Northwest Imports

Business reply on Google

Hi Christina, I'm sorry to hear this. I want to be upfront that we recognized this situation from a review on another platform last week, and I personally reached out and left a voicemail at the time hoping to talk it through. I never heard back from you. I wanted to personally apologize and try to help rectify the situation. I went back and read through the text conversation between you and our advisor to get a sense of what was discussed. It read pretty normally to me, but I know that's not always the full picture — I wasn't there in person, and tone can get lost in texts. If you walked away not feeling heard, I take that seriously — that's not the experience we want anyone to have. The offer to talk still stands, and I mean that beyond just this — if you ever have questions or want a second opinion on a repair or procedure, whether you use us again or not, call or text the shop and ask for me directly. My name's Zac. You're also welcome to email me directly at [email protected].

Business reply on Google

I am truly sorry to hear about your experience. We take this very seriously and want to understand what happened. Could you confirm that this occurred at Northwest Imports in Austin, Texas? I'm unable to locate your name in our system. If you are certain it was us, please reach out to me directly at 512-331-7372. My name is Zac. If it was us, I want to try and make this right and personally apologize. This should not happen here. 3/27/2026- At what time did you text? I do not see any missed on are end. Please call, So I know technology isn't playing tricks. I truly do not see anything? 3/30/2026 - I am still unable to locate the conversation/text message, even after searching from the beginning of the year. I must ask if you are using a fake name for this review. If not, I apologize for the question, but I am struggling to find it. If so, are you attempting to conceal the actual events? My concern arises because your responses seem inconsistent with our usual operational procedures, suggesting that key information might be missing. We would not charge a diagnostic fee a day after service for something related to what we did. This tells me something is missing are your timeline is i

Business reply on Google

Jared, we are sorry to hear you feel this way. We would like to respond to your review with some facts based on our dealings over time with you. First, we are human and we do make mistakes from time to time. In 2020 as you stated, the cam did indeed break and we were honest and owned it. Since then, you continue to bring that up for some reason. We are not sure why, but we did repair your car correctly at that time and we did discount down the price. We don't barter, we do the best we can for our clients. The car sat for almost 2 years with minimal driving. A leak started during that time as you stated. The car is over 20 years old, and this can happen as we stated. Sitting is the worst thing a vehicle can do, and most professionals will agree. Now as for the estimate we provided in 2022, we are always improving our process to provide our clients with a good overview of their car so they can make an informed decision about repairs. It's part of our accountability so that, if you go so somewhere else, they won't surprise you with items we did not tell you about. On May 1st 2022, you sent this message to us, " I'd like to possibly purchase the service for the front right control arm.