Norterra
Pros: Friendly Staff, Nice Facility Cons: Expensive, Use Cheap Aftermarket Parts, Poor Communication. Took my car to Kerry’s to get my motor mounts replaced in April 2018. I had done itmyself using cheap parts off Amazon (4 mounts for $80) and still having vibration problems. Unfortunately I paid Kerry’s $800 to replace them thinkongbthey would use better parts, but when I left it felt about the same and when I checked under the hood I saw the stickers on the parts were the same as the ones I had used. Several months later the vibration got worse. Finally in January 2019 I took it back to Kerry’s for a warranty repair. I dropped my car off at 7am on a Saturday. A few hours later they called and said one of the mounts failed and wanted to quote me the repair cost. I told them it should be warrantied, they looked it up and verified. Around 2:30 i called them back to see if car was ready and they told me they were working on it. 4:30 (30 mins before closing) I called and asked again and was told tech was putting in last mount. Showed up at 5pm to pick up car and had to wait another hour before they had my car done. Got in my car and while leaving the parking lot noticed my car was shaking violently whenever I came to a stop. 3 more visits to get my car fix and they couldn’t fix it. They told me that the new motor mounts where stiffer than old and because my engine runs too rough i’m getting more energy transfuramce into thr car body. Took my car to the Toyota dealer and paid $150 to get car diagnosed and was told that it was the aftermarket mounts Kerry’s put in. Was told that putting in factory mounts would fix problem. Took car back to the Kerry’s over at Norterra this time, had them fix by putting in factory mounts and now my car runs smooth. Kerry’s jingle about getting it fixed right the very first time, was not my experience.
Thank you for reaching out to us and letting us know we dropped the ball. We love what we do and we want for every customer to have the best possible experience. We are so sorry we did not resolve the issue on the spot. That is our policy and we failed to stick to it. We are constantly refining the way we do business and that is only possible thanks to candid feedback like yours. Please know that we are listening.
- Norterra