Please note that I am writing this letter on May 24 for service that was performed on March 27th. I feel that writing this letter this far past the actual service date gives me a more level headed mindset, and yet, I am as furious now as I was the day I went to Merlins.
I can remember the entire visit as if it was today. But rather than typing a long letter explaining my terrible experience, I will keep this short, and ask that whomever is in charge of customer satisfaction, note that I will NEVER step foot in a Merlin shop again. Furthermore, I will do everything in my power to make sure NO ONE I know ever uses Merlin's for their car care services.
It is my firm belief that this particular location is not there to develop loyal customers, but rather, to charge as much as they can and rip people off.
The initial quote I received for the parts and service I requested was approximately $810.00. When I questioned the cost, I was immediately told that they could improve that price.in addition, I was informed that two of the parts were not in stock and that they were searching the internet to locate these parts. So I took a short, two block walk to an auto parts dealer down the street, and found the parts, IN STOCK, and substantially LESS than I was quoted. When I informed the gentleman of this, he was able to reduce the price of the parts, AND found the parts in stock at one of their distributors. Within 20 minutes or so of the initial quote, I was able to negotiate a complete price of $522.00. A savings of $288.00.
In today's hard times, a small franchise of this nature, I would imagine would be hungry to develop loyal clientele. If I hadn't said anything, I would have overpaid an enormous amount of money. As it stands now, I believe I still was overcharged. I overheard a young woman who had come in for a new muffler was told her struts needed replacement. I firmly believe that this was another attempt to oversell products to someone who put their trust into the Merlin's brand and was bullied into having work done that was not necessary.
If the reader of this letter would like to discuss my dissatisfaction in further detail, I would be happy to talk to you. Otherwise, expect that you have lost a customer for life, and as many people as I can tell to avoid Merlin's as well, both in person, and any other means I see fit.
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