NAPA AUTOPRO

Brought two of my vehicles in for major work. One was a steering rack, the other an exhaust manifold. Both jobs were done professionally and properly. These guys do great work at the right price. They are honest and treat you right. Thanks to Alan, Greg, and the great mechanics in the back shop!

My friend recommended Alen and Greg to me about 10 years ago, never thought that it will be the best thing that ever happened to me. The customer service and the professionalism is amazing. They are very reliable and honest!! When they fix your car, you can rest assured that your car will be in good hands. I also recommend them to anyone looking for a reliable and professional work/service. So thankful for them!!!

I have been coming here for the last couple of years ever since moving to the Pickering area as these guys have a reputation of being cordial and honest. In that regard, I have nothing to complain about.
I am, however, disappointed with the last few visits, as a recurring customer, where I felt a declining quality of customer care.

The first problem (minor inconvenience) happened when I booked a serpentine belt replacement job with a couple of weeks notice and to my surprise when I got there they asked if I had brought the part myself. So I had to sit and wait an extra hour or so for the parts car to arrive with it. I thought, that is fine, I know these guys can get busy and sometimes appointment details may slip through the cracks. That happened in early May.

The biggest problem however happened a month after (June), when I started getting a terrible squealing and chirping noise every time the car would accelerate. This happened exactly one week before I had a planned trip of +1,000km to visit family south of the border. Okay, I thought again, maybe the belt was bad or there is another underlying issue, and I just needed to talk to these guys to take a look at it. No harm no foul.

So I went on a Tuesday (trip was planned on Saturday) to try and at least get it looked at before then and got met with "we're too busy sorry", even when I asked if they had anything up to Friday and mentioned it was kind of an emergency. That was the first time I asked for an urgent favour, and thought, based on the reviews here and being a recurring customer, they would try and at least be a little understanding and flexible, with a job that shouldn't really take more than an hour of their time. Nope.

Ended up having to drive anyways since I had no time to go to another shop between work and other commitments, and on the way before crossing the border I had to stop at a random shop just to make sure that the very loud noise wasn't anything too serious. That shop told me the belt was bad and also losing tension, which they adjusted but not replaced. By the time I am already in the US, the car is just screaming the whole way and I am very worried I won't finish the trip. Luckily I got to my relatives' place in time and with no issues and ended up having to fork $680USD ($1,000) to get it fixed down there (belt, tensioner and whole assembly replaced). So that was on top of the $230 charged from this shop to replace the belt the first time, plus the $70 diagnosis from the random shop before crossing the border. There is no point in even coming here after all this ordeal now, while I am also left wondering about the quality of the part that was installed as well as the attention to detail during that job.

Granted after that appointment, I also did a wheel alignment (in late May) and while waiting I overheard the front staff talking about my appointment in a manner of "whatever, 'this guy' just asked for the alignment, just return the key" as if I am just there being a burden to their time.

When I first came here a few years ago, after reading reviews and talking to the guys at the front, I thought I had found a shop I could count on and I was genuinely satisfied with it. After the last few interactions and the recent services, I feel like I have been let down as a customer and the professionalism has dropped significantly. Nevertheless, I still want to thank Al, as every time he was at the front desk I always felt treated as a valuable customer.

But unfortunately, you guys lost the trust of a customer who used to respect and value you but recently realized that the same was not reciprocated.