Pros 
Cons Premier Automotive: A Mixed Bag of Experiences in Tauranga
Premier Automotive, located on Eleventh Avenue in Tauranga, boasts a solid 4.5-star rating, drawing in a steady stream of customers seeking car repair and maintenance services. The workshop is conveniently open Monday to Wednesday and Thursday from 7:30 AM to 5:30 PM, with weekend and Friday closures. Facilities include wheelchair accessible entrance and parking, a free parking lot, and acceptance of debit card payments (NFC mobile payments are also accepted, though credit cards are not). However, despite the convenient facilities and accessible location, customer feedback reveals a more nuanced picture than the high rating initially suggests. This article delves into the various reviews, highlighting both the exceptional service some customers have experienced and the areas where Premier Automotive could improve.
The Good: Reliability, Expertise and Exceptional Customer Service
Several reviews rave about the quality of work and the professionalism of Chris, Taryn, and the team. Many specifically commend Chris’s experience and reputation within the local automotive industry. Recurring themes emerge throughout these positive reviews:
- European Car Specialists: Multiple reviewers, particularly BMW owners, highlight Premier Automotive’s expertise with European vehicles ("Awesome outfit for Europeans cars," "took my e36 there to get fixed!"). They appreciate the accurate quotes and efficient service.
- Prompt and Accommodating Service: Chris’s responsiveness and willingness to accommodate last-minute bookings are frequently mentioned, with one customer specifically noting being given a courtesy car when an unplanned service was required – an excellent display of customer service.
- Thorough Diagnostics and Refurbishment: Stories of breakdowns resolved quickly and efficiently highlight the team's capabilities. One customer's vehicle, towed in one day, was returned the next, "working as good as new."
- Advanced Technology: Some customers believe Premier Automotive’s technology allows for more accurate diagnostics and cost-effective issue resolution.
- Fair and Reasonable Pricing: Along with friendly service, several customers specifically mention the pricing is fair and reasonable. One reviewer specifically appreciated the quote falling under the initial estimate (a refreshing change of pace).
- Reliable WOF Services: A customer uses Premier Automotive consistently for Warrant of Fitness checks, demonstrating ongoing trust in their services.
Areas for Improvement: Communication & Follow-Up Concerns
While many praise Premier Automotive, a significant number of reviews point to concerning issues regarding communication and follow-up. These are serious points that need addressing to maintain customer loyalty and repair the image of the business.
- Lack of Follow-Up: The most prevalent complaint revolves around a failure to follow up on promises, particularly regarding quotes. One customer, after bringing their BMW in for brake issues, received an initial diagnosis with a charge of $100, but never received the promised quote for repair and new tires, leading them to seek service elsewhere.
- Poor Communication Regarding WOF Results: One reviewer experienced frustration after their vehicle failed a Warrant of Fitness. They weren’t notified when the car was ready for pickup, leaving them stranded in town with children and finding the mechanic unavailable to explain the failure. This suggests a need for clearer communication procedures, especially regarding the WOF process.
- Rudeness and Disrespectful Staff: A single, stark review mentions rude and disrespectful staff behavior, drastically contrasting the friendly experiences outlined by others. This suggests a need for staff training to ensure consistent professional interactions.
- Unreliable Diagnosis & Secondary Appointments: One BMW owner reports receiving a phone call after their initial appointment informing them a secondary appointment would be needed to carry out the original repair, potentially signaling a potential issue with diagnostic accuracy.
Weighing the Evidence: Is Premier Automotive Right for You?
Ultimately, deciding whether to entrust your vehicle to Premier Automotive is a nuanced decision. The varied experiences highlight both its strengths and weaknesses. Here's a summary:
| Positives | Negatives |
|---|---|
| European car expertise | Communication breakdowns (quotes, WOF notifications) |
| Professional & Experienced Team (especially Chris) | Potential for rude staff interactions |
| Efficient Service & Accurate Diagnoses (in many cases) | Potential need for secondary appointment for initial fix |
| Fair and Reasonable Pricing | Limited payment options (no credit cards) |
| Convenient location & Accessible facilities |
If you own a European car and are seeking reliable repair and maintenance, and particularly if you can communicate clearly and persistently to ensure follow-up, Premier Automotive might be a good choice. It is however, advisable to confirm the specific staff member working on your vehicle and to confirm communication processes before handing over your car for work. The company's responsiveness to these critiques will be key to maintaining its positive reputation in the Tauranga community.