I brought this to the attention of two associates that were working there (as the mechanic that did the installation did not speak English) and they took note of the messy install and acknowledged the scratches. They cleaned the fingerprints off and told me to discuss the scratches with the manager. The manager had left for lunch, so when he returned I dropped back by. His demeanor certainly wasn't as friendly pre-sale, and said that the mechanic denies scratching the plexiglass and that it likely came like that from the factory. At this point, it's his word vs. mine and here is where customer service will make or break the business - and here is where they failed:
After the install was done, I received no phone call letting me know it was ready for pickup. When I came in, I inspected the work to find that the clear plexiglass cover for the air intake was full of fingerprints and had been scratched in several places.
I wish I could echo the praise of other customers here, but unfortunately, I didn't have a great experience at Sam's. I went to have a high-end aftermarket air intake installed in my truck. As I went into the garage, I said hello to a mechanic and was "greeted" by saying nothing and pointing to the main office, promptly giving his attention back to his phone. At this point I was hesitant and I should've trusted my instincts and moved on to another shop. The manager quoted $150 and assured me the installer mechanic was "great".
High professional auto care services and AC repair, very reasonable price, costumers recommended and high yalp reviews, friendly customers service
Professional. Knowledgeable. Kind and considerate. I bought ny car fron Sam. My friends did too. I always come back for maintenance because I trust Sam and his crew. The best in Austin.
I was told, "there is nothing they could do" and to "contact the manufacturer and tell them it came scratched and see if they will replace it." He also said "we don't typically do these kind of installs" and "we aren't familiar with that brand [of intake]." He also noted that the plexiglass was covered in protective film on both sides and that potentially pulling the paper off scratched it.... I've worked with plexiglass in the past on several occasions, and never has pulling the protective film off scratched the plexi.
As a business owner you need to go above and beyond to ensure the satisfaction of your customers - which means in this scenario, getting in contact with the manufacturer of the intake and ordering a new part, and making it right - regardless of fault. If they want to tell the manufacturer it was scratched, brand new in the box, then fine - but they shouldn't off-load that to the customer that paid a pretty high price to have this installed. Too, at minimum, offer some sort of financial compensation as an act of goodwill to cover the cost of the replacement plexi cover and the time spent going back and forth because of a lack of care and attention in the installation. Even if it were scratched in the box, I should've received a call saying "hey, we just want to let you know this piece was scratched out of the box, do you want us to install it or not?" Just simple preventative and informative communication - the type of communication that shows they're looking out for the relationship - not the bottom line. But I guess communication isn't their strong suit. Hoping they reach out to make this right...
Sam’s was recommended to me by a friend and since it was the close to work I decided to take a chance. I knew I needed a maintenance check but hadn’t planned on taking my car in at this time. Unfortunately the engine light came on and I knew if I kept driving the damage could only get worse. Best decision I made. They took care of the car immediately: calling me to let me know what they recommended, what it would cost and how long it would take. The work was done when they say it would be and cost what they said it would. They were also kind enough to give me a loaner even though they had never worked with me before. I’ve gone to several mechanics since moving to Austin and these gentlemen by far are the most professional and honest.
The check engine light was on in my wife's car. I took it to another place, and called another, both wanted $100 to do a diagnostic. Sam did it for free. After checking it out, he came in and told me there was a leak in my evap system that could most likely be fixed with a new gas cap. I drove down to the auto parts store and bought one for $11.50. Sam and his team have earned my business for the rest of the time I am in Austin.
Sam S Auto Care is a US Car Repair based in Austin, Texas. Sam S Auto Care is located at 1602 S Lamar Blvd, Austin, TX 78704, USA.
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