Pros 
Cons A Mixed Bag of Rubber and Reviews: Simpsons Tyres & Autocare's Reputation
Simpsons Tyres & Autocare, a long-standing establishment nestled in New Plymouth Central, holds a respectable 4.7-star rating from a considerable number of reviews. Located at 22 Leach Street, New Plymouth, their opening hours are tailored to the working week, closed on Fridays and Sundays, with Saturday hours concluding by 1 PM. They offer conveniences like wheelchair access (both entrance and parking) and accept various payment methods including cash, debit, and credit cards. While delivery and same-day delivery aren't currently offered, they do facilitate appointments, recommending them for a smoother service experience. However, delving into the individual reviews paints a more complex picture—a tapestry of praise interwoven with frustrating customer experiences regarding communication, quality control, and staff interactions.
The Highs and the "A++" Moments
Several reviewers consistently highlight the positive aspects of Simpsons Tyres & Autocare. A recurring theme is the excellent service and workmanship provided by the team. One customer specifically praises a pre-purchase inspection which was easy to arrange, resulting in a helpful report and a thorough discussion. Another long-term customer speaks of years of consistent service and maintenance. A recent customer praised their tyre replacement service and affordable pricing, even noting the kindness of being provided a courtesy car while waiting. Beyond the technical work, small gestures like remembering a customer's smoothie and keeping it chilled demonstrate a level of attentiveness that resonates positively. These instances portray a business capable of providing outstanding customer care and building enduring relationships—truly earning the "A++" ratings some reviewers champion.
Here's a summary of positive experiences:
- Expert Inspections: Thorough pre-purchase inspections with clear reports and helpful consultations.
- Consistent Service: Years of reliable car maintenance and servicing.
- Affordable Pricing: Competitive pricing for both tyres and full services.
- Going the Extra Mile: Courtesy cars, remembering personal items, and generally exceeding expectations.
- Prompt and Efficient: Jobs completed as promised with timely communication.
Trouble in Paradise: Complaints and Concerning Incidents
This is where the narrative takes a downturn. A significant number of reviews reveal a pattern of concerning issues, particularly regarding communication breakdowns, errors in service execution, and less-than-professional staff interactions. One customer recounted a disturbing experience where miscommunication regarding a tyre rotation led to the installation of new tyres, followed by a heated confrontation with the owner who allegedly swore at them in front of their family. Another reviewer criticised the quality of work where the battery terminal was left unsecured, causing damage to the vehicle's bonnet. This was compounded by an apparent lack of accountability and no offer of assistance or apology. A further complaint described a forgotten tyre swap and indifference to the issue when contacted. The most alarming review accuses the shop of writing their own positive reviews, and recounts issues being left unresolved with staff exhibiting unprofessional attire. These complaints, often involving non-native English speakers, raise questions about cultural sensitivity and effective communication within the business.
Here's a breakdown of the negative experiences:
- Communication Breakdown: Misunderstandings leading to incorrect services performed.
- Poor Customer Service: Rude or unprofessional staff behavior, including abusive language.
- Service Errors: Incomplete work, damaged parts, and failing to follow instructions.
- Lack of Accountability: Refusal to acknowledge errors or offer solutions.
- Potential Review Manipulation: Concerns raised about the authenticity of positive reviews.
Can Simpsons Tyres & Autocare Turn the Tyre Around?
The experiences detailed within the reviews present a stark contrast. While many attest to excellent service and genuine care, a substantial portion highlights serious concerns regarding communication, quality control, and staff demeanor. The owner's lack of responsiveness to a detailed email outlining numerous issues – including the broken wheel caps and missed tyre swap – is a particularly disheartening aspect. The comparison to another tyre shop's policy of accountability for damages incurred during service emphasizes the need for change. To regain consistency and solidify their positive reputation, Simpsons Tyres & Autocare needs to prioritize staff training, focusing on communication skills (especially with customers who may not be native English speakers), quality assurance procedures, and a customer-centric approach characterized by accountability and genuine apologies when errors occur. The Kiwi spirit of "no worries" shouldn't extend to dismissing customer concerns; instead, it should be embraced as an opportunity to demonstrate exceptional service and build trust.