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METRO MOTORS

COLDER
January 10, 2017 06:02PM

Registered: 9 years ago
Posts: 180

Just had one of the worst customer service experiences I have ever had.. Here or on the mainland
Took my wife's car into Metro, still under warranty, with a transmission/clutch issue.
Metro knows what the problem is, it is under warranty and they have the parts in stock to fix the problem.
The service writer does tell me that they are a "little" back logged and they can not do the repairs right away. Not a problem.
A week later I stop in to see how they are doing and they are still "working on it"
After stopping in once a week for 4 weeks I see the Service manager, Nathan, and he tells me the parts are back ordered.
When I confront him that the parts where in stock when I dropped off the car 4 weeks ago he then physically checks on my car.
The repairs are done but the technician hears a "strange" sound but the head mechanic will be in on Saturday to check it out and the service manager would call me on Monday with the results.
I went to Metro last Saturday and the service center was closed.
Monday came and went and no call.
I stopped Tuesday morning and told the service manger I had missed his call, tongue in cheek as he never called on Monday.
But the repairs were done on Monday.
When I asked why he did not call. " he was busy"
When I asked why he did not follow up after 4 weeks he told me "he did not check the car in and it was not his responsibility"
I told him he is the "f...ing manager and it is his responsibility, but he still dodged his responsibility
4 + weeks the car was in the service department and not one call to me from Metro to update me on their progress.
Metro does not give a shi.. and are a bunch of liars
Stay away from these guys

Re: METRO MOTORS

janeinstx
January 10, 2017 08:11PM

Registered: 5 years ago
Posts: 618

STX I assume? They had my car for over 6 weeks once

Re: METRO MOTORS

singlefin
January 10, 2017 10:13PM

Registered: 4 years ago
Posts: 581

We're they able to fix the problem?
Is the car back up to par?

Re: METRO MOTORS

rosesisland
January 11, 2017 07:09AM

Registered: 5 years ago
Posts: 605

I use Metro. Just recently had a transmission problem. Seems the only guy that works transmissions is only in the shop a few days per week. I always make an appointment because of that reason. My transmission needed a computer update or that's what I was told. They kept it over night and I picked up the next day. I've used them several times. Only problem I've had was getting my appointments arranged to work with my schedule.
Sorry you had a bad experience there.

Re: METRO MOTORS

COLDER
January 11, 2017 07:10AM

Registered: 9 years ago
Posts: 180

The problem it went in for is fixed
Now there is a new vibration issue and I'm just not ready to let them have the car for another month yet

Re: METRO MOTORS

Alana33
January 11, 2017 09:08AM

Registered: 5 years ago
Posts: 11,608

Don't they give you a loaner if they keep your car that long?

Re: METRO MOTORS

speee1dy
January 11, 2017 09:18AM

Registered: 9 years ago
Posts: 8,282

if thats the worse customer service you have ever received, you are doing pretty good

Re: METRO MOTORS

Alana33
January 11, 2017 01:37PM

Registered: 5 years ago
Posts: 11,608

I had an automotive service keep my truck once for a month but they gave me a loaner to use for the duration. This wasn't the regular mechanic's garage/servIce that I normally use as I was having body work done to get rid of rust, install new side panel and fender, interior carpeting and have it repainted and remove any rusting under the bed liner.
I was glad to get my truck back.
Can't imagine being without a vehicle for a month or having to rent one for the duration.

I've always had excellent service from my regular mechanic's automotive service that I've used since he was a shade tree mechanic to owning his own 3bay garage. I never take my vehicles to anyone else.

Re: METRO MOTORS

singlefin
January 11, 2017 01:50PM

Registered: 4 years ago
Posts: 581

I'm thinking there's more to this story.

Cursing out the Manager certainly won't help you out in the future here.

They were always good to me.

Patience is a naccessity in the VI.

Re: METRO MOTORS

Alana33
January 11, 2017 03:50PM

Registered: 5 years ago
Posts: 11,608

A month of patience is more than enough, I would say!

Is Metro Motors the one Mr. Sausage In a Can can't stand?



Edited 1 time(s). Last edit at 01/11/2017 04:34PM by Alana33.

Re: METRO MOTORS

COLDER
January 11, 2017 05:24PM

Registered: 9 years ago
Posts: 180

I had been very patient for a month and once a week I stopped by to see how they where coming along with the repairs and was very respectful of the people I spoke to.
I was OK with the repairs being completed in the 4 weeks time.
What I was not OK with was the non communication to me from the service department and the service MANAGER telling me it was "not his fault" and his department did not communicate with me or that he did not call me back when he told me he would.
I have been on STX for 10 years and I know how things work here.
The lack of taking responsibility by the manager is was set me off..not the length of time it took to repair the car..

Re: METRO MOTORS

SausageInTheCan
January 11, 2017 05:29PM

Registered: 4 years ago
Posts: 396

Nope it is Caribbean Auto Mart. However this is what happens when businesses on island screw with people who are top in their field and we get stuck with the morons that are left over. You bring your car for one problem and they break something else.
I'm guessing that since the vibration was not there before the clutch was installed, the "mechanic" installed something incorrectly or bent something doing the job and now it is out of balance. It is a no brainer.

