was in their possession during the inspection, and we had no explanation for how or why it happened. After additional discussion, my husband was eventually able to get the inspection fee removed.
The final cost to us was $388.03.
What was most disappointing throughout this entire experience was the lack of communication, accountability, and customer service. At no point did we feel that there was genuine concern about what had happened to our vehicle or the inconvenience this caused us. Other than the initial "we're sorry, we don't know what happened" phone call, there was no meaningful apology or effort to make the situation right.
We also never received the invoice we requested for the glass replacement, so we were left without documentation showing exactly what we were charged for.
As people who have worked in small business, we understand that unexpected situations happen. What matters is how a business handles them. We would have been much more understanding if the situation had been handled with transparency, communication, and good customer service. We even intended to continue doing business with them and purchase new tires.
Instead, this experience cost them not only our future business, but also our recommendation to friends and family. After nearly two weeks of having to repeatedly communicate, negotiate, and follow up just to get our vehicle back, we ultimately paid $388.03 and received our vehicle back in essentially the same condition it was in when we dropped it off, aside from the replacement of a window that broke while it was in their possession.
Unfortunately, based on this experience, we will not be returning to Wrench's and cannot recommend them.
