Exactly one year ago, my wife and I dropped off our Honda for service and went holiday shopping. Much to our dismay, my wife had lost her checkbook. As panic started to set in, Nicole called us and related that she had just found our checkbook on the showroom floor. She saved the day!
The other day I brought my Jeep in, knowing that my struts and shocks were heavily worn (60,000 miles on the vehicle, so 10,000 miles overdue). After the service, I had to bring the Jeep back because it was making a terrible noise. It took an additional 90 minutes to find and fix the problem, with Yuliana taking a personal interest to make sure that things were done right. (She even personally took the Jeep out for a test drive.) They kept me updated and did not charge for the additional (minor) repair, so I have no complaints (the vehicle is running great now).
Nicole and Yuliana recognize us whenever we come in, and best of all they do not try to sell us services we don't need (as did prior service centers we had visited before discovering Mountain View). Likewise, they only recommend tires that are best suited for our individual vehicles, not the most expensive ones in the shop. Such integrity really instills confidence in the customer.
We are loyal to Mountain View and will continue to be as long as they have such excellent representatives like Yuliana and Nicole. Thank you!
Our District Manager David Miller called and spoke with the customer. He apologized for the mishap and said he would use this as a coaching opportunity to help our team improve. We refunded the $89.95 that he spent. David told him that our customers and our reputation are very important to us. - Chris Mitsos, Vice President / Mountain View Tire and Auto Service
Our District Manager David Miller called our customer the following afternoon and spoke with her about her visit. She was happy with the resolution we offered. - Chris Mitsos, Vice President / Mountain View Tire and Auto Service
I asked the service adviser at the Burbank location to check my car's alignment, since it looked like the rear tires had too much negative camber. I also asked them to check the wear of my brake pads and replace them if needed.
Later that day, I got a call at work, telling me that my "front toe in" was "off by five degrees" and asking for permission to do an alignment. Since I took my car to people who are supposed to be competent at diagnosing alignment issues, I of course approved the alignment work. I did say, however, that I wanted to see a printout from the Hunter machine of the before and after values.
Oh yeah, she also said that my oil was "dirty" and asked me if I wanted to change it. I told her that I had had my oil changed recently and wasn't due. I asked how she knew the oil was "dirty", and she couldn't answer. She also tried to upsell me on a couple of other needless fluid changes (steering and transmission) as well as a radiator flush. I passed.
When I went to pick up my car, the service adviser showed me the printout, and rattled off a bunch of numbers that she was reading, but clearly had no idea what she was talking about. The alignment report clearly showed that my car was already in alignment, and that I had just paid $150 to have a mechanic tweak some values that were already within spec. When I called her on this, the adviser went outside to talk the the tech who had worked on my car, and she came back to tell me that they "straightened my steering wheel", even though my steering wheel was straight when I brought it in.
Unfortunately, she had already run my credit card. When I told the adviser that they had done work that didn't need to be done, she offered me a $20 credit "for the next time you come back". By this time, I was running late for work and didn't want to deal with the hassle, so I just walked out.
With operations like this, it's no wonder that people are afraid to take their cars to a mechanic.
We spoke with Bill and refunded the money for the alignment.
Bill, we appreciate you bringing this to our attention, and we hope to have the chance to earn your trust again. Thank you. - Chris Mitsos, Vice President / Mountain View Tire and Auto Service
The Nelson Family
I've been taking my car to Mountain View Tire in Burbank since 2010. Up until January (when I took my car in for an oil change), I've always dealt with Leville, Hutch or Efrain and have received awesome service. When I took my car in back in January (for oil) and March (for tires), the service was adequate, but not as friendly and personable as I'd experienced before.
Thank goodness when I took my car in last weekend I had the pleasure of interacting with Leville again. He is personal, professional and really provides the best customer service.
I'm not sure where the others who used to work at Burbank Mountain View are, but please keep Leville at this location! He is the best!
When I decided to keep my car I wanted to have preventative maintenance done on multiple systems and have peace of mind that I would not be stranded on the side of the road.
Sarkis and Efrin treat me and my car well and perform the necessary work to allow me trouble-free driving. During a recent repair, I was called because they found a problem with a wheel hub and [was asked if] I would like it taken care of. After a short explanation, the answer was "Yes," and the noise that I heard from the front is now history.
Their prices are fair and the work is wonderful. My car is as neat as it was when I brought it in. Thanks.
I would recommend Mountain View Tire in Burbank, California to all drivers in the area. Get your car in for preventative maintenance so that you don't become that driver on the side of the road waiting for the tow truck.
In May I went to the Burbank, CA location to have an oil change. At that time I didn't have any oil leaks from the oil pan. Since then I have had continual oil leaking, and have taken it back for them to put in or repair the drain plug. It still hasn't been fixed correctly. My friend who has been a mechanic for over 40yrs was under my car looking at the oil leak yesterday and noticed my front brake rotors had never been changed. He remembered that back in January this year I went to the Burbank location to have my brakes done. I have a receipt from 1/19/11, and was charged for right and left new disc brake rotors at $75.00 each. According to my mechanic friend, he said the rotors are old and weren't even turned or machined, and yet I was charged for new rotors.
I have been a loyal Mountain View customer for many years, and I would like these issues resolved. I would like my money reimbursed for the two rotors I paid for but where never installed, and I would like my oil drain plug fixed correctly so it stops leaking. Thank you for your time.
Valley Village, CA
On 7/23/2011, Sally brought her vehicle back to our Burbank location after she was contacted by our District Manager David Miller. Our Service Manager Leville Slayton went to a local Ford dealer and purchased the brand new oil pan and gasket that Sally needed. We installed those parts and changed the oil, all at no cost to Sally. She left our store very satisfied. (See her review from July 26th above.) - Chris Mitsos, Vice President / Mountain View Tire
Living in LA you always expect the worst customer service, but I have been a customer at this store for nearly 2 years...they are everything that's great when customer service matters.
Thanks for never letting me down.