Thorpe Automotive, LLC

TLDR: Extremely Poor Customer Service & Misleading Pricing and Charges Got my 84 year old grandmothers lawn mower serviced here and was told on the phone by the receptionist that the diagnostic service was 59.99 and anything that needed fixed was typically covered by that price. If they found somet…

TLDR: Extremely Poor Customer Service & Misleading Pricing and Charges Got my 84 year old grandmothers lawn mower serviced here and was told on the phone by the receptionist that the diagnostic service was 59.99 and anything that needed fixed was typically covered by that price. If they found something that would require paying more, they would call us to ensure we were okay moving forward and paying the additional fees. She called me a few hours after dropping it off and said it was fixed and would be $75.08. And he was "just gonna charge me for 30 minutes of labor." I wasn't sure initially of this was additional $75 or an additional $15 and it was gonna be $75 total. So I waited to see when I picked it up the following day. When I arrived. She indeed was telling me it was going to be an additional $75 on top of the original $60. I asked why nobody called to make sure we wanted to move forward, and she said "he just did it, so we didn't call. But you brought it here to get fixed didn't you? Would you have said no if I called?" And I let her know a call would have been appreciated since my grandma is on a fixed income, and I couldn't be sure what I would have said if they gave us the price. So she said, "well it's $75 or we can take the part back off?" I was STUNNED by both of her comments; despite the complete lack of customer service she also made no effort to acknowledge that they had indeed not said or done what they said they'd do. Instead she decided the best option was to just take the part back? Insanely rude and I called her out on it pretty pointedly - which had no impact of course because I don't think customer service is either a concern or a skill Thorpe Garage offers. I ended up paying for the extra charges out of my own pocket but will absolutely never use them again and certainly never suggest them to anyone else. After sharing the story with my family, I learned this is a common experience and there are multiple people with similar stories or experiences where they either felt scammed or dealt with the same woman's extremely cold and rude behavior. Google and Yelp reviews substantiate this experience.