Pros 
Cons Wills Automotive: A Mixed Bag of Kiwi Car Care
Wills Automotive, located at 9 Durham Street, Ngāruawāhia, has garnered a rating of 4.2 out of 5 based on customer reviews. This Ngāruawāhia mechanic operates with extended hours, open from 6:30 AM to 7:00 PM Monday to Friday, and 7:00 AM to 5:00 PM on Saturdays and Sundays. The workshop boasts onsite services and prioritises accessibility with wheelchair-friendly entry and parking. Payment options include debit cards and NFC mobile payments, but credit cards are not currently accepted. The business prides itself on being a full-functional workshop offering reliable service and tackling a wide range of automotive needs. Phone them directly at +64 7 824 8795.
The Praises: Speed, Expertise, and Helpful Staff
A recurring theme amongst positive reviews is the impressive speed and helpfulness of the team, especially Carl. Customers frequently highlight their ability to quickly diagnose and address urgent issues, like one instance where an ABS error was resolved within an hour of drop-off. Here's a breakdown of the complimentary feedback:
- Rapid Response & Diagnosis: Several reviewers lauded the quick turnaround times and Carl's thorough explanations of diagnoses. One customer was initially expecting a weekend without their car but received a call at 5:30 pm stating it was ready to go.
- Expert Knowledge: Customers appreciate the team's technical expertise and ability to tackle a variety of car problems. One reviewer even proclaimed Wills Automotive to be "maybe the best workshop in this country."
- Friendly and Welcoming Atmosphere: The receptionist's consistent smile and the team's collaborative approach create a positive customer experience.
- Reasonable Pricing: While not always explicitly stated, the consensus is that the workshop offers fair and competitive pricing for the quality of work performed.
"Amazing service, I'll be using them now for any future car things. Thanks so much Carl and the team!" - A delighted customer.
The Concerns: Rudeness and Questionable Diagnostics
Despite the positive feedback, a significant number of reviews raise serious concerns, particularly regarding unprofessional behaviour and potentially inaccurate diagnoses. The most frequently cited complaint involves an extremely rude employee, resulting in a negative experience during a simple task like collecting cardboard. Here's a summary of the grievances:
- Unacceptable Rudeness: Multiple customers have reported experiencing intensely rude and dismissive behaviour from a particular employee. This includes aggressive actions and disrespectful communication, as described in a particularly detailed account regarding cardboard disposal.
- Inflated Work & Dishonest Practices: Some reviewers allege that Wills Automotive attempts to add unnecessary work to jobs, resulting in inflated bills. One customer stated, "If they can add a few more hours work on a job they will and they will make u pay for it."
- Inaccurate Diagnoses & Unjustified Charges: Perhaps the most concerning accusation involves mechanics failing to properly diagnose vehicle problems, leading to charges for unnecessary work. One client recounts being "led down the garden path" and charged for investigating a fault that didn't resolve the issue.
- Poor Communication & Follow-Up: Several customers reported issues with the workshop failing to return calls regarding scheduled repairs, leading to frustration and the need to seek alternative services.
| Issue | Description |
|---|---|
| Rudeness | Aggressive and disrespectful employee behaviour. |
| Overcharging | Adding unnecessary work to inflate bills. |
| Misdiagnosis | Incorrectly identifying the vehicle's problem leading to wasted expenses. |
| Lack of Communication | Failing to return calls and keep customers informed about their vehicles. |
Moving Forward: A Need for Consistency and Improved Communication
The reviews paint a picture of Wills Automotive as a business with immense potential marred by inconsistencies. While many customers rave about the speed, expertise, and helpfulness of certain staff members (particularly Carl), the persistent complaints regarding an employee’s blatant rudeness and the accusation of questionable diagnostic practices cannot be ignored. Addressing this internal issue is paramount to improving the overall customer experience.
To regain complete customer trust, Wills Automotive should consider:
- Staff Training: Implementing customer service training programs focused on professionalism, communication, and empathy.
- Complaint Resolution Process: Establishing a clear and transparent process for addressing customer complaints, ensuring that concerns are taken seriously and resolved promptly.
- Second Opinions: Encouraging customers to seek second opinions for complex repairs to ensure transparency and build confidence.
- Improved Communication: Implementing a system to ensure timely communication with customers regarding the status of their vehicles and any necessary repairs.
By acknowledging and addressing these concerns, Wills Automotive can solidify its reputation as a reliable and trustworthy mechanic in Ngāruawāhia, transforming its mixed reviews into a consistent stream of positive experiences.