Eli's Garage

Thank you for your nice review!

Thanks for the 5-Star rating!

Dear Eunice Jin,Firstly, we want to extend our sincerest apologies for any inconvenience you experienced during your recent visit to Eli's Garage. We understand how frustrating it can be when things don't go as planned, and we appreciate the opportunity to address your concerns.On the day of your visit, our garage was indeed experiencing an unusually high volume of customers, which unfortunately impacted our ability to answer calls promptly. We strive to provide timely and efficient service, both in person and over the phone, and we regret that we fell short of this commitment in your case.Regarding the misunderstanding about the headlight replacement, please allow us to clarify our process. It is our policy not to quote prices for parts or labor without first inspecting the vehicle to determine the specific requirements. This policy is in place to ensure that we provide accurate estimates and avoid unexpected costs for our customers. Once we inspected your vehicle, we provided a quote for the necessary work. We understand that this was not communicated as clearly as it should have been, and for that, we apologize.We acknowledge that the interaction you described with our staff member was not up to our standards of customer service. We take pride in treating all our customers with respect and professionalism, and it's clear we missed the mark. Please know that we are addressing this internally to ensure it does not happen again.Regarding the labor charge, it is standard practice to charge for the time spent inspecting and preparing a vehicle for potential repairs, even if the repair itself is not completed. However, recognizing the miscommunication and the inconvenience caused, we only charged a reduced rate for the labor involved.We attempted to reach out to you to discuss this matter further and to offer our apologies directly, but unfortunately, we were unable to connect. We are committed to making things right and would welcome the opportunity to discuss how we can better serve you in the future.Thank you for bringing these issues to our attention. Feedback from our customers is invaluable as it helps us to improve our service. We hope to have the chance to regain your trust and demonstrate our commitment to quality customer care.Sincerely,The Team at Eli's Garage