I share this review with the understanding that things happen... that said, this thing did happen and as a result I feel less confident bringing my vehicles here for repair. I brought my vehicle in for brake replacement and "possible" rotor replacement if mine couldn't be re-resurfaced. The price they quoted seemed a bit high when I queried the repair work in AI, but not astronomical. I take that information with a grain of salt, as should you. The thing that makes me less confident is that towards the end of the repair I received a call informing me that one of my lug nuts was cross threaded and they'd have to replace the nut and stem - costing around $400 extra. I immediately called Les Schwab Tire, the only other people who ever work on our tires to inform them of the complication, and they told me the repair should only cost $70 with labor included (they were kind enough to offer to do the job for free, with the understanding that they may have caused the issue). After some back and forth with Oswald's (including a call directly from Les Schwab to Oswald's), they gave me a call and told me that they had made a mistake and that the repair will only cost about $190 instead of the $400. I let them know that Les Schwab would do it for free and that they should just break the stud off and install the wheel on the remaining 4 (per Les Schwab's instructions). They agreed to do so, but called me back within a few minutes to let me know that the situation had become even less complicated which would allow them to do the repair for only the cost of the parts which was +/- $10. I agreed to this to avoid having a separate appointment, given I was trying to leave to UT in the afternoon of pick-up day. When I picked up the vehicle, they were kind enough to discount our screening fee by about half, but I didn't get a very clear answer when I asked about how my rotors looked, only that they were not resurfaced, but instead replaced. Given the repeated overestimation of the repair costs on my lug nut and stud - which I cannot be certain would have come to light without my questioning - I worry that they did not even attempt to resurface my rotors, deferring to the replacement instead. I have no evidence to support their action or my claim because none was provided, so take this for what you will. At the end of it all they were courteous and did what they could to rectify the known errors. I just don't know that I can justify taking the chance on such expensive repairs in the future knowing that there's a possibility for significant expenses to be tacked on based on loose assumptions rather than reality and necessity. I get it, things happen, and sometimes they are not signs of a larger problem, which I hope is the case here. Still, after this series of events, I cannot help but feel mistrustful.
Ryan, thank you for taking the time to share such a thoughtful and detailed review. You’re absolutely right—this situation should have been handled with more care and clearer communication from the start. We completely understand why it left you feeling uncertain, and we take full responsibility for how it unfolded. After reviewing everything internally, we recognized that the issue stemmed from how the repair was communicated and estimated. That experience prompted changes in both our team and our process to ensure this doesn’t happen again. We’ve reinforced expectations with our staff to verify all repair needs before presenting costs, to slow down and double-check information, and to involve others sooner when something unexpected comes up. We appreciate that you gave us the opportunity to make things right before the job was complete, and we’re genuinely sorry we fell short of the confidence you expected from us. Your feedback has directly helped us improve, and we’re committed to earning back your trust should you ever give us another chance.
- Rexburg