We used this shop to do maintenance on our one of our vehicles. When we arrived to pick up the car, they could not find the keys anywhere...apparently someone dropped the key in the middle of the street on the way to the convenience store. The key was ran over and no longer works. They paid for the key but now we have to go back to the dealership to get another key made. Very unprofessional and will not be going back.
Mr. Jacobs, To say we failed you and your company during this service experience is an understatement. First and foremost, I am truly sorry for your experience, the damage to your property, and the inconvenience your incurred as a result. Not only is this a teachable moment, it is also a humbling one as we have prided ourselves on service excellence for so long. While we do have very specific processes for things like test driving routes and key handling, not every system or human is infallible. How we recover from our mistakes is just as important as the lessons they teach. I would love to have said the key was in the technicians pocket and fell out as he was crossing a road on a break. Because we believe in honesty and integrity, the truth is, the technician placed your transponder (or key) on top of the vehicle to prevent it from being locked inside during service. Since the key was in close proximity to operate the vehicle, he was able to start and test drive the vehicle--with the key still on the roof. A pure oversight. The fastest way we could correct or replace the damaged transponder was to cover the cost. There are certain laws in place to protect vehicle owners from having duplicate keys made--usually proof of ownership is required among other documentation from the repair facility. The bottom line is this--I wholeheartedly own the mistake made at my facility and the manor in which it was corrected. As bold as it may seem, I would like an opportunity to not only make this right but show you just how great my team truly is. Please feel free to contact me...
- B&B Automotive Services