How these guys stay in business is amazing. I’ve used them a few times and there’s always a problem. Always. A couple of times it has taken them over 4 hours to do an oil change and most of the time they aren’t even at the desk for long periods of time. I tried to give them one more chance today. I waited for 15 minutes at the desk and eventually had to go out to the shop just to ask if anyone could help me. I was told they couldn’t do a tire rotation, air filter and oil rotation today. That was at noon and it’s a garage. They said they may be able to do an oil change. I just went elsewhere.
I've been back a few times since then. Whether it's wheel alignments, suspension work, or issues with oil lines leaking, I've always gotten a fair and honest diagnosis. They get the work done in a reasonable amount of time. Rozelle remembers me and greets me by name. Their mechanic, Dave, has been on point every single time I've spoken with him. This auto center is sitting inside of a Kmart and often looks like corporate forgot about them, but the service, quality, and value is there to make up for what's lacking in aesthetics.
I understand why others would have rated this shop with one star in the past. Sometimes they get busy and people don't get the immediate attention they desire at a time when they feel like one of their legs has been cut off and they can't get around. My experience has been nothing short of five stars, so let me tell you about it.
I grew up in a family that repairs everything for ourselves, so I hate having to admit that I'm in a situation where I cannot fix the car on my own. I hate the feeling that I'm going to pay high rates and possibly be taken advantage of. I have used this Sears Auto Center location on a few occasions now, and every time has left me feeling great about the experience. The first time that I used them, I needed four new tires on my SUV. BF Goodrich had just released their new generation of TA/KO tires, so the first generation tires were on clearance. This location did not have them in stock, but their manager, Rozelle, called the other stores in the area to find out if he could get them brought in to sell. Three nearby stores showed they each had one in stock, but no one could find them. After a couple of calls, it clicked with Rozelle to ask them to check the display tire to see if that's what we're looking for. Bingo! He told me it would be a day before he could get all of them in his hands, but he called me back three hours later and told me they were all ready and waiting. If that's not excellent customer service (remember, this is for tires on clearance,) I don't know what is.
I had an appointment for oil change. I stopped by to the service, they refused the service request by saying " You have to wait two hours". I was shocked. I had an appointment, yet they asked me to wait for two hours. It is extremely bad. I never want anyone to experience this. If you do not, do not go there.
I left my car in the morning for an alignment. I was told there were two or three cars ahead of me. I never heard from them again. I tried calling half a dozen times but never got an answer. I finally got an Uber down there and saw that my car had at least been moved. I waited around for someone to help me but there was no one around. I finally found him sprawled on a chair in the shop. I got my keys and got out of there. I am never going back.
Thanks,
The only bad thing I can reference is actually another good thing. They provide such individualized attention that sometimes you are left waiting in line without much communication. It's worth the wait, because they will take care of you when it's your turn.
I made an appointment online for oil change and tire rotation/balancing. They left me a message the day of the appointment saying they only have one technician and he can't do the tire balancing/rotation and I would need to reschedule. I called 11 times to inquire about the oil change since the appointments for each service were at different times but back to back on the same day. Nobody answered the phone and there was not even an option for a voice message. I let it ring 10-15 times before hanging up but it rings non stop. I called the same number they called me from, listed on their website. I drove up there to see if they were more responsive in person. I had bought the $29.99 oil change with their current coupon was $19.99. When my husband went in person they said they only had the "synthetic oil" for "$79.99" with the coupon. That is ridiculous!!!! I have a 2013 Honda CRV. I've never paid $80 for an oil change. The Honda dealership charges less than $45 including taxes. I should have listened to previous reviews instead of giving them the benefit of the doubt.
Note: Manager called to apologize after my review. So I guess there are making an effort to improve.
Sears Auto Center is a US Car Repair based in Crofton, Maryland. Sears Auto Center is located at 1647 Crofton Center, Crofton, MD 21114, USA.
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