For four years I’ve taken my family’s vehicles to this Auto Repair shop in partnership with Napa, recommended by family friends. I’ve had some bad experiences there, but they were always corrected by the workers, so I kept returning. Last Wednesday, I brought my car in because the ABS and brake lights were on. They spent 2 hours and told me they couldn’t find the problem. They said I wouldn’t be charged since no solution was found, but rescheduled me for yesterday when an “advanced technician” would be available. I asked Cara twice if I’d be charged $85 for that visit, and she said “yes” both times.
I had to miss work both Wednesdays. I rely on my car for work and live 40 minutes away, so I wasted time and gas. I dropped off my car at 8 a.m. yesterday and had to ask a friend for a ride so I wouldn’t be walking highways again. At 10:59 a.m. I called because they hadn’t updated me, and I was worried they’d start working without asking. I’m a full-time university student working minimum wage 5 days a week. I can’t afford surprise charges. We only wanted to find the problem, and if my father (who knows some mechanic work) could fix it, we’d take it back.
Cara Bearden called me at 11:07 a.m. asking what my cap was because the bill was already at $170. She said this after telling me their computers couldn’t connect to my car’s system, so the mechanic hadn’t found the issue. I was so upset I didn’t call back. I got a ride back and spoke with her in person. When I said I couldn’t pay nearly $200 for no answers, she got defensive and started arguing. I didn’t raise my voice or disrespect her. I’ve worked customer service jobs and know how customers should be treated. Cara didn’t treat me like a long-time customer. She interrupted me constantly and made me feel stupid. I had to hold my hand up just to speak. I’ve never had to do that with anyone. This experience has traumatized me from going to any mechanic shop. My tone was respectful the entire time—hers wasn’t.
I asked to speak to someone else. She said there wasn’t anyone. I asked for a manager—she said that was her. I asked if she was the owner—she said no. I asked for the owner’s name or contact info—she said she couldn’t give me anything except that it was a woman. I asked when I could speak to the owner, and she said “she comes and goes Monday through Friday.” When I asked “so there’s no way to contact the owner, not even an email?” she stood up and said “let me see what I can get you,” then left. I was shocked by the way I was treated. Maybe she felt free to mistreat me because of my age or inexperience.
Cara said I had to pay for services rendered. What services? They didn’t find anything. She kept saying they didn’t know what was wrong but I still had to pay. She compared it to paying $200 for a doctor visit. Human life is essential—vehicle checks are important but not the same. If she values her life as much as her car, that’s her choice. Not all of us can afford to even go to the doctor.
After arguing, she billed me $85. They have a small handwritten sign saying it’s $85 per hour for diagnostics, but I booked by phone and was never told that. I shouldn’t have paid. It’s not my fault their equipment wasn’t good enough to find the issue. Cara said they wasted time and resources. What about me? Do they think customers just sit around playing hopscotch while waiting? I wasted 8–9 hours between both days. Wasted gas. Lost work time. Spent money on food while waiting. Who repays me for that? What about the disrespect? I guess customers’ time and resources don’t matter to S&K Napa Auto.
At the end, Cara told me to take my car somewhere else. I wasn’t planning to return, but that sealed it. I’m glad there were witnesses. If the owner wants to contact me, the shop has my number. I’ll also contact NAPA and let them know what kind of service is representing them. As a young woman, I fear going to auto shops because of experiences like this. The disappointment is that it happened in a woman-owned shop with a woman employee.
It’s unfortunate that a business in a small town is this way.
3 out of 5 guys at the counter have an attitude, their prices on a few items were exactly double the oem part. They charge a service fee to use credit card and won’t refund service fee when they give you the wrong part.
It would be a strange and rare day led by unforeseen circumstances that i darken their doorway again.
Ive had two experiences with the shop connected to this napa where i had brand new parts put in a truck that they tried to tell me was bad because they didnt realize that i just had it done and a second occasion where i was told 360$ on a 40$ fix done in mins. Rip off rip offf rip offf you been warned
Called about some car audio parts and all I received on the other end was “NAPA!” So I didn’t know if they were even talking to to me or not and when I asked if they had was I was looking for all I got was a “NO WE DO NOT” and then they hung up immediately after I said “ok”
A1 service did everything they could to help me get the parts that I need walked out to my truck access the situation made a recommendation thank you so much for your customer service I was very grateful and thankful
I've always had a good experience. The staff is always friendly and helpful. They are also a good place to have hydraulic hoses made. I will continue to do business with the parts department for my equipment needs.
I have just went to Napa Dayton because I saw online Napa oil on sale . When I got there I was treated as if I lied to them and held up for twenty minutes while they continuously said I was mistaken. Finally gave me the sales price
Last trip to Napa which has always been my parts store
My son and daughter- in - law have taken to different cars to be fixed a Subaru and a focus i know the guys that at the shop knows what I'm talking about i thank you at the shop should make it right ???
Full of trained, honest, and excellent auto technicians. These guys are not hacks, and while they aren't cheap, their quality is worth every dime. If I have car problems in Dayton, I don't go anywhere else.
After a full front end repair from another company I was still having the same problem with the front end of my Mustang. The mechanics at Napa figured out it was just the tire sensors that had broken and were rolling around inside the wheels. Thank you so much for your expertise.
My car battery was on it's last breath. I went to NAPA and bought a new battery. I was so impressed that without even asking, the sales rep. went outside and installed it. Great customer service. Thank you NAPA, you are the best!
I have had service work performed on my truck as well as purchased a set of new tires for the vehicle, and I have found NAPA Auto Parts of Dayton, TN, to be excellent in every way. They also have performed work on my Honda Civic, and their work and professionalism are always top notch.
Great staff and quick service. Bought tires and went there for an alignment but they were slammed. I didn't want to drive 4 days needing an alignment. One of the staff members made one phone call and got me in at closing time at another business. They care about their customers. Outstanding customer service!
Yes they were fast. Once you got your car in the shop. But I made 2 trips to have my car looked at and was told it was spark plugs that had went bad due to a bad gasket that was leaking oil. I made appointment and got it back to running correctly but ever since I smell oil burning. I took it back twice and they tell me the same story . "It will burn off" well now a year and half later it still hasn't stopped smelling. And now I use oil like crazy. So I'm not going to brag about this place cause I don't think they fixed the whole problem and wasn't making any effort to find out what is wrong. So my opinion, for a $800.00 service bill. I'm not happy with my service at all.
Always fast, knowledgeable help here at NAPA of Dayton. My uncle is an excellent mechanic, and this is the parts store he recommends. I've always had good experiences with their NAPA branded oil, filters, and other parts, and the price is reasonable.
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