The people I interacted with at the shop were very sweet and I appreciated the shops client interface where they included photos of all the things that need fixing (I appreciate having a visual reference rather than taking someone at their word because a woman, I’ve been lied to by mechanics countless times before). During their routine inspection of everything with the vehicle, they noted my air filters needed to be changed. I declined the service and picked up filters to change myself. I swapped out my cabin air filter for the dirty one no problem, but imagine my surprise when I look at the engine air filter cover and notice none of the clips are closed… I open the cover and there’s no air filter! They noted my engine air filter was dirty and got a picture of it and then proceeded to forget to put it back in after I declined to have them change it for me. I understand everyone is human and mistakes happen, but I shudder to think how much dirt could have gotten into my freshly switched oil had I not gone to replace the filter before my upcoming trip. I would bring my car back here, but would now feel the need to double check everything before driving off the lot…
Thank you for taking the time to share your experience. I'm glad you appreciated our friendly staff and our digital inspection process with photos. We strive to provide transparent service, especially given the unfortunate experiences you've had with mechanics in the past. I deeply regret the oversight with your engine air filter. You're absolutely right - this was a serious mistake on our part. We take pride in our attention to detail, and this lapse in our usual standards is unacceptable. I'm thankful you caught this before your trip and understand how this incident has impacted your trust in our service. Your feedback is invaluable, and we'll use it to improve our quality control processes. We'll be conducting additional training with our technicians to ensure this type of error doesn't happen again. I would welcome the opportunity to regain your trust. If you're willing, I'd like to offer a free inspection and oil change at your convenience. This would allow us to double-check everything on your vehicle and demonstrate our commitment to providing reliable, high-quality service. Again, I sincerely apologize for this oversight and thank you for bringing it to my attention. If you have any further concerns or would like to discuss this matter further, please don't hesitate to contact me directly. - Brian
- North Eugene Automotive