Escondido Auto Repair

I brought my wife's car to Monday, October 17, 2022. I realize their regular people were not there. Though I was a bit disappointed with the service, I initially understood the situation because I had a good first experience a month earlier. Yet in retrospect, when someone fills in, they need to be trained or experienced enough to step up to the job. I was trying to get my wife—to whom I had told all about Grand’s great customer service—to start taking her car to Grand Garage rather than to the dealer. When she came in the door, the man at the counter did not acknowledge her. So she greeted him. But he did not respond. I understand that in his mind he was busy with what he was doing. But my wife felt disappointed and offended at what she reasonably took as unfriendliness and rudeness. The good thing was that we deeply appreciated that GG shuttles customers all the way to Valley Center. Picking up the car, we anticipated the amazing six-page "GG Comprehensive Multi Point Digital Inspection,” with which I was so impressed when I received my oil change. It was amazing, and I raved about to my wife. We paid for the work. I asked about the inspection report. And nothing. They didn’t seem to have one. The man was with another customer, and showed no interest in dealing with us. And the woman seemed not to know much about it. I asked about it again, insisted on it. Grand’s prices are on the high end, but things like great customer relations and the inspection report make the prices worth it. My wife had been really looking forward to this. But instead the two implied they were busy and couldn’t give it to us at the moment. I said I would wait. The woman said it would be better for us to go, and they could email it to me. Then she gave my wife a carnation. Normally that would be nice. Buy I sensed something wasn’t right, and they were trying to get rid of us. Being dumbfounded, we took the flower and left. Later I felt that the flower was a sop. We paid good money for great customer service and got bad customer service instead, and apparently a flower was supposed to make us feel good. That’s insulting. I should have stayed and insisted on the report. Later I sent an email regarding the above issues, along with another issue relating to my car, which we had also brought in. They never responded. No inspection report. No follow-up call or card as I received the first time I had brought my own car in. No refund on the service not performed. No admission that they messed up. They ghosted me. So much for GG's supposed honesty and great customer service.

To keep it short, the regular guy was out, and the customer service was bad in numerous ways. I initially understood the situation because I had a very good first experience a month earlier. Yet when someone fills in, they need to be trained or experienced enough to step up to the job. Sadly, my wife won't go back there, and I suppose I won't either. The dealer was actually cheaper too.

This was absolutely the best auto repair experience, right from the first call that I have ever had! True to their logo, friends don't let friends go to the dealer. I needed rear struts replaced, they beat Nissan by hundreds plus they offered 3yr 36k warranty vs 1yr 12k. I felt welcome from the first call to meeting Rob, I believe is the owner when I dropped off my car. Janet was amazing and very welcoming including her follow up call to thank me for stopping by. These guys get it, they made me feel safe, like they were on my side. Can't say enough, trust me I thought customer service was a thing of the past, this team earned my trust and I will be back. Thank you!

Excellent vehicle maintenance and personal service

There's never a time when I've brought my vehicles there that I haven't felt comfortable that I'll not only know for sure that all has been repaired but I'll know that they haven't 'messed' with the vehicle to bring me back to have something that wasn't wrong needing to be fixed. When they discover something wrong (that perhaps you didn't know) they photograph it for evidentiary proof by sending you a link with the pictures and what exactly is wrong. Ryan, the service writer, explains clearly what the issue may should you have questions. I like that they take sample fluids from various reservoirs (brake, transmission, power steering, etc.) of the vehicle and compare how that particular fluid SHOULD ideally appear when it's healthy or has gone to the dark side. I visit the dealership only for factory recalls, now. (< an earlier post) 10 13 22 My FIXD module gave a code referencing an emission fault in my car when the engine check light came on. I took it in and it turned out to be a transmission problem. Now, if I had taken it to the dealership and was given that reason I might have had a tendency to be a bit suspicious thinking how that would equate into emissions and expecting a whole lot more to pay. Actually, in this case the transmission was the culprit and I felt the difference the moment I hit the street. Way smoother shifting points and I expect to get better mpg. In picking up my car it was explained to me what was wrong and in an understandable way. I like that. This place just does so much more to keep the customer appraised of the condition of his/her vehicle without the pressure of, "YOU BETTER GET THIS FIXED OR ELSE!". They will tell you what's wrong and what to expect should you dismiss getting it repaired. With the number of years I've been with this company, I expect nothing less. The confidence I have in this place just gets confirmed each time I leave it that I went to the right place.

greate

Excellent service. Always available to shuttle you home and back to the shop when your car is ready.

The service provided was amazing! From Rob keeping me informed of my cars needs and progress, the mechanics that serviced my car and the fast and courteous rides to and from their facilities I will never go back to the dealer for maintenance or repairs again. It's Grand Garage for all my cars!

Very polite and friendly. Love Janet's customer contests. Fast scheduling and service. Very detailed information and report on my car's status. Thank you so much for being there. The shuttle was a life saver. Very happy customer Sherry