Herbert Automotive

"Brought in a car that I had just bought and was covered by warranty. Was told that it might be a day or 2 before it would be repaired, which is understandable around the holidays and when dealing with warranty companies. However, when I got a call back from this shop, they told me that the warranty co. would not cover anything at all. Then when I called the warranty co. to find out why they said no, I found the company said that the repairs would be covered, but they had not received a diagnostic from Herbert auto yet and that only part of the diagnostic fee would be covered, then the manager at Herbert Auto hung up on them before they finished explaining everything. Also, the manager at Herbert Auto said that the vehicle was overheating and needed a new thermostat; this was not true, I had been driving the vehicle all week and there were no issues overheating or with coolant other than a tiny leak on the upper thermostat gasket. Did not cause issues with the engine other than for a few drops leaking out an hour, but I still wanted the gasket replaced. When I called this shop back to confront them, they said that I "wasn't hearing what they said" and they just did not want to deal with it, that it was a waste of time, and that they would not proceed with anything. They lied to me about the situation. If the only thing holding back the diagnostic was the warranty co. paying half the diagnostic fee, then why not ask the customer if they want to pay the difference? I would have been willing to pay the difference then go from there, but refusing to communicate and lying turned me away. To add insult to injury, when I went to pick up my car, they left it in a muddy lot behind the shop. I understand that it was a Jeep, but please exercise some respect and have common sense. I do not recommend it. Waste of a day, and I could have taken it to another shop that would repair it and been on my way by now. Update: Owner replied to my review. I already took it to another shop and every issue I had was covered under warranty 100%. Next time, just say that you don't want to do anything instead of wasting a whole day."

"Excellent service and the new manager was extremely helpful helping me find windshield wipers for my car and saving me a ton of time by letting me know that I could get my tag printed at a kiosk at the nearby Kroger instead of having to go to the tag office. He really went out of his way to help, and I really appreciate it."

"I don’t normally post bad reviews but I wanted everyone to be aware and proceed with caution. My sister took her car to Herbert automotive today and had quite the experience. We have trusted Herbert for near 20 years to take care of us, and our vehicles and for the most part they’ve done great. Today however that was far from the case. My sister needed 4 spark plugs and 4 engine coils. This came to a total of near $900, as we operate a similar line of business she brought this invoice back where we did some research and found that she was grossly overcharged. They charged her $99 per engine coil and $57 per spark plug, we found the normal price for these parts is less then half, as spark plugs are listed at $13.84 and coils are $43.01 at many other parts retailers. We understand markups and labor costs but a 125% markup is gross and ridiculous. We genuinely feel that their pricing practices are disgusting and exploitative. If you take your vehicle to any Herbert automotive please proceed with caution and make sure you are doing your due diligence to ensure they are not taking advantage of you the way they have us. Update: Don't let the response fool you, I reached out to gross oh I'm sorry i meant grease monkey about this like their comment asked and of course its gone completely unanswered. Not only that the $900+ problem still isnt fixed, and upon further inspection we noticed many other issues with the "services provided.""

"Every time I visit this store they go above and beyond. They are very honest and genuine on fixing issues. When I was there for emission tests today, I told them about turn light not working since my last visit and they rectified the issue immediately by replacing bulb free of cost. Though it was there time to close the store post 6 pm, they worked to address the problem. Very happy with them, they have awesome team!"

"Solid place to go for service. They get you in and out with everything you need. New management is great and fun to talk with. Got my brakes and rotors done with no issues and they ensured it got done promptly so I wasn't overcharged for labor. We need more automotive people we can trust not to waste our time and money with up selling, and the team at the Keith Bridge Road location absolutely delivered."