Re: METRO MOTORS

Alana33
January 11, 2017 06:21PM

Registered: 5 years ago
Posts: 11,608

Automotive service seems to suck on STX.

However in all fairness, most "service" does.
Take your pick.
When you find "good people" to do good work, treat them well.

Re: METRO MOTORS

wooh
January 11, 2017 07:02PM

Registered: 3 years ago
Posts: 27

Nathan at Metro told me that they never do loaners. I had to rent a car for a week - not inexpensive. I really don't think that they keep parts on hand. They were looking in STT, San Juan, and Florida for a brake part for my Ford Edge.

Re: METRO MOTORS

SausageInTheCan
January 11, 2017 07:22PM

Registered: 4 years ago
Posts: 396

Auto service sucks almost every where. When they do find good people they are treated like crap. Instead of paying top dollar for a top tech, they hire three idiots for the same price and hope they get it right. They sacrifice quality for higher productivity.

Re: METRO MOTORS

Gumbo
January 11, 2017 08:11PM

Registered: 3 years ago
Posts: 464

Quote
SausageInTheCan
Auto service sucks almost every where. When they do find good people they are treated like crap. Instead of paying top dollar for a top tech, they hire three idiots for the same price and hope they get it right. They sacrifice quality for higher productivity.

Spot on

Re: METRO MOTORS

Scubadoo
January 12, 2017 12:22AM

Registered: 3 years ago
Posts: 1,788

Quote
SausageInTheCan
Auto service sucks almost every where. When they do find good people they are treated like crap. Instead of paying top dollar for a top tech, they hire three idiots for the same price and hope they get it right. They sacrifice quality for higher productivity.

You get what you pay for, or at least the service is proportional to the cost.
You have to go to the BMW/Mercedes/Lexus stealers to get better service and even then there's no guarantee it will always be perfect. But at least when it's not they will usually bend over backwards to make sure you are satisfied. The OEMs follow-up with service rating questionnaires to make sure their dealers are performing to standards. Too many bad ratings and they may lose their dealership rights. Those dealers hire ":technicians" with proper training and then give them OEM specific training. And competition across the dealers has a lot to do with performance as well.

We don't have the market size to support those dealers on STX and with little options and competition on STX there's little motivation to perform. And they don't want to carry a lot of parts inventory cost for the small market either.

Re: METRO MOTORS

AandA2VI
January 12, 2017 04:44AM

Registered: 5 years ago
Posts: 2,102

At least you have a car.... sorry I had to. sad

Re: METRO MOTORS

speee1dy
January 12, 2017 07:44AM

Registered: 9 years ago
Posts: 8,282

no, that is caribbean auto mart-which we do not have on stx anymore.


Quote
Alana33
A month of patience is more than enough, I would say!

Is Metro Motors the one Mr. Sausage In a Can can't stand?

Re: METRO MOTORS

speee1dy
January 12, 2017 07:46AM

Registered: 9 years ago
Posts: 8,282

and you are lucky you have the money to buy another car.

Re: METRO MOTORS

East Ender
January 12, 2017 07:54AM

Registered: 12 years ago
Posts: 4,860

I have always had great service at Metro on St Thomas. Must be a Crucian t'ing...

Re: METRO MOTORS

SkysTheLimit
January 12, 2017 06:26PM

Registered: 10 years ago
Posts: 1,821

Quote
Alana33
Automotive service seems to suck on STX.

However in all fairness, most "service" does.
Take your pick.
When you find "good people" to do good work, treat them well.

I get wonderful service most places I go on STX. Never been to Metro. I stay away from the car dealers.......
Under warranty you are kinda stuck though.

Re: METRO MOTORS

SausageInTheCan
January 13, 2017 11:07AM

Registered: 4 years ago
Posts: 396

Quote
Scubadoo
Quote
SausageInTheCan
Auto service sucks almost every where. When they do find good people they are treated like crap. Instead of paying top dollar for a top tech, they hire three idiots for the same price and hope they get it right. They sacrifice quality for higher productivity.

You get what you pay for, or at least the service is proportional to the cost.
You have to go to the BMW/Mercedes/Lexus stealers to get better service and even then there's no guarantee it will always be perfect. But at least when it's not they will usually bend over backwards to make sure you are satisfied. The OEMs follow-up with service rating questionnaires to make sure their dealers are performing to standards. Too many bad ratings and they may lose their dealership rights. Those dealers hire ":technicians" with proper training and then give them OEM specific training. And competition across the dealers has a lot to do with performance as well.

We don't have the market size to support those dealers on STX and with little options and competition on STX there's little motivation to perform. And they don't want to carry a lot of parts inventory cost for the small market either.

The high end dealers are no different. Factory training is a joke. I knew more before I went for Chrysler training. It is merely a formality for the dealer to retain it's franchise. If you don't send techs for classroom and web based training the manufacturer can revoke it. If you allow a tech to perform a warranty repair in an area he or she is not certified in the manufacturer can also refuse to pay the warranty claim and they have to do the work over again for free. All of a tech's experience comes from hands on in the shop and mentoring from a senior tech.

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