Pros 
Cons Auto Salvage: A Mixed Bag of Experiences in South Dunedin
Auto Salvage, located at 84b Glasgow Street, South Dunedin, Dunedin 9012, NZ, presents a complicated picture for those seeking towing and vehicle storage services in the Dunedin area. Operating 24 hours a day, 7 days a week (+64 800 288 674), the company boasts impressive availability. However, user reviews paint a contradictory portrait, showcasing both exceptional service and deeply frustrating experiences. The rating of 4.20 suggests a generally positive impression, but the concerning allegations detailed in some reviews warrant careful consideration. Understanding these contrasting narratives is crucial before engaging their services.
The Shadows of Storage Charges and Unfulfilled Promises
Several reviewers have voiced significant concerns regarding storage fees and communication breakdowns with Auto Salvage. One particularly troubling account alleges a pattern of deliberately obstructive behaviour, with the yard seemingly creating artificial delays and then charging exorbitant storage fees. This specific user noted the company’s seeming disregard for customer concerns and a dismissive attitude when attempting to resolve billing disputes.
Here’s a summary of the key issues raised:
- Unjustified Storage Charges: Reports of being charged for storage time caused by Auto Salvage's own scheduling errors or delays.
- Poor Communication: Inconsistent communication regarding vehicle availability and pickup times, leading to frustration and added costs.
- Allegations of Review Manipulation: A suggestion that negative reviews are potentially suppressed, presenting a skewed perception of the company’s reliability. This is supported by multiple reports from various sources, including other transport providers.
- Cowboy Tactics: A general feeling of being treated unfairly and with a lack of professionalism, with aggressive and uncaring interactions on the phone.
It’s important to acknowledge the weight of these claims - multiple individuals, including drivers from other transport companies, have reported similar experiences. While not definitive proof, it raises serious questions about the company's practices.
Shining Stars: Scott and Jen – Testimonials of Outstanding Service
Despite the concerning aspects outlined above, a significant number of reviewers highlight the exceptional service provided by specific individuals within Auto Salvage – namely Scott and Jen. These testimonials stand in stark contrast to the negative reports and indicate that the quality of service can fluctuate wildly depending on who you interact with.
Here's a breakdown of the consistently praised aspects of their service:
- Prompt and Reasonable Quotes: Scott, in particular, is repeatedly praised for providing quick and competitive pricing.
- Timely Vehicle Pickup & Delivery: Several users experienced vehicle pick-up occurring exactly on schedule and prompt delivery times. One impressively reported a delivery to Auckland in just five working days, well ahead of the ten-day estimated timeframe.
- Excellent Communication: Scott's communication skills are consistently lauded, described as professional, clear, and reassuring throughout the process.
- Exceptional Customer Service (Jen): Jen is frequently described as “next level amazing,” with “outstanding” customer service skills. Many reviewers credit her, and Auto Salvage as a whole, for providing crucial assistance in difficult situations.
- Reliability & Problem Solving: Auto Salvage, particularly through the efforts of Scott and Jen, has demonstrably helped customers out of difficult situations, earning them significant gratitude.
| Employee | Praised For |
|---|---|
| Scott | Quick quotes, timeliness, communication |
| Jen | Outstanding customer service, problem solving |
Navigating the Auto Salvage Landscape: Recommendations & Cautions
Ultimately, engaging Auto Salvage appears to be a gamble. While the 24/7 availability and potential for exceptional service (specifically through Scott and Jen) are attractive, the serious allegations of unfair storage fees, poor communication, and potential review manipulation cannot be ignored.
Here's a summary of recommendations and cautions:
- Request Scott or Jen: If possible, specifically request Scott or Jen to handle your transaction. The overwhelmingly positive feedback suggests they provide a significantly better experience.
- Document Everything: Keep meticulous records of all communication, agreements, and charges. This is particularly important regarding storage fees.
- Clarify Storage Policies: Before leaving a vehicle with Auto Salvage, thoroughly understand their storage policies and associated costs. Get it in writing.
- Verify Availability: Confirm the vehicle’s availability and pickup time directly with the yard, and ideally obtain written confirmation. Don't rely solely on third-party communications.
- Consider Alternatives: Given the mixed reviews, explore other towing services in the Dunedin area to ensure you’re getting the best possible value and service.
- Be Aware of Potential Disputes: Be prepared for the possibility of disputes regarding fees and storage time, and have your documentation readily available.