I've been a customer with Tapp for about 15 years because it's very close to my home, and I've always received excellent service at reasonable prices. I barely got my car (2008 Toyota Camry) home the other day and the next morning is would not start at all. My neighbor had to give me a jump to get it to Tapp. I was expecting to need to replace the battery. But there were lots of other lights and messages showing up on my dashboard. So, I was a little more worried about the overall health of my car and the cost. The drop off was very convenient. I dropped it off Sunday afternoon. Tapp called me that next morning with the verdict, which was startling, to say the least. There were several things that needed to be fixed: alternator, V-belt, antifreeze, cooling system, power steering ($2200). These needed to be fixed now. But I also needed in the near future tires, brakes & roters, shocks and struts ($2500). Needless to say, this was not the news I wanted to hear. $5000 could have bought another car in years past. But as we all know, this is not the case in our current economy. I bought the car only a year ago after a very traumatic pile up that totalled my 2019 Tuscan. Although the Camry was older (2008), it looked like new and only had 60,000 miles. So, I bought it hoping I was not making a huge mistake buying a used, older car. After reviewing the quote emailed me and asking Tapp if this was the best price they could give me, they worked with me a little on the price, which I appreciated, since I've been a loyal customer. Not sure who would have $5000 set aside for these types of emergencies. Nor did I have the $2200, which was supposed to go toward house repairs that are also critical and time-sensitive. But I cannot do without my car. And they assured me that they could get it all repaired today. Around 4:50pm, I get a call telling me that after making all the repairs, they could not get my car to start and if I knew what to do. Hmmmmm, I thought. The "experts" fixing my car are asking ME how to start my car and if this has ever happened before. Starting my car was THE PROBLEM that they were fixing. So, I start googling to try to find the answer myself. After finding a possible solution, I call them back and talk with another person at Tapp who assured me that they would figure it out and not to worry. Well, ok, but I continued to worry and felt less confident in their knowledge of Toyotas and their ability to make all these highly expensive repairs. About 15 minutes later, they call and tell me that they finally got it started but were still unsure about why it would not start and/or how they got it to start. So, if this happens to me, I still have no idea who to rectify this problem. In saying all of this, everyone at Tapp provided great customer service, friendliness, and excellent communication. The only improvement would be to not tell the customer about any mishaps that may happen along the way until absolutely necessary because it causes additional stress for the customer who is already stressed out about the expense and places doubt in the customer's mind about the quality of service related to knowledge of a diversity of car makes/models. Based on past and present experiences with Tapp, I have and will continue to recommend to my friends and families.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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