Australind Mechanics And Mobile

On Thursday I messaged to book my camper van (which I live in) to get checked out for an issue I was having. I told them I was going to be in Perth for the night but asked if I could drop it in on Friday, then pick it up on Saturday & they said that would be okay. Later in the day I realised that they probably wouldn’t be open on Saturday, so I messaged to clarify and they just replied with “yes” (as per the text screenshots). I said that I obviously wouldn’t be able to pick the van up then, so could I book it in for Wednesday next week instead? They told me that would be okay or that I could instead get someone to pick the keys up Friday afternoon. I chose to get my brother to pick the keys up Friday afternoon.



I initially found this a bit frustrating that I had to clarify that they were closed after I had already booked in & it wasn’t until after the fact that I had mentioned this that they told me to get someone to pick the keys up. But I brushed it off and was just happy to have the van booked in to get checked.



I dropped the keys off on Friday morning and told them to just contact me when it was ready so I could let my brother know. Everything was all good & I headed to Perth for the night.



At 3:20pm I hadn’t heard anything from them, and their hours online state that they close at 4pm. I decided to give them a call and nobody answered. I assumed that maybe they were on another call, as their answering machine states, so I left it for another 10 minutes. I called again and left a message saying that I was just wondering how the van was going.



I was starting to get worried as it is a long weekend & all of my possessions are in the van, I also need to get to work on Sunday & my brother lives 15 minutes away from the shop (and also was busy with other things & I wanted to let him know what was going on).



I tried to call again 5 minutes later & still no answer. I decided to leave it for a bit & at 3:59pm I sent a message (pictured in the screenshots) stating that I was really disappointed in their lack of communication and how I was understandably stressed about not having my van/house for the weekend.



I then got a reply stating “I have not closed yet ,you are getting the van back today , I wouldn't close and leave your van here without talking to you . Your can pick up the van now .”

“Yes but we would be happy to wait for people , the mechanic was still working on your vehicle but I told him to stop .”



This information would have been helpful & would have saved so much stress had they of communicated it earlier in the day, instead of at 4pm, the time that it says they are closed online, and after I’d been trying to get through to them & sent a message.



I then received a call from them that went like this:

AMM: “Hello”

Me: “Hi, is the van fixed?”

AMM: “The mechanic was working on your car, but after you sent me those messages about how we were stressing your brother out I told the mechanic to stop and you can take it elsewhere”

Me: Okay

- Then I was hung up on.



When my brother went to pick up the van the receptionist was telling him that I was being rude & that I had said their customer service was a disgrace, which is completely untrue if you read the messages. And the phone call was so brief I didn’t have time to really say much at all before I was hung up on.



I would have been completely okay with them keeping the car back, I just was never told this, so I feel like my reaction was understandable and reasonable considering the circumstances. I was just honest about my experience, I was not rude, I was not calling anyone names & I was not being aggressive.



At the end of the day, all of this could have been avoided had they of communicated clearly. This experience has been very disappointing for me, as I’ve had positive experiences in the past. I feel like I’ve only just spoken up for myself, but instead of conflict resolving, or apologising

Fantastic customer service and very thorough with my car service & repairs. Keep up the good work

I was so impressed by the excellent service I received over the phone. Martina was fantastic and after advising her of the problem with the car and what was required to be done, she rang me back within minutes with a very reasonable quote. Wow how good is that. Customer Service is alive and kicking thanks to this lovely lady. We have two other vehicles that we will now be placing with them for service. Thankyou so much to Martina & Ian.

Excellent service - i have a fleet car its my work car and they arrange everything while i was working - really stress free - thank you Martina & Ian