Pros 
Cons Fitzroy Service Station: A Mixed Bag of Grease and Gratitude
Fitzroy Service Station, nestled in Fitzroy, New Plymouth, has garnered a respectable 4.6-star rating based on customer reviews. Located at 530 Devon Street East, the auto repair shop consistently proves to be a local go-to for many, though recent experiences reveal a more nuanced picture. Open Monday through Wednesday and Thursday from 8:00 AM to 4:30 PM, they offer a convenient service window for Taranaki residents. They're closed Fridays, Saturdays and Sundays. The shop accepts both credit and debit cards, and recommends appointments for efficient service. Accessibility is a plus, with both a wheelchair-accessible entrance and parking lot available.
The High Octane Praise: Years of Trust and Top-Tier Treatment
Several long-time customers sing Fitzroy Service Station's praises, highlighting a history of reliable service and a friendly atmosphere. Pete and his team have clearly cultivated a loyal following. Here's a breakdown of what customers love:
- Dedicated Care: Many users, like one former New Plymouth resident who entrusted their 1971 Ford Galaxie to Fitzroy Service Station between 2006 and 2011, rave about the consistent care they received. This suggests a deep understanding of classic vehicles as well as modern cars.
- Dependable Repairs: Multiple reviews explicitly mention the reliability of the service and the lack of need for follow-up visits. “Nothing is ever too difficult or too much trouble,” according to one enthusiastic customer. This points to a commitment to quality workmanship.
- Problem Solvers: A customer needing a new battery specifically appreciated the swift, hassle-free service and the ability to find a suitable option within their budget – a stark contrast to a previous experience at a neighboring shop.
- Friendly Faces: The consistent mention of "friendly staff," “Pete and his friendly team” and "excellent, friendly service” underscores a welcoming and approachable environment.
- Competitive Pricing: "Excellent, friendly service at the right price" is a recurring sentiment, indicating value for money. Alongside this, the ability to supply your own parts can make service more affordable.
Shifting Gears: Addressing Concerns and Discrepancies
While overwhelmingly positive, the reviews aren’t without their share of criticism. A significant number of complaints relate to billing practices, communication, and potential oversight during servicing. Key issues include:
- Unexpected Costs: One customer reported being significantly overcharged (from $110 to $160+) despite supplying their own parts, with the discrepancy attributed to extra oil topping up. The lack of transparency regarding this additional charge is a major concern.
- Unfulfilled Services: A particularly troubling complaint involved a request to change a fuel filter that was reportedly not completed, despite the customer paying for it as part of the overall service. The failure to notify the customer about this omission during pickup is deemed "very slack” and raises concerns about the thoroughness of other aspects of the service.
- Communication Breakdown: One user cited instances of difficulty when attempting to cancel appointments, with the receptionist allegedly hanging up the phone. This highlights a potential need for improved customer service training.
- Part Explanations: A lack of clear explanation about why a supplied part was not used (in the fuel filter case, due to sizing) contributes to feelings of being misled and undervalued.
Table summarizing complaint highlights:
| Issue | Description | Impact |
|---|---|---|
| Overcharging | Invoice significantly higher than quoted price for parts supplied | Financial loss, lack of trust |
| Uncompleted Service | Fuel filter not changed despite payment | Incomplete service, potential vehicle damage |
| Poor Communication | Receptionist hanging up during cancellations | Frustration, negative customer experience |
| Lack of Explanation | Failure to explain why supplied part wasn’t used | Feelings of being misled |
The Verdict: A Service Station with Potential for Polishing
Fitzroy Service Station offers a compelling blend of established trust and occasional operational hiccups. The overwhelmingly positive feedback relating to skilled mechanics, friendly service, and reliable repairs positions them as a valuable asset to the New Plymouth community. However, the recurring complaints regarding billing transparency, communication clarity, and service completion demand attention. Addressing these areas—through clearer upfront pricing, proactive communication about parts usage and potential limitations, and improved customer service etiquette—could elevate Fitzroy Service Station from a well-regarded local hub to a truly exceptional auto repair provider. Consider calling +64 6 758 3535 to discuss your specific needs and ensure a smooth service experience next time.