My experience started off fine. Dropping of the vehicle was seamless. Picking it up was fine. I was told my oil light was on, which I knew. The oil light sensor wasnt "turned off" at the last oil change, the vehicle isn't actually due. I was also told there were 2 tires that were bald on the inside and needed to be changed, soon. I left the shop and made a stop in Woodsville. When leaving, my vehicle wouldn't shift in to reverse. I called my daughter who came and tried to assist, and also couldn't get the vehicle to shift in to reverse. Then I called Oliverian. This vehicle never had an issue shifting and it seemed quite a coincidence the day the brakes were replaced the vehicle didn't recognize the brake was being pressed in order to shift gears. The Oliverian mechanics response was, " oh, that vehicle had a lot of issues". And totally disregarded I was stuck and needed to be towed. Like, what? If it had "a lot of issues" shouldn't that have been communicated to me when I picked up the vehicle? Oliverian flat out told me they wouldn't assist with a tow or look at the vehicle unless I paid for another appointment. I had to call AAA and wait hours for a tow. Very poor customer service. Would not recommend Oliverian Auto.
Reply from the business:
Jun 24, 2023We are sorry that you feel you had a bad experience. We go above and beyond with our customers to provide quality service and repairs. If we are at fault in any of our repairs, we will always take care of it and ensure our customers are satisfied. In response to your inaccurate recollection of events, your vehicle was brought to us for what you thought was a wheel bearing issue. Upon inspection, it was determined that both front brakes needed repair. As for us "not communicating issues" to you when you picked up your vehicle, you received a phone call and an in-person update on the repairs needed. The following information was included on your repair order and your copy of the invoice. "Test drove vehicle and had loud grinding noise coming from front of vehicle. Lifted vehicle on hoist and found the right front inner brake pad to be down to metal causing the noise. Both front calipers compressed without issue and front brake pads, rotors, and hardware were replaced. Vehicle was test driven after and no longer has any grinding noise. Also note that both left side tires are bald on the inside edge, there is a crack in the windshield, the low oil light is on as well as the light bulb out indicator and convertible top issue." Our staff test drove the vehicle and did not experience any difficulties with the transmission. We do not provide towing service. As our shop foreman relayed to you via the telephone, IF the issues you were experiencing were related to the brake job (which they weren't), we would be more than willing to assist with the cost of the tow and any needed repairs. However, we wouldn't know this until we looked at the vehicle. We could not guarantee that there would not be additional charges, especially in this instance. As for the transmission issues, they WERE NOT related to any service we provided on the front brakes, a fact which you know was confirmed when you brought your vehicle to another local shop.