M. Ak

Beyond Disappointing Unfortunately my experience with Autofast has been beyond disappointing. Even though I believe Felipe is a good person, the service that I received from them has been frustrating and super stressful. I had to work with them thrice over the last two years and each time I came across with numerous communication and service issues. More importantly their service is overpriced, incomplete and they never intend to fix their mistakes unless you agree to pay extra. After my two unpleasant experiences, I didn’t make it a big deal as mistakes happen sometimes when you get busy, and as I said I believed in Felipe’s good intention. However, after the last service, I decided to leave this feedback here for other people to be mindful about their service. Because unfortunately they do never acknowledge their mistakes and don’t take any ownership of their failures. First time I contacted them it was two years ago as my car got crushed by another driver and front bumper and fog light partially came off. My partner and I, we went to the store and asked if it’s possible for them to find a replacement for the front bumper & fog light. They said they will check and contact us. We kept asking them (follow-up) for almost more than a month if they have found anything for us - we both called and went to the store in person- maybe at least 4-5 times. In the end, we haven’t heard back (not even a negative response saying that sorry we tried but we couldn’t find any bumper for your car) Second time I contacted them it was around 3-4 months ago as my car suddenly stopped going reverse. Then, they found out that gearshift cable set had to be changed and they had to order from Melbourne, which I agreed and it was supposed to be delivered in 3 business days per Autofast and they were going to fix it on the same day. First I was told they ordered the parts so we were just waiting for parts to arrive and next day I received a call from the receptionist saying that I had to pay straightaway for the fee otherwise parts won’t arrive so I’ll stay without a car. (So they hadn’t ordered parts even tho they said they did day before). After that, I agreed as I needed my car desperately as soon as possible. However, two weeks after I paid, I was told the part still hasn’t arrived from Melbourne (it wasn’t a public holiday or anything so it was super bizarre). Then I asked them could you please give me the number of your supplier and I call them because the part is only coming from Melbourne and has been already two weeks. They gave me the number of the supplier and I called I was told by the supplier that parts already in Adelaide and they are waiting for Autofast to pick it up which they didn’t and simply ignored it, like my previous experience. After my call, they went to pick up the part and fix my car. Almost 15 days waited for something which could have been done way earlier. Later on, they promised me they will find a front bumper (after almost two years) which will look it as original so I waited for them to have the right bumper and replace it finally. First they gave me a quote for a bumper but then they realised it’s going to be unpainted, then I told the receptionist no rush, until you find a painted bumper. Few weeks later he said he found painted one which will look like original colour. While they’re changing the bumper, -Even tho my experience till now wasn’t pleasant- I decided to get the service done with them too. Two hours after I left my car with them, I received a call from Autofast saying that front brake pads need to be changed as it was far below minimum thickness. I said Felipe look it’s going to be over my budget but if you think it’s necessary, I trust you, go for it. And he told me if you want you can pay the first half now and the other half later as I already spent more than 3k in the last few months. I agreed and thanked him for his help. After the service, I drove my car for two days including with friends and family, everyone around me (who regularly rides the car) realised that there’s something wrong with the brake as it’s extremely noisy every time I do use the brake. Moreover, after spending more than 2k, my front bumper wasn’t replaced as promised (original painted) and brakes got worse & extremely noisy. When I gave them the service feedback in regards to bumper and brake; 1. I was told if I want, they can paint the front bumper and replace it again for another $400 extra as if the staff member didn’t assure me new bumper will look like “original painted black”. And then I was told again ah it was a “miscommunication”. The only reason why I spent this much money for front bumper to be replaced as original as it was. Literally it was like as if I threw my money away. 2. In regard to, brake noise complaint I was told, if I don’t want to hear the noise, they will need to change rear pads (another extra $$$) as well. And I asked him, he was the one that offered me to change the front brake pads as part of general service and after the service noise is appeared. why didn’t you offer me to change the both front and rear brake pads if the noise will appear only when one of them been changed. Do you think this is normal to give my car back in a much more noisy condition than before. First time in my life I spent this much money for something which I think it wasn’t worth at all and the job hasn’t been done properly. Unfortunately whole experience made me feel like I got scammed.

Date of experience: 11 July, 2024