Jeremy Walker

Review of Gary's Automotive and Truck

I was calling local mechanics in Abilene to get es...

I was calling local mechanics in Abilene to get estimates on how much it would be for them to replace the spark plugs in my SUV. The first place I thought of was Gary's Automotive, because the company I work for has used Gary's many times over the years to work on company vehicles.

An employee named Sean answered the phone and I told him about my situation and asked first, if they did spark plug work on vehicles, and second, if he could give me an idea of the cost to do it. Sean told me that they do spark plug work, but that they were a week out with other customers. I told him I understood and asked if he could go ahead and give me an estimate for the work. "I'm going to pass," he said abruptly.

"You're going to pass on..." I started.

"I'm going to pass on the job," he said with haste and annoyance in his voice.

"Okay," I replied a little confused, as I had not offered him the opportunity to work on my SUV...but was simply trying to get an estimate on the work.

"Okay, thank you sir," he said and hung up.

My wife, who had been in earshot of the conversation, was rightfully upset about the interaction, and called Gary's to see if she could get the info I was looking for. Sean answered her call and she told him that I had just called about an estimate on spark plug work, and Sean, much more professional then he had been with me, took the time to give her an estimate of how much the work would cost.

This was my experience with Gary's Automotive in its entirety...and while their estimate for the spark plug work was reasonable (in fact, they had the cheapest estimate of all the ones I inquired about that day), their staff members (Sean) customer service was not to the standard that I'm sure this business is trying to uphold. In the end, in this case and in the future, I will not be visiting Gary's Automotive for my vehicle maintenance needs.

If Sean or anyone else ever reads this review, I hope you see that I"m coming from a place of practicality. I've worked in customer service myself, and I know that one of the most important jobs we have in honoring our customers is carefully listening to what their actually asking for and not making assumptions that cause you to represent your company and yourself, in an unprofessional manner.

I am leaving a single star rating on this review because Sean was respectful and helpful to my wife, and I appreciate that.