by Ben from Berkeley, CA 94705
Tien was great, but the app/business made two errors.
A. You switched mechanics on me at 9pm the night before. Tien was unaware of this switch and couldn't make it to my house in time when he found out the next morning. I understand you expect your mechanics to be responsive, but that's unrealistic...consequently the customer paid for it.
B. A customer support rep reached out, with what I believe is an automated email, asking why I signed up but did not book an appointment. I had booked an appointment; this showed disorganization and hurt brand equity.
All-in-all if Tien hadn't been awesome, quick, courteous my experience would have been very different.
Positives: Very convenient service. I feel it should be cheaper with the reduced overhead of a mechanic shop, but with discount was very fair. Effective and quick, no hassle.
Negatives: Y'all need a redesign on web. Haven't seen app, but web is kinda 2005-ish.
Thanks for the oil change and I'll recommend y'all (and Tien) to some folks.
Live long and prosper.