Is there a negative star option? If so, this Les Schwab would deserve it. The day before Thanksgiving 2009, I took my Ford Escape in to the Kenmore Les Schwab for a tire rotation. What I received was a cracked transmission case. For whatever reason, instead of putting my car up on a lift, it was put up on jacks to do the tire rotation. The manager said that a ""good"" jack slipped and cracked my transmission case. I felt zero empathy for what had just happened to my car. They did arrange for a rental car for me. We agreed that my Escape would be towed to a specific Ford dealership for the repair (courtesy of Les Schwab). After the long holiday weekend, I called to follow up on the progress of my car. At that time I found out that my car was NOT where we had originally agreed for it to go to, but in fact, at a different Ford, in a different city. No one from Les Scwab bothered to call me to let me know where my car located. Les ended up replacing my transmission and my car was ready 10 days later. It was held for ransom at Ford as the bill for the work performed had not yet been paid. It seems the issue was over a matter of $300 extended credit that they did not have with Ford. How could a company the size of Les Schwab not get an extra $300 of credit to get the car released to the owner?!?! I was astounded. I was told verbally, that if I wanted to get my car now, I could pay the $2898.00 bill & they would reimburse me later. I would have hoped that someone would have escalated this issue to Les Schwab corporate to see what more they could do to get the car back to the owner since it was ready to be picked up and the rental car expense was mounting every day. I felt that there was no extra effort on the part of Les Schwab to help me. The other part of the hold up was that I had to fill out a claim form. Why had this not been made known to me earlier if this was part of the procedure when they damage cars? Payment was finally made in full 5 days later when my boyfriend picked up the check from Les Schwab & took it to Ford so they would release my car. It seems to me that Les Schwab does NOT have a proper policy or procedure in place for when things like this happen. Also, the managers need to realize how important it is to follow up with your customer on the progress of a damaged vehicle. Les Schwab should be embarrassed by how this was handled. I have made sure to tell everyone about my experience. I work for a big company & I have expressed to my collegues that this is a way to NEVER treat your customers. Lastly, I am not even sure if they did the tire rotation as I never received receipt for the job.
Cons: THEY DAMAGED MY CAR