I have been using European Auto for over 5 years, and during that time my wife and I have spent well over $10,000 with this business. We have also recommended the shop to several of our friends who own luxury vehicles. Unfortunately, our recent experience has completely changed the way we feel about this business. For the past two years, we have dealt with a gentleman at the front desk who has consistently been rude and unprofessional. Most recently, my wife called to schedule our vehicle’s yearly service, and his attitude was already rude and dismissive during the phone call. We brought the vehicle in for the scheduled service, which cost approximately $2,300. About three days after picking up the car, my wife noticed that the coolant level was low. I called the shop to let them know there appeared to be an issue. Instead of showing concern or simply asking us to bring the vehicle back so they could inspect it, the gentleman immediately became defensive and insisted that the problem must have started after we left the shop. There was no apology, no concern, and no attempt to handle the situation professionally. We brought the car back to the shop on Friday morning. When we walked in, there was no greeting or even basic customer service. He simply asked, “What can I do for you?” while keeping his head down at the computer. We explained why we were there. He told us that he could leave the vehicle there but that they wouldn't have time to look at it until Monday or Tuesday. He again became defensive and repeatedly told us that the shop had done everything they were supposed to do. My wife calmly pointed out that his behavior was extremely rude and unprofessional toward paying customers who were simply trying to get their vehicle taken care of. At that point, he apparently realized how he was coming across and responded by saying that he is from New Jersey and that was the reason for his attitude. That response was extremely disappointing. Where someone is from has nothing to do with how they should treat customers. Professionalism and basic courtesy should be expected from anyone representing a business. We left the vehicle there. Within minutes, we received a text stating what they claimed was wrong with the vehicle and that the repair would cost another approximately $2,300. At that point, we decided to pick up the car and take it to another mechanic in Frisco. We chose not to spend another $2,300 with a business where we no longer felt comfortable or respected. This is especially disappointing because we were loyal customers for more than five years, spent more than $10,000 with this business, and personally recommended European Auto to our friends with luxury vehicles. The issue isn't simply the cost of the repair. It's the way we were treated when we brought a legitimate concern to the shop. Customers should not have to argue with someone at the front desk just to be treated with basic respect. We will not be returning to European Auto, and based on our experience, we will no longer recommend the business to our friends and family. Management should seriously reconsider whether this individual is the right person to represent the company at the front desk. Customer service starts the moment someone walks through the door, and unfortunately, that was completely missing from our experience.
Xavier , This is Tony from European auto care , we are deeply sorry this happened . Please give me a call 214-680-1657 thank you .
- European Auto Care - Frisco