Business ProfileforM. W. Roosevelt & Son, Inc.

I've been a loyal customer for the past 7 years but both the service and customer service have gone significantly downhill and I will now be looking for a new mechanic. The ladies at the desk are vile and rude and clearly have no interest in retaining customers. When I simply asked if they could change the channel in the waiting room (we were the only ones there) because my young children didn't need to hear about school shootings, they replied with a smirk, "NO." So we had to stand in the lobby, while they proceeded to disparage me (for not seeing their “No cell phones” sign as I tried to arrange a ride) to my children. Unbelievable. The mechanics have missed appointments and failed to complete simple tasks repeatedly. They've jacked up prices and misquoted me multiple times. When I questioned the most recent misquoted charge the response was "too bad". They failed to inspect my car, which was the whole reason I brought it in. They gave me one excuse and replied with a different excuse to my review. Never an apology or a willingness to make it right. Nobody seems to know what's going on, nobody wants to be held accountable, nobody seems to care about their customers. As a small business owner myself, I could NEVER imagine treating my customers the way this business treats theirs. It's a shame but after spending thousands of dollars over the years and recommending them to friends and family, I will never recommend this mechanic again.

Ms ******* also posted a review very similar to this one on ****** about the same time as submitting this one to BBB. After our reply pointing out her inconsistencies and outright lies, she took it down. The woman was a menace. She was rude, loud, condescending and would not listen to any explanations. She was scheduled for an inspection on a 2015 ********** that had issues, repairs were made and codes needed to be cleared. NYS inspections can be frustrating for aging vehicles. We didn’t fail to inspect her vehicle, it would not pass until the codes were cleared. This was explained to her. She would hear none of it. No one smirked. She ended up screaming at our cashier, who gave it right back. I came out and told them both to stop. She kept on her rant and literally threw her money at our cashier. We dealt with her elitist attitude on two separate days. Her cell phone call was placed in front of our shop door (employee use only) that is six feet away from our receptionist desk. We have signage in several locations. She knew what she was doing. Her children’s toys were strewn across our lobby area where customers cross to check out. They were NOT alone in the waiting room, and we’ve had our TV on cable news for decades. If she was a longtime loyal customer as she claims, she would know this. I feel like I’m constantly having to defend our business because of the self entitled that need to feel in power. I have a disclaimer on ****** because of the crazies that just pop up and try to destroy the reputation of a business because they were offended. It's truly hard to keep us these days. It’s just sad. btw...there were several employees that wanted to reply to this "review". Ms ******* may not treat her customers poorly, but she certainly treated those that were essentially working for her abysmally.

To the business owner’s response: 1) No repairs were done on my car. They did not fix the issue I requested (ABS brake light on). They did not inspect the vehicle as requested and agreed upon. First I was told my vehicle had to “clear codes”, then it was that their printers weren’t working. Which was it? And why not just apologize and try to make it right? 2) No previous review was retracted. We had no toys with us (just three young kids who didn’t need to be subjected to news about school shootings). No other customers were in the waiting room. All lies from this business. Very sad. 3). Not crazy, no chip on my shoulder. Have never left a bad review for any business I’ve interacted with. The service here was just so bad, I felt compelled to let others know.