Long-Time Customer; Service Has Seriously Declined
We’ve been bringing our vehicles to Brakes Plus on Abbot Lane for over five years, and the difference in service lately is hard to ignore. What used to be a reliable, well-run shop has clearly gone downhill. Most recent example: my wife had a 10:00 AM appointment for a simple oil change and dropped her car off early (around 9–9:30). There was zero communication all day. When she finally called, they claimed they had tried to reach her—this has now happened multiple times with me and my son as well, always with the same we tried to call and/or “we left a voicemail” excuse that simply isn’t true. One twice ok. But not all as often as it’s happened. She was told the car would be ready at 4:30 PM. We showed up at 4:30… and watched them just then pulling her car onto the lift. That tells you everything you need to know about how appointments are being handled. They then said it would be “another half hour.” We left and ended up picking the car up the next morning. On top of that, they were supposed to rotate the tires and didn’t even attempt it—or call to ask about the lug nut key. This isn’t a one-off issue. The same thing has happened with my car and my son’s car: early drop-off for scheduled appointments, followed by all-day delays and poor communication, with work not completed until closing time (or later). To be fair, their pricing is still reasonable and better than the dealerships. But the customer service that used to set this place apart is no longer there. If management is paying attention: the problem isn’t just the delays it’s the lack of communication, accountability, and RESPECT for customers’ time. Fix that, or you’re going to keep losing long-time customers.