Need outside opinions on customer service issue
I drive in in the morning, wait 5 hours. Granted they were busy, I scheduled an appointment. While his wife was nice, and she got me a burrito. Turns out my bill was $400+. He said gaskets weren't included in his quote. Instead of the $25 code delete, he wanted me to buy one of his maps ($175).
Overall, EQ was super helpful before they got my business. Once they did, it seemed like I was just pushed aside. His wife saw that I didn't expect the extra bill, and she was nice enough to comp the lunch.
My next tuner told me there was a setting on my map (coming from EQ without asking for a tune) that was making my car use more gas. Whether he changed this without my consent or whether the previous owner had done it I have no idea. My maintenance shop told me they left some tubing going to the intercooler was unclamped. Which could have led to boost leak that I didn't notice (TD04, and my first turbo car).
Now I didn't drop thousands of dollars there, but that shouldn't matter. I'll never go there again because of 1) their quote being inaccurate and 2) their customer service being horrible.
I picked up some parts off a guy who went there and dropped 20k+ into his STi, and he felt that EQ just didn't give him the time of day once they got his car in. The delays on his built were extensive.
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How long ago was this experience you had with EQ Baliztik? I know the first few years EQ had some issues with completing cars in a timely matter, but now that they've been around for a while, I believe the turn around is much faster now. I've always had amazing experiences with EQ even though I've heard a few negative things about them. Hard to satisfy everyone, but that's just my .02.
How long ago was this experience you had with EQ Baliztik? I know the first few years EQ had some issues with completing cars in a timely matter, but now that they've been around for a while, I believe the turn around is much faster now. I've always had amazing experiences with EQ even though I've heard a few negative things about them. Hard to satisfy everyone, but that's just my .02.
Regardless of the pricing, they undoubtedly need to work on their customer service. Through my one experience there is literally no reason to go back.
Last edited by Baliztik; Jul 3, 2014 at 10:03 PM.
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Called in for a quote for an air pump delete / blockoff plate install. $275. AWESOME!!!! $400 was the next cheapest I'd been quoted. $600 was the standard. Turns out I had one removed already, and the other was the harder one to get to. He didn't change the price, because he said the one he was going to remove was basically the whole job.
I drive in in the morning, wait 5 hours. Granted they were busy, I scheduled an appointment. While his wife was nice, and she got me a burrito. Turns out my bill was $400+. He said gaskets weren't included in his quote. Instead of the $25 code delete, he wanted me to buy one of his maps ($175).
Overall, EQ was super helpful before they got my business. Once they did, it seemed like I was just pushed aside. His wife saw that I didn't expect the extra bill, and she was nice enough to comp the lunch.
My next tuner told me there was a setting on my map (coming from EQ without asking for a tune) that was making my car use more gas. Whether he changed this without my consent or whether the previous owner had done it I have no idea. My maintenance shop told me they left some tubing going to the intercooler was unclamped. Which could have led to boost leak that I didn't notice (TD04, and my first turbo car).
Now I didn't drop thousands of dollars there, but that shouldn't matter. I'll never go there again because of 1) their quote being inaccurate and 2) their customer service being horrible.
I picked up some parts off a guy who went there and dropped 20k+ into his STi, and he felt that EQ just didn't give him the time of day once they got his car in. The delays on his built were extensive.
I drive in in the morning, wait 5 hours. Granted they were busy, I scheduled an appointment. While his wife was nice, and she got me a burrito. Turns out my bill was $400+. He said gaskets weren't included in his quote. Instead of the $25 code delete, he wanted me to buy one of his maps ($175).
Overall, EQ was super helpful before they got my business. Once they did, it seemed like I was just pushed aside. His wife saw that I didn't expect the extra bill, and she was nice enough to comp the lunch.
My next tuner told me there was a setting on my map (coming from EQ without asking for a tune) that was making my car use more gas. Whether he changed this without my consent or whether the previous owner had done it I have no idea. My maintenance shop told me they left some tubing going to the intercooler was unclamped. Which could have led to boost leak that I didn't notice (TD04, and my first turbo car).
Now I didn't drop thousands of dollars there, but that shouldn't matter. I'll never go there again because of 1) their quote being inaccurate and 2) their customer service being horrible.
I picked up some parts off a guy who went there and dropped 20k+ into his STi, and he felt that EQ just didn't give him the time of day once they got his car in. The delays on his built were extensive.
I'm very sorry to hear about your experience at our shop. This is not how I want my customers treated and I apologize for your experience. FWIW, we have gone through a lot of staffing changes and around the time you came in, we were very understaffed and disorganized. We have since grown significantly, greatly improved our organization and efficiency, and I'm now trying to get back to the customer service standard I want my customers to always enjoy. We are certainly not perfect and I could have handled some of these growing pains better, so I sencerely apologize to anyone who feels they were mistreated. I welcome anyone to contact me personally with their issues and I will do my best to make it right.
Thanks
-- Ed
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Thanks
-- Ed
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Again, I'm very sorry you had to wait so long for an email reply. At that point in time, I was having a very hard time keeping up and was prioritizing phone calls and in shop customers. This is one of the things I have really worked on and now my email response time is down to 1-2 days in most cases.
Thanks
-- Ed
I appreciate the info you did give when I asked.
I think that there are at least four different places that this could be. I am not going to guess, but, I would like to know.
This really is a bit of a conundrum here. It seems that any bad feedback leads to an absolutely retarded flame war, often with people speaking authoritatively when they have no personal experience or knowledge of the subject at hand. It should be okay to post neutral reviews that explain an experience at a shop.
I have had a few "issues" over the years with various places, and I have had some pretty crazy stories relayed to me from people about their own experiences. Often I think I am just judging people to a higher standard than is fair, but, on some levels, when you are paying a professional to do some work, and paying well, you should not have to deal with much fallout.
Admittedly, there is only one shop I have taken my cars to that I have never had any sort of issue with. This tells me that it can happen. That being said, this is one out of many, over the last twenty years. Strangely enough, I also do not admit who this "amazing" shop is, because, if I do, someone will go there and be disappointed, and - it will be my fault. What a fascinating modern age we live in!
This really is a bit of a conundrum here. It seems that any bad feedback leads to an absolutely retarded flame war, often with people speaking authoritatively when they have no personal experience or knowledge of the subject at hand. It should be okay to post neutral reviews that explain an experience at a shop.
I have had a few "issues" over the years with various places, and I have had some pretty crazy stories relayed to me from people about their own experiences. Often I think I am just judging people to a higher standard than is fair, but, on some levels, when you are paying a professional to do some work, and paying well, you should not have to deal with much fallout.
Admittedly, there is only one shop I have taken my cars to that I have never had any sort of issue with. This tells me that it can happen. That being said, this is one out of many, over the last twenty years. Strangely enough, I also do not admit who this "amazing" shop is, because, if I do, someone will go there and be disappointed, and - it will be my fault. What a fascinating modern age we live in!
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So I did not post the shop because I wanted to see how this would be handled and if they would try to acomadate me for what I feel is a legitimate reason to be upset with my experiance so far. The issue was with EQ,Ed did reach out to me and was very apologetic about how things were handled and admited that he did not handle our transaction in the best manor and said this is something he knows he needs to work on and is commited to doing so. I respect that he has taken accountability for me not feeling valued as a customer and seems to understand customer service is key in this industry. He has offered to ship my block to me free of charge Monday morning. I really appreciate all who took the time to read my story and give me feed back and opinions on the situation,as this was not intended to trash EQ but as for someone new to these types of projects to see if it just came with the territory. Anyway live,learn and try to put the past behined you.
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