I started bringing my car to Next Level Automotive mid 2023 and I had only good experiences until the last time I had an appointment. Some of the blame can be on me for not wondering why they never had me sign anything confirming the services but I felt slightly taken advantage of after my last experience there. I was recommended to replace my struts because my car hit 100,000 miles but I could not afford it at the time so I decided to just get an alignment (which was recommended as well). I had put alignment with suspension in the description for my appointment not knowing that suspension meant the replacement of my struts. I feel as if I should’ve been reminded before my appointment that it was a $2,000 service, not everyone just has $2,000 ready to go. As a person who doesn’t know a lot about cars, how was I supposed to know suspension meant struts. So if you do go to Next Level Auto for your car services I do recommend double checking what you are getting done before the appointment.
Reply from the business:
Mar 24, 2024Molly, thank you for the review. When you had come in and we recommended the struts due to mileage and the manufacturer recommendations. When replacing the struts an alignment needs to be done to get the suspension aligned correctly. That did you Declined the work due to finances, as you stated here. Then the confusion came when you scheduled the appointment and put alignment with suspension, we used the quote for the previously declined work. We also take blame for not confirming the total price again for the struts and alignment. So when you were surprised at time of pick up, we did the best we could to discount it down 14% off the whole job. We have completely changed our process as we stated we would and we now send all clients a digital estimate that they can review, accept or decline every individual repair and then electronically sign. We are sorry that this happened on your last visit. We truly valued you as a client and we know that we took this as a learning lesson as well and we hope you will give us another chance at earning your business. We did not take this lightly and instantly adjusted the cost for you as much as we could and changed our process for everyone. Please call if you have any further questions or would like to discuss this further. Thank you.