Pleased with the resolution
Billy Duffy reached out today after investigating the complaint. He spoke with all parties involved with this service and the last, determining that the broken part was not touched during the last service. Despite the fact that the broken part was apparently not his technician’s fault, he offered to replace the part at his expense. I declined because, if it is not his fault, he should not pay for it. I appreciate the speed with which he conducted an investigation, contacted me, and offered a resolution. Duffy’s clearly takes customer service very seriously and, because of this, I would recommend them and will likely use them in the future. Thanks for the follow up.
Response: Appreciate your time and understanding the situation. We do strive to provide great customer service and value each customer that graces our door.
Not pleased with accountability
Took our vehicle in for an oil change and state inspection. Service writer told us that we needed to replace a $130 part as a result of an over-tightened drain plug. The last oil change was done at Duffy’s, but the service writer denies any possibility that this could have been caused by his service tech at the last change because “they are very thorough”, but he is not sure why, despite their thoroughness, they wouldn’t have noted the damage previously or documented the need for an alternative means to change the oil last time they changed it.
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