What clients say about Quick Lane in Litchfield (IL)
I took my car in Wednesday at 4 for an alignment. Around 5 pm the tech snapped the eccentric bolt off. No where in town had the bolt so they would have to order it. Fine, no big deal, things like that happen. I stated I had no one to pick me up and that was my only means of transportation. The receptionist Bill stated they didn't do rentals so basically I was out of luck. Didn't offer a shuttle, nothing. I called for a ride which was in Edwardsville. But the shop was closing at 530 and they made that clear so I had to go next door and stand in the showroom to wait for my ride. Thursday at 1:30 in the afternoon I still hadn't heard anything so I called to check on the progress. I was told the bolt was ordered. I proceeded to ask when the bolt would arrive which I was told Friday morning. I got a call Friday at 10:30 stating the bolt was stuck in the lower control arm and I would need to replace that part. Fine, call and get the part and put it on. I stopped out to check on the car at 4:15 Friday and they hadn't even got the old part off. They were using a sawzall trying to cut the bolt. They said they had been using the saw for 2 hrs with no luck. At that time you would think they would go over to their shop and ask a mechanic for help. I stated if it needs any more parts please stop and don't continue. Don't do the alignment because if it needs more parts you won't be able to align it. I called Saturday at 1 and they stated the part was on and they had it on the alignment rack all was good it would be done in 30 minutes. They would call when it was done. At 2:30 they called and said it was done, but they couldn't do a good alignment due to it needing more parts. So after I told them Friday to not align it if it needed more parts they went ahead and did it and charged me full price for a car that isn't aligned. So now I paid them 709.00 for a lower rear control arm and alignment and my car isn't aligned.
It wasn't horrible; but certainly not a 5 star experience. First, when I arrived, I was only quoted the most expensive oil change option. It wasn't until I sat in the office and saw the price list, did I come to see other options. I'll blame myself for not asking, but if that was the only oil available, that should have been explained to me.
Next, I saw there were issues with my skid plate slightly hanging before I got there. (My vehicle had been parked for several months, so I could see a little. But as I'm watching the conclusion of my service, I can see that the young man was struggling to get it flush with the bottom of the car. He could not get it to stay hidden from view and I literally saw him kind of shrug his shoulders and just deem the issue resolved even though it was hanging worse than when I brought it in. As I was checking out, I mentioned this to the technician and she stated, "yeah, he said it was missing some clamps". In my head, I'm thinking "And so you weren't going to mention anything to me about it"? Because it was late on Friday and we were going to get on the road, I figured my primary option was to get that addressed once I arrived in Chicago. So basically we endured 900+ miles of this thing dragging. (We did make futile attempts along the way to get it addressed but couldn't. Finally yesterday morning, I took it to a Jiffy Lube, explained the issue, fully expecting that I may need to just have them take the part off and have me do a permanent fix after getting back to Dallas. Well lo and behold, they were able to address it so it was no longer in sight or dragging. It took al of 2 minutes to correct.....On to the next thing....
The tech did tell me that she reset my maintenance schedule settings. That is great; however, in order to see the settings on the screen, you had to navigate past that big old Tire Pressure monitor light that was illuminated. I honestly didn't know that they could put air in your tires, and that was the next errand I was going to run. I was just going to go to Discount Tires for that. But as I was getting back in my car, two other vehicles pulled up to get air. Therefore, I had to ask for them to do that.
So from the revenue standpointI'm sure the boss is happy: I was only offered the most expensive oil; and through suggestive selling, I purchased an air filter. However, from a 5 star perspective; those little things that don't generate revenue, but gives the customer the feeling that they care about you, this experience fell short. I passively mentioned we were getting on the road, as most people are on a Friday holiday weekend. How about ensuring people are truly roadworthy so they'll want to come back?
Brought in my Jeep to have the passenger side tire swapped. Brought in a tire that matches the other three on the vehicle. The passenger side tire was bald and a different model than the other three (old spare I swapped on), and the replacement tire was the same model as the other three and clearly a match by appearance and tread. I communicated "right front" and "passenger front" verbatim, and the shop manager even looked at the tire in question that I wanted swapped. I don't know if this is due to miscommunication on the part of the shop manager or incompetence on the part of the assigned technician, but they managed to swap the replacement tire onto the driver's front wheel??? And then had the nerve to tell me "you can make an appointment or walk in and wait, don't worry we won't charge you to put it on the right wheel". I'm not sure what's worse -- not prioritizing mistakes made on work already paid or saying anything about payment aside from a suggestion of a refund. Entirely unprofessional to even suggest a favor is being done by not charging me to correct the mistake.
Now I'm driving my work truck on a bad tire for a few days instead of a few miles. I do not recommend taking your vehicle here for even the most simple of jobs. I will be coming in to collect my good tire they charged me to dispose of and to speak with management at Victory Lane about this undesirable service experience.
Attached is a photo of the tire I wanted swapped on, the tires that I didn't want swapped, and the balding tire that was clearly what I wanted swapped according to the details I gave them when I dropped off the key and the vehicle.
the crew here were super helpful and fixed us up in a jiff. We’re a touring band and they fixed the flat super fast and had us on our way. Very nice and accommodating. Soda machine is lit.
Always clean. Very prompt service. I don't feel that they discriminate against me as a woman. Some places do! I drive out of my way to get my oil changed here. I highly recommend.
The people that work there are awesome they let you look for what you want not what they want they don't push you into anything they give you options and they let you decide and it don't take long at all toget everything done to take a car home and I did some price checking I feel like they was the most reasonable prices I'm happy with my pick
They do a great job here. They have some real benefits here. They will be pick up your car and drop it back off while you are at work. They really try to work with the customers to make things work out. They have the best price for alignment as well.
Had transmission overheating, and they were close to thier closing time and they still brought us in and were very helpful and friendly, good people, highly recommend
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