I didn't want to write this review as I've had good experiences with Musser in the past, but I'm beyond frustrated at this point. Musser damaged my steering wheel in mid January, and for almost two months now I've been trying to get them to take accountability with little success. I've talked to them in person, over the phone, and over text, and every time they promise they'll schedule something with their upholstery repair man but never follow through. They even told me to bring my car by one day of the week to look at it, and despite me calling them the previous day AND texting them the morning I tried bringing it by, they told me they'd schedule something the following week while I was driving there. Fast forward 10 days later and I have yet to receive a call confirming an appointment with the upholstery repair man. They take forever to respond to texts (if they respond at all), and will frequently tell you they'll call you back only to never return your calls.
Furthermore, they also doubly charged me for my differential oil. In their defense, they did promise to give me a free quart as compensation when I got my transfer case oil changed, but the fact it happened in the first place is highly frustrating. Given how badly they damaged my steering wheel, I don't feel inclined to hand the keys over again anyhow.
I'm giving them an extra star as I don't believe they're dishonest folks and they've treated me well in the past, but ever since this debacle my disappointment in what used to be the best mechanic in the area is insurmountable.
EDIT:
In response to the incredibly unprofessional response from the owner, I wanted to say this. I've taken my car in at least once since the damage was done already and called and texted innumerable times, and no matter what I do they will NOT schedule a time for my car to be repaired, nor have they offered to compensate me for the damage. The most I've been told is they're looking at steering wheels, which is not confirmation that they're planning to replace it. The texts I have listed in my review further prove how difficult it has been to schedule something with Musser. In fact, it wasn't until I left this review that they started communicating with me more consistently. So I ask you this Musser, do you have proof of me "refusing" to bring my car by like I have actual substantial proof of you ignoring my texts when asking you when to bring my car by?
Tracking down a replacement or a repair man is literally the bare minimum after damaging your customer's property. Why should I praise you for spending "hours" fixing your own mistake (which still has not been fixed by the way)? If you can't handle that without getting defensive in response to my bad review, then maybe you need to reassess your business practices. The fact you would outright lie about me refusing to bring my car by when I have proof in my review showing otherwise is reprehensible.
I guess I was wrong about you being honest folk if you're willing to go that far to protect yourselves. I've lowered my 2 star rating to 1 as it's now obvious to me you aren't interested in doing good by your customers, nor are you capable of behaving professionally.
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