I come here because the customer service is good. My service has not b... read more I come here because the customer service is good. My service has not been up to par. I recently had tires put on and they were not even aired up to specs. The low tire pressure light came on soon as I left on 24psi. This is not how it should be when you spend your hard earned money. I have came before and my wide tires were put on the front when there staggered tires. I'm getting to the point of not returning for business if it's going to be like this. I know mistakes happen but these are two things that should never happen at a tire shop. Like I said the people are nice but the work needs to be just as high of a priority!
On 4/2 I brought my Explorer in for an oil change, removal of snow tir... read more On 4/2 I brought my Explorer in for an oil change, removal of snow tires and placement of regular tires. When I got home I remembered that the drivers heated seat was not working. I called Zach and explained that if it was something simple like a fuse I would like this fixed. He informed me that he would have the tech run diagnostics on the seat. I was not informed that the diagnostics was a chargeable event. I received a text message from the shop with a number of items that were coming due for service and a few other items. I responded to have the engine and cabin air filters changed. Zach called me 4 times through the course of the day to inquire about adding various things to my service that day. When I went to pick up my car around 4pm Zach went over the bill with me. When I saw that there was a $240 fee for the diagnostics on the heated seat I was surprised and dismayed since I had not been informed that this was a chargeable event. Zach was apologetic and thought he had discussed this with me. I am sure that he didn't because I would not have opted to have this done if I had known the price. I did ask Zach if the shop could work with me and possibly split the price. He said he would speak with management about this. Having given this more thought I would actually like to be refunded the fee for the diagnostics. I have always liked working with Zach as he is pleasant and informative and I am certainly not complaining about his performance. We have been faithful consistent customers at Silver Lake for 12 years and truthfully until recently have always been pleased with our experience there. I would appreciate a response to my concerns. Kind Regards Linda Holmberg
Disappointed with last two visits with the my GMC Acadia. I learned to... read more Disappointed with last two visits with the my GMC Acadia. I learned too late that I way overpaid for thermostat and oxygen sensor. I think I paid Silver Lake $1,500 for a repair that would be about $600 from nearby competitors. Ridiculous. This week’s experience was similarly frustrating. I spent $700 to find out that I need my transmission and gear shifter replaced. My hunch is that information may cost $200 elsewhere. Your $10K — $12K quote for a refurb transmission is out disconnected from the market that it actually evoked laughter from a nearby competitor. If I opt to replace the transmission, I have a quote for $5,900 all in. This leads me to just shop Silver Lake when I need tires because there is pricing transparency for tires across the market. I feel like like I am now down about $1,400 to Silver Lake and my car still needs repair. Not a good look for the shop. I just assume this quoting strategy is a company directive as I think highly of Austin, Zach, and Mike. All three are great. Thank you for the opportunity to share.
