Wickens Automotive

I once read in a book, "When you get established on your own, find a good, reliable mechanic." Brian Wicken was that for my family and me. From driving out of his shop and adjusting my serpentine belt, to yelling at me for not changing my air filter, Brian was always a quality mechanic. He never sugar coated anything, and while some may see him as cold or harsh, his methods were because he wanted to achieve the best possible customer service. They're are countless times he did that for me and replacing him will be very difficult.



Brian has since retried and is giving his time to help others. He is a stand up guy and his services will be missed.



David

I call Brian, proceed to tell him that I had a question. He asks me if i've have work done at the garage before. I answer no. He asks me what kind of question is this? I reply, It's about my car. Before I could say two words, I was hung up on!! I call back thinking that there was a remote possibility we were disconnected. When I explain that to Brian he tells me, ''We are very busy here and you were kind of stalling with your question''. I asked him so there was no mistaking, you guys do automotive work? Brian reply's, yes but if you want work done you have to set up an appointment and bring it in so we can look at it. I explained that my car was sitting here undrivable, and that I just wanted an idea of a price for a tow and new clutch. I was told, well we don't give prices out over the phone. I then just said that i'd go elsewhere. His reply, go for it! We've all had bad experiences with customer service but never have i experienced it at this magnitude. From the other review I read i'm clearly not the only one here.

In response to Review by 123Terrible123. By the business owner Brian Wickens

My late response is due to stumbling upon this review the other day. I believe it deserved my response. The facts are always the facts, and here they are.

I have over 40 years’ experience scheduling and insuring that customers understand their obligations. The above customer showed up for her first 8 AM appointment, late, at 11:38 AM on Monday, January 21st, 2013. She did not call to tell us she would be late, nor cared that she was late, when she dropped it off. We were busy that day and as we would any day, we filled in with additional work that morning as this customer was presumed earlier to be a NO SHOW. No indication was made by her that the vehicle needed to be picked up that day. That explains why she did not get it back that day. About a month later the customer called us to inform us that the check engine light was on. In this case she may have fallen under our Wickens Automotive limited warranty of 12 months12,000 miles. We made an appointment for 8:30 AM February 27th, 2013. Given her past I made sure she understood her appointment time. Once again she shows up at noon. I asked why she was not there in time and I think by now you could guess the rest. We were not about to allow her to repeat this pattern. We at Wickens Automotive expect to be treated with respect & courtesy just as the consumer expects this from us. I need not point out that some Dentists and Doctors will demand payment for missed appointments. We do not.

As to the charge that I the owner, would not communicate or treat her differently because she was female. That’s rubbish. Our customers would attest to that. I somehow doubt that her father would behave in the manner that she did.

I’ve signed my name as I need not hide,Brian Wickens, owner Wickens Automotive If you are interested, read further. Sad, but interesting observations about what society has become. Some of us believe that our time is the only thing of value and other can just wait on us. We are here to serve our customers but we are not here to accept abuse. We’ve become The United States of the Offended. Whenever we don’t get what we want, we slander people with malice on the internet. It seems that there are an increasing number of us that have little or no value in the virtues of a business and or its employees. Our Company’s Code of Ethics has not changed in almost 30 years however we’ve noticed society has. Customers have become complacent in their choice of business and have opened themselves up to deceit and price switching shell games. Wickens automotive does not play those games. We’re guilty of telling it like it is and doing what is fair and correct for not only the customer but the employees and the business itself. That is the only win/win/win situation there should be. As the owner I am guilty of explaining things to people so they get it straight. There are millions of good honest people out there. By weeding out the bad Apples we’ll have more time for them.

Company’s Code of Ethics

Simply put; Wickens Automotive pledges the following key words in everything we do.

Integrity: "Quality means doing it right when no one is looking." Henry Ford

Honesty: "If you tell the truth you don't have to remember anything." Mark Twain

Responsibly: "Few things help an individual more than to place responsibility upon him, and to let him know that you trust him." Booker T. Washington

Helpful : "Unless someone like you cares a whole awful lot, nothing is going to get better. It's not." Dr. Seuss

Wickens Automotive has TERRIBLE customer service. I went there for the first time a month ago & the owner was rude to me even then. I am not sure if it was because I am a female, but I strongly doubt he would talk to my father the way he was talking to me. I brought my car to them in the morning on a Tuesday, by Tuesday evening they hadn't even looked at it, they couldn't even give me an estimate. When I began to explain that I needed it back as soon as possible for class the next day, the owner put the blame on me saying that I didnt tell them that I needed the car back ASAP. I have never been to a car place that I needed to tell them to hurry up and work on my car because I needed it. That should be a given. Anyways, My check engine light was on and I had them check to see why, three weeks later it was on again. After spending $400 the first visit there, I took my car to them again so they could check to see why the light came back on. I made a call on Monday to see when they would open, they told me eight, upon my arrival at 12, the owner proceeded to yell at me and lecture me as if I made an appointment at 8. I tried to explain to him that I wasn't calling to make and appointment only to see when they opened, and he kept making rude comments like "Your phone didn't work, you couldn't pick up and call?" I left in tears. After arguing with me for a couple minutes, I told him I would take my business elsewhere and he agreed. Is this what customer service has come to? I spent $400 at your shop and this is how you treat a returning customer. Very rude, I will never go back, and I will write reviews based on their terrible Customer Service. - See more at: http://www.cartalk.com/mechanics-files/mechanic/nc/concord/wickens-automotive#full_review

Some people are very good mechanics, and some have a flair even above and beyond that which defies description. Brian Wickens definitely falls under the latter. I and a previous owner had a problem that several very reputable tuners had not been able to fix over the course of two years. Within several DAYS, Brian not only had it figured out, but had the thing tuned to sheer perfection. He's definitely my shop for any and all of my vehicles from now on!