Pros 
Cons Hodge Motors: A Mixed Bag of Merrilands Mechanics
Hodge Motors, located at 204 Mangorei Road, Merrilands, New Plymouth (phone: +64 6 758 8723), is a well-established auto repair shop serving the Taranaki region. With a current rating of 3.8 out of 5, reviews paint a picture of a business offering both exceptional service and frustrating inconsistencies. Open Monday to Friday, 8 AM – 5 AM, Hodge Motors provides a range of automotive services, but its reputation is nuanced, swinging between praise for skilled work and criticism regarding customer service. Customers can expect to book appointments (appointments recommended) and pay via credit and debit cards, and NFC mobile payments are also accepted. The shop offers excellent accessibility features, including a wheelchair accessible entrance and parking area.
The Good: Kim's Handbrake Heroics & Speedy Puncture Repairs
Several prominent reviews highlight instances of outstanding service. One particularly enthusiastic customer lauded Kim's diligence in finally resolving a persistent handbrake issue that previous mechanics had failed to properly address. This demonstrates a commitment to going beyond simple adjustments and tackling the root cause of problems. Beyond this, Hodge Motors receives significant praise for their responsiveness.
Here's a breakdown of the positive feedback:
- Handbrake Expert: Kim’s ability to properly fix a longstanding handbrake problem earned high marks.
- Short-Notice Puncture Repair: A stranded driver was impressed with the quick and affordable puncture repair, completed in under an hour with no prior appointment. This speaks to their willingness to assist even without a scheduled booking.
- Holden Specification Servicing: Clients appreciated servicing performed to specific Holden standards, indicating expertise with a wider range of vehicle makes.
- Trustworthy & Helpful Team: Multiple reviewers describe Hodge Motors as a “great team,” conscientious merchants, and a trustworthy local business.
- Late Paperwork Assistance: Marcia's willingness to stay late to complete paperwork and ensure a vehicle could be released for work the next day was deeply appreciated.
These testimonials portray Hodge Motors as capable mechanics who genuinely want to help their customers.
The Not-So-Good: WOFs, Parking Fines, and Rude Front Desk Experiences
Despite the positive experiences, a significant number of reviews express serious concerns, particularly surrounding WOF (Warrant of Fitness) inspections and customer service. These issues significantly impact the overall perception of Hodge Motors.
Here's a summary of the reported negatives:
- Parking Fine Woes: One customer received a parking fine due to their vehicle being parked in a shopping mall carpark during a WOF inspection. This highlights a lack of communication regarding vehicle storage policies. The customer also criticized the rude response received when questioning the situation.
- Lack of Vehicle Holding: This relates to the previous point – Hodge Motors does not appear to hold vehicles after service, a detail customers feel should have been communicated upfront.
- Questionable Repair Quality: A particularly concerning review alleges that Hodge Motors took money without resolving the underlying vehicle issue, leading to a strongly worded “never again” statement. This highlights a potential quality control or communication breakdown.
- Rude Front Desk Staff: Recurring complaints mention a “rude woman” at the front counter, impacting the overall customer experience.
| Issue | Details | Impact |
|---|---|---|
| WOFs & Parking | Vehicle parked in carpark, resulting in a fine. | Negative customer experience, potential financial burden. |
| Vehicle Holding | No communication regarding vehicle storage. | Customer frustration, lack of transparency. |
| Repair Quality | Alleged unresolved issues after service. | Loss of trust, financial waste. |
| Customer Service | Rude front desk staff. | Negative perception, discourages repeat business. |
Moving Forward: Addressing Concerns and Maintaining Strengths
Hodge Motors possesses clear strengths – skilled mechanics like Kim, a willingness to accommodate urgent repairs, and a commitment to specifications like those for Holden vehicles. However, the persistent complaints regarding parking issues, lack of communication, and customer service (particularly the reported rudeness of some front desk staff) are areas demanding urgent attention.
To improve its rating and solidify its reputation in the New Plymouth area, Hodge Motors should consider:
- Improving Communication: Explicitly informing customers about vehicle storage policies during WOF and service appointments. Proactively communicating pick-up times and expectations.
- Customer Service Training: Providing training for front desk staff with a focus on empathy, active listening, and conflict resolution.
- Quality Control Measures: Implementing stricter quality control procedures to ensure repairs are completed effectively and to client satisfaction. A follow-up call after service to gauge customer satisfaction could be beneficial.
- Addressing Negative Reviews: Responding professionally and constructively to negative reviews online, demonstrating a commitment to resolving customer concerns.
By acknowledging and addressing these areas for improvement, Hodge Motors can leverage its existing strengths and potentially elevate its reputation as a reliable and customer-focused auto repair shop in Merrilands, New Plymouth.