Called Velocity about an annoying exhaust rattle that comes and goes along with remove mufflers and add straight pipes to my Nissan GTR. My appointment time was at 1pm on a Thursday so I left work early to get my car in. I was told they would look at my car and get back with me later that night. Never heard back from them the rest of the night. I was expecting to hear from them early morning being they did not call Thursday night. I gave them till 11am Friday and started to wonder if things where not going smoothly.. Concerned at this point of course. I called them several times with no answer.. At this point I am getting the feeling that they are avoiding my calls and message. Finally an hour later I call one last time right before noon and I get an answer. I asked about my car and they tell me that they have not even started on it. I was also told that their tech was doing research on the exhaust Thursday night and decided he did not feel comfortable performing the work.. Which I am thankful for his honesty. The problem is.. Why is my car sitting there before they do research and decide not to perform the work? The next problem is that my car was left outside over night because they failed to start on my car Thursday night like I was told. At this point a few things are now upsetting to me along with wondering why I didnt recieve a call to inform me my they would not start on my car until the following day... Which would have allowed me to make a decision as to whether I wanted to leave my car outside in their open parking lot! I just could not believe how many unprofessional decisions where made all during a single visit! At this point I told them not to start on my car and that I would be there to pick it up. I was then told.. "Ok.. We will let you pick it up and we will not charge you".. Uhm.. Why would that even have to be said??? My car sat in the same exact spot where I left it for an entire day and was not touched. I was also told that they still could diagnose the rattle if I would like. Now the whole point was to get the muffler delete and rattle taken care of all during the same service to avoid two service fees and to save me time from multiple visits! Soooo disappointed and saddened because I have been to Velocity before and the service was acceptable.. This is not anywhere near acceptable! Not sure if this is a sign of the start of decline for Velocity but, I will not be back to find that answer out!
Cliff, I am very sorry for your experience. I want to accept full responsibility that we dropped the ball. The technician we needed to work on your car did some preliminary research yesterday and was not comfortable altering the exhaust on a Nissan GT-R. We were planning to have him look at the rattle this morning. That technician called in today with a 6 month old baby that had a 102 fever so needless to say it threw our fully scheduled day in to a tailspin. We should have called you right away but I think we were trying to squeeze it in and obviously it came off poorly. I promise you we have not begun to decline, we are as skilled and as dedicated as ever but sometimes mistakes happen. Your experience is one of them and I apologize. If you’d like to give us another try I’d be glad to extend you 50% off your next service. -Brent Kilmer, owner
- Velocity Tire & Auto