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Company: Chase Auto Glass & Trim

Location: 1422 Granby Road
Chicopee, MA, 01022, US

Category: Other

I stopped by Chase Auto Glass and Trim at about 9AM on Wednesday, June 15th with my chainsaw and two chains for sharpening. The person behind the counter took my name and number and said they would probably be completed later on that same day. I was out of the area on Thursday and stopped back Friday morning at around 9AM to pick up the saw and chains. The same person was behind the counter and didn't seem to recognize me, but after I explained I had dropped-off the saw two days ago, he went into the shop to ask a technician who indicated they were not done. He returned, unapologetic, and simply indicated they would start on them shortly. I called around 2:30 in the afternoon to check on the progress and after a long pause I was told they would get them done by the end of the day. I had to leave by 4PM, so I told him I would just pick up the saw.

Amazingly, when I walked into the shop to get the saw, there was no emotion, no apology. The guy just pointed to my saw case on the floor and I left. The cardinal rule in business is: "Take care of the customer, or someone else will." I'm sorry to report; someone else will be taking care of my business from now on. I understand my $8 chain sharpening is rather insignificant to their business, but you can bet I will tell plenty of others about my experience because I was extremely irritated that my entire weekend plans were screwed-up because of their incompetence. Had they simply told me up-front that they wouldn't be able to get it done, I would've had time to go elsewhere. At the very least, they might have expressed the slightest empathy for over-promising and under-delivering.