Several years ago I had a positive experience when I took my Jeep into Eagle Automotive for repairs. So, when my F350 died 2 days before Christmas, I had it towed on Tuesday 12/27 to Eagle to get fixed. My initial interactions with Max, the service advisor, were positive. Reviews for the shop were positive and I felt as though my truck was in good, professional, and competent hands. When I dropped off the truck, I informed Max that the likely problem (per a mobile diesel specialist that diagnosed the truck prior to having it towed) was the high pressure fuel pump. He stated understanding of the problem, explained the diagnostic process and fee, kept me updated daily, and promised to have my truck back by the end of the week. Part of the diagnostic process was to replace the fuel filter, parts that I had already replaced prior to taking it to the shop, which obviously was not ideal but apparently required so I authorized it. Replacing the fuel filters again did not fix the problem and further diagnosis proved that the problem I reported when I dropped off the truck (high pressure fuel pump) was in fact what needed to be replaced. The estimate for this repair was extremely high due to all of the additional parts in the fuel system that apparently also needed to be replaced at the same time. In an effort to reduce the total cost, I offered to supply the parts (new) and deny the 4-year shop warranty. The manager refused to replace any customer supplied parts, even if they were from a reputable supplier, even though it would have reduced my total expense by nearly half. Max and I spoke on a daily basis, however after the first 2 weeks, I had to make the calls to the shop to get updates instead of them proactively updating me on the status of my truck. I was patient and understanding however, the estimated 30-hour repair took more than 2 weeks and I didn’t get anything more than, “my tech is still working on it.” At this point, I was extremely frustrated due to many factors including the fact that I was simultaneously in the process of moving out of state. At the end of week 4, Max informed me that all of the parts (half new, half remanufactured) they had put into my truck were faulty and needed to be replaced again. The cab of the truck came off a total of 4 times that I was made aware of, each time reportedly requiring additional parts to be replaced (gasket, hose, radiator, etc) due to damage that occurred during work. I was not made aware of any of these mistakes during the process and again, was not updated in a timely manner. Thankfully, they did not charge me for the additional labor due to these mistakes. Finally I was able to pick up my truck, however there was a funny sound that I noticed while driving it around so I returned to the shop after a few hours asking them to identify and fix this new problem. The technician immediately heard the sound I reported and stated it was from “a vacuum pump they forgot to connect.” After having my truck in the shop for more than 5 weeks and over $12,000 in repairs, I expected the job to be completed with excellence. There are many opportunities for improvement in customer communication and overall customer care.
Hi Lauren, we truly appreciate your feedback and are genuinely sorry for the disappointing experience. It is never our intention to leave you feeling this way and, unfortunately, it was a learning moment for our team to provide better communication, finer attention to detail, and to simply listen better. Thank you for this opportunity. We appreciate you and wish you the best. Please let us know if there is anything we can do for you.
- Crestline