• 2/10 – How satisfied were you with the friendliness of our service staff?
  • 0/10 – How satisfied were you that the service staff listened and understood your needs?
  • 1/10 – How satisfied were you with the service staff’s ability to have your vehicle ready when promised?
  • 0/10 – How satisfied were you with the length of time required to complete the service work?
  • 0/10 – How satisfied were you with the explanation of repairs and charges?
  • 0/10 – How satisfied were you with the quality of service work performed on your vehicle?
  • 0/10 – Overall, how would you rate the experience of your last visit?
  • 0/10 – How likely is it that you would recommend us to a friend or colleague?

23 Apr 18 Add public reply

  • Person’s avatar

    Mr. Givens came to our shop with a 1959 TR3-A on a trailer in mid-December, 2017. He had purchased the car on E-Bay, sight unseen, and was not happy about his purchase.

    The car’s condition is in the lower 25% of cars that are drivable - it is badly rusted and has a rats nest of wiring problems. It arrived leaking from every seal on the car – engine, transmission and differential. Mr. Givens complained that the car had a severe knock coming from the rear of the engine / clutch area. The noise went away when the clutch pedal was pushed to the floor. We discovered that the engine had a broken crankshaft, but was running, nevertheless.

    We gave Mr. Givens a broad guess as to what a full engine overhaul might be and the option to replace only the crankshaft. He spent two or three weeks “thinking about it”. Then he came to the shop and wanted to know why his “car was not ready”.

    We explained that he had not authorized the repairs. He became verbally abusive and insulting to the staff and left.

    He eventually returned to the shop days later with the direction that we should remove the engine and replace “just the crankshaft” and that we should not be concerned with the rest of the engine.

    We removed the engine, removed the crankshaft and ordered a used crankshaft. The used crankshaft was unacceptable and was returned to the vendor. A second used crankshaft was found, ordered and was shipped. Finding, shipping, returning and approving two crankshafts took about a month.

    Mr. Givens visited the shop frequently while waiting for the crankshaft and personally directed every aspect of the repair – what was to be done and how. He directed that new U-joints be installed in the driveshaft, that the transmission be resealed, that a used muffler be welded into the exhaust system, that the engine mounts be replaced and that the engine be resealed. While delivering these directives, Mr. Givens continued to be verbally abusive to the service staff about everything from the time it was taking, to the shop’s technical competency, and to indictments about the automotive service business in general.

    The used crankshaft was replaced and the broken crankshaft was given to Mr. Givens as a keepsake.

    The car was delivered to Mr. Givens in mid February, 2018. Following repair, the engine, clutch, drive shaft and transmission operated very well. Mr. Givens was happy with the result and gave his cap to the lead technician as a “thank you”.

    Throughout, our staff treated Mr. Givens with the utmost courtesy; and our shop performed every aspect of our work in a professional and competent manner. I am not sure how we could have communicated any better or performed any better.

    However, I am not entirely surprised with the review, as it confirms Mr. Givens’ melancholy view of anyone to whom he must pay money for services to repair a colossal purchase mistake.

    Motorcars Ltd. –