We have taken all three of our family’s vehicles here for two or three years now and have spent thousands of dollars. I think we’re finished. Crutcher’s isn’t cheap, but I used to think they were fair. The problem is, I don’t recall a repair ever taking less than two days, and it’s often three. At the rates they charge, this shouldn’t be. I had my vehicle towed here on Monday morning for a right front axle replacement. Tentatively I’m to get it back at an undetermined time tomorrow (Thursday). Twice I’ve been told their parts suppliers have delivered the wrong part, three separate times. I don’t know how that happens. Maybe they need better parts suppliers. 10/10/2019- This is an update to my prior post. Jamie Crutcher called me to make right what has gone wrong with my latest repair. He owned the errors in communication and explained to me, clearly and in a sincere manner, why this seemingly routine repair has been so difficult to complete. Nobody's service is perfect. How they respond when they fall short of expectations matters. I appreciate Jamie Crutcher responding the way he did.
Thanks for posting an update Rick, to provide context I wanted to post some additional details we discussed. The problem with your car was a part availability problem but we didn't know that until a second axle came in wrong. Getting one part that isn't right is not uncommon from any vendor but when two separate vendors and brands of axle were the same wrong part we knew something deeper was going on. The second morning when the second wrong axle came in my guys got me involved and we ended up contacting the aftermarket axle manufacturers directly and the Mazda dealership. Turns out the aftermarket axles are in the parts catalogs wrong by the manufacturers because they didn't even make an aftermarket axle for your car with the 2.5 engine, only the 2.3 which is apparently much more common. Mazda couldn't provide an axle for two weeks due to a back-order situation so our only option was to find a used one as I explained on our call. The parts situation and delay was completely out of our control and we were working diligently behind the scenes to provide a solution to get you on the road. The part I regret that we failed you on was keeping you updated on the situation while we were trying to get to the bottom of it. We could have communicated that much better and again, I am very sorry. We have hired someone to fill our vacant office staff position so we hope communication will be much better going forward. If you have any problem with the repairs of I can ever assist in any way please let me know, you have my direct number.
- Crutcher's Auto Repair