Ayer Auto Service

It appears as though you have edited your original review. Our original response remains as posted. In regard to your keys being lost, yes, in the many months that your vehicle was at our facility your key was lost during one of the snow storms. We offered to have a replacement key made at our cost while the vehicle was still in our possession. You declined the offer and informed us that you would coordinate the replacement key appointment at your convenience. We are still happy to pay for the replacement key; please coordinate a time with the dealer and notify us so we can provide payment directly to the dealer. You may reach us at 802-461-4503.Original review response:While are sorry to hear that you were unsatisfied with the timeline of your repair process, we would like to reiterate that we had advised against you completing the repairs(for reasons listed later in this paragraph) hoping to save you time, money and frustration. We would also like to disclose the service timeline in regards to your vehicle's repairs, so the review reader may have a better understanding of the situation and see that the delay was caused by the warranty company.Dec. 21, 2022, we received your vehicle and spoke with you about the work you wanted to have done that another service center was unable to complete. Our records indicate you informed us you had an extended warranty you were hoping would cover the cost of the repairs. While we have extensive experience processing numerous insurance claims monthly for collision repairs, we tend to avoid mechanical extended warranty claims. This is because they seldom will cover the cost of the needed repairs, require a lot of administrative time and often leave the customers frustrated due to the warranty companies' claim declines and slow response rate. Based on the repairs needed to your truck and the costs to complete the repairs, we suggested that it may be in your best interest to trade out of the truck. However, you reaffirmed your desire to keep the truck and complete the repairs. At this point had you authorized and accepted the full cost of the repairs, without relying on the warranty company, your truck would have been repaired within weeks and not months. Our records show that the warranty company denied the initial claim request we made on your behalf for the needed repairs. We spent several days communicating with and providing pictures and documentation of the truck's damage to the warranty company. All of this time and effort was required in order for the claim to be paid if approved. Although your claim was denied three times, we continued with our efforts. After continued administrative work, we were able to get an approval for a portion of the repair cost. At which point, you agreed to pay the difference needed to complete the repairs, and we repaired your truck and promptly returned it to you. We wish you had expressed your concerns with us throughout the process as opposed to waiting until the end and leaving an incomplete review of the situation.We do endeavor to help our customers with the benefit of our talent and experience, and this experience reaffirms we cannot rely on the fair play of warranty companies to be responsible and fair in processing claims. We encourage all customers to thoroughly research any extended warranty companies and claims process prior to purchasing their products.As far as someone negatively commenting on another staff member, I must say I am disappointed to hear this. We strive to uplift and encourage all of our employees to be respectful of each other as well as our customers. I am happy to report that this tech you refer to left our employment to return to college to get an engineering degree, and we applaud him for having the ambition and courage to change career paths. We were sorry to see him go because he was a great technician, but we wish him the best of luck!

We here at Ayer Auto are so glad you enjoyed your experience. Thank you for your review!

Thank you for your continued support, Lise! You purchased a great car, and we are happy to keep it serviced and on the road for you. Until next time!

Thank you for your continued support! We look forward to seeing you at your next visit.

We are grateful for your kind words and appreciation of our consideration, concern and care for our customers. We find joy in not only completing repairs as needed but also in taking care of our customers outside of what would be considered the normal work scope found at other facilities. We do thank you for taking the time to leave this review and do look forward to continuing to work with your family!