704 York Rd, Towson, MD | Directions 2120439.403737 -76.604360
Mon-Fri 7am-8pm ; Sat 7am-7pm ; Sun 9am-6pm ; Open Holidays
Terrible Customer Service – I had called in ahead of time to make an appointment to get an oil change, they looked me up by my phone number and name and I asked them how much the oil change would cost. They said around 20.00
When I got there they said I would have to wait a while for them to order a special filter for my car. I asked why they had not ordered it ahead of time, they said because I may not have showed up so they didnt want to waste their time. So Instead they wasted my time. Clearly, there is no point making an appointment.
When they finally finished the worker said it would actually cost 55, vs 20, because the filter had costed extra. No one told me this when I asked how much it would cost when I called, and they could see what kind of car I had. I explained this, the worker was completely rude, and told me he'd give me the discount to "get rid of me". He was very argumentative and unapologetic.
The only reason I chose Merchants was because it was a little cheaper than some other options, but next time I will definitely be spending the extra 10-15 dollars to go elsewhere. Avoid this place, go somewhere else.
Dishonest/ Poor Service – I have been going to this Merchants location for over 10 years and always thought the best of them. Recently, I have noticed a change in the quality of service.
I went at first to get a Md inspection and found out that they had lost their inspection license. A few months after having my car inspected elsewhere I decided that the tires needed replacement. I went and purchased top of the line tires and had them installed with a lifetime rotation/ alignment plan. The cost was about $700.
I got a call later that day that while installing the tires they found that my rear axle was cracked and needed to be replaced. I should have stopped right then and gone to look, but since I trusted their past service I told them to go ahead and replace the part.
They supposedly got an axle and replaced it the same day. The cost was now $1300.
When I went to pick up my car I was informed that the mechanic accidently cut the antilock brake line when replacing the axle. They assured me that it was safe to drive and told me to leave my car with them the next day so they could repair the abs line.
After repairing the abs line I went to pick up my car and as I pulled out of their parking lot. I heard a loud ripping and snapping noise. I got out and saw that the mechanic who parked my car had extended the front bumper so far over the cement parking stone that, as I pulled out, a piece of metal rebar which was sticking out ripped my undercarriage and split my bumper.
I immediately got out and informed the manager who said his friend that did autobody work would handle it. I should have called the police right then, but I decided once again to trust them.
I came by the next day to drop of my car and have the damage repaired and was informed that he hadn't contacted his friend yet and to call him tomorrow. I called and was given the run around again. I decided that maybe my husband could get them to speed up the process, so he stopped by and talked to the manager who told him to have me bring to car by the next day and the repair would start. The next day when I came back he said it couldn't be done because of rain.
After carrying on like this for so long I had enough and called my insurance company. I gave them a full account of what happened. When they contacted Merchants, the manager said he had no knowledge of the incident. The insurance company made me pay for the deductable until they could prove that Merchants was responsible.
So far they are still fighting in court to get Merchants to pay. I will never go back there again! I just wish I hadn't paid the extra money for the lifetime alignment/ balencing on the tires I purchased.
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