Norterra
My parents and I have have been loyal customers for five years. We have three vehicles that have been serviced at the location. Services range from tire replacement, oil changes, air filter changes, a starter replacement, and even a transmission replacement. As you could imagine, we have likely established a relationship with the workers and management. However, I am saddened to say that I’m doubting the reliability of Kerry’s Car Care based on my recent and possibly final experience. I have a 2012 Buick Verano, and in April my transmission needed repair. My vehicle had less that 29,000 miles on it with no past repair or damages. Surprising that a transmission would need replacement, right? Nonetheless, Kerry’s was able to replace the transmission. In July, my vehicle would not start at all and had to be towed to the shop. We believed this had to do with the transmission or starter. During the time of not having my vehicle, the manager Bobby set me up with a rental car that the company would pay for. However, given that I was in Flagstaff at the time instead of Phoenix, the rental car service had a different process for which the shop was not used to. Instead of the company card being automatically charged, I had to put my card on file and then receive a reimbursement. I have yet to receive the $500+ reimbursement since July. After having spoken with Bobby over the phone, through saved text messages, and in-person, I still have not received the check. I call the shop every couple of days due to my demanding schedule, and it is a constant cycle of the shop apologizing for not returning my calls and texts, and for the check not being in my hands. When you say that you will do something, actually follow through with it. I am amazed that this situation has not been rectified. Back to the actual repair. It was determined that the issue was the starter after five week of waiting. I picked up the vehicle and about 30 minutes of driving, the check engine light went on and the gears shifted hard. The same day this happens? I took the car back to Kerry’s and it took them a week to finally get back to me with them saying it has been resolved. Not even 10 minutes later, I get word that it actually is still experiencing the same issues. I suppose they never resolved it in the first place. I waited another week for it to finally be fixed only after I pleaded with the insurance company to call the shop to provide some sort of guidance. All the shop had to do was a “relearn process” on my vehicle’s computer system. This took a considerable amount of my time and money having to use a family member’s car. This whole experience has been immensely difficult. There is a lack of follow through on receiving a call back. I was told by Bobby that I would receive a call from him the next morning at 9am. I did not hear from him that day and even the rest of the week. There is a lack of consideration for how long the customer waits for their vehicle to be repaired. I understand that the shop is busy and there are other responsibilities to address, but you would think that after having built a five year relationship and having a vehicle in the shop several times in a 2-3 month span for the same issues, that the shop would show a sense of urgency. I guess that is a wrong understanding to have. If you are looking for them to posses the same level of consideration for your time, your money, and your vehicle, then I would reevaluate your expectations. If you are looking for minor repairs or tune ups, then this shop can assist. But I would look into other shops for more serious repairs. No doubt they are courteous and friendly, and I greatly appreciate all they have done. However, I recommend looking past their sweet and smiley deposition because that’s not necessarily what quality service is. I am so disappointed that the only shop I truly valued and trusted, has been giving me the run-around on this reimbursement check and when my car was being repaired. I hope others have a more positive experience.