I'll preface by saying that I've been going to Pat's Garage for years, and I love their thorough invoices with details of services, and includes pictures of work done. I especially like how they organize next steps for my car based on urgency in their reports using a color scheme. So although I've had nothing but great and professional experiences, I unfortunately had a very disappointing and baffling experience this past week. One of the updates for my car's recent service included an opening in one of the tires. The report stated that everything is good for now and to keep an eye on it for any changes. Several days after that service, my TPMS light came on. I gave them a call to discuss next steps to get this resolved and checked out. The woman I spoke to on the phone mentioned that next steps would include bringing it in, since there's no way of knowing if I hit a nail or anything else that may have come up. (There were no visible changes with my tires.) I asked why the system light wasn't discussed as a possibility, and she flatly mentioned because it wasn't on during last week's check. I was worried about what to do at this point and asked if my tires should be replaced, and I just got another flat response. I then asked when I could bring my car in to see what's going on (I was really concerned since I had work and alternative travel expenses would be very high), and I was told that they were booked out until after the holidays. I felt like I was running the conversation (I would get single sentence responses without tangible results; I was basically playing 20 questions.) and the woman on the other end wasn't interested in my car's state as well as displayed any empathy for the situation. I understand that there is stress for businesses around the holidays, which could have caused the nature of her demeanor, but I do not appreciate both the lack of interest in being seen (I was told at the end that they were booked, where I have been able to briefly bring in my car as a squeeze in in the past, which I feel is valid given the issue is very likely related to a recent service) and zero accountability for an issue they noticed. I understand that a squeeze in would be unlikely since holidays can be stressful and full, but I would have appreciated knowing that I couldn't have been serviced anyways when there was mention of bringing my car in, instead of at the very end of my questions. I felt like I had to ask the "right" questions to get any potential solutions. I frantically looked around for other auto shops so I can commute to work, and was grateful to find a place nearby who was able to take a look. It fortunately looked to be a dying sensor in my tire and it was replaced. Again, Pat's Garage does fantastic work, but I would like the business and other people who are interested in being serviced to be aware of this experience.
Alexandra, I'm sorry that your recent experience with Pat's Garage wasn't up to the standards that you have come to expect. The reason that we ask for feedback from our customers is so that we can constantly improve our level of service. We have been very busy during the Holiday Season but that is not an excuse for failing to listen to your concerns while helping you a solution. Why don't you call the shop and speak with myself (Pat) or Forrest and we'll talk about your recent experience and how we can improve our communication. Thanks, Pat
- Pat's Garage