Date: Sat, 26 Jul 2008 20:02:14 -0400
From: Ramona
Subject: Good, No excellent car repair service in the Pittsboro area

Wow, all the negative comments regarding people’s horrible experiences with Chapel Hill Tire has prompted me to recount an EXCELLENT service experience I received from a locally owned small business. Auto Pro, just past the Haw river on 15-501. Six miles north of Pittsboro. Just past the Haw River bridge.

I called for an estimate. I set an appointment. When I arrived they were ready for me. No waiting. I went in to have an oil change. Yet my check engine light was on. I was told by Jennifer that it would cost $39 to get a reading on why my light was on. I said ” I suppose that needs to be done” she quickly said “not necessarily” sometimes it is something as inconsequential as a gas tank lid not being tight enough.

After they examined my car she brought me out my air filter and showed me that it was quit dirty. I said ” let’s replace that” she responded ” we will be happy to do that for you. However it is simple for you do do this. If we do it for you we must order the part, have it delivered and add that cost to your bill. It is easy to replace it is just two latches, let me show you. If you would like you can go to Pittsboro to the auto parts store and get the part yourself. Or we will be happy to do that for you.”

She also explained it takes around a hundred miles for the check engine light to go off after I had corrected the problem. I was in and out quickly. My bill was to the penny what my estimate had been. Plus Barry, the owner answered some additional questions I had about other vehicles.

There were some services ( tire replacement, interior steam cleaning etc. ) that he did not provide. Yet he was kind enough to get cards out for those that provide those services and ask them to treat me with great regard , as I was a client of his. From this I learned he is very well respected by those in his field.

Jennifer was correct. I spent $10.25 on an air filter and after 97 miles my check engine light went off. It is amazing to me that I would have felt well serviced by them performing those services, yet they declined feeling they may not be necessary. They saved me a great deal of money.

All of the employees were professional and courteous. The facility was clean and neat. I have never been so happy with car service in my life. I have since spoken with many people that have has similar experiences. It is a gift to have these honest, helpful , kind people in our community.

Please support their business. Their phone number is 542-0964.

Date: Wed, 23 Jul 2008 08:26:48 -0400
From: Dan Cahoon
Subject: complaining

I have been reading and learning from fellow chatlisters of good and bad experiences with local businesses. There seems to be a trend here. The local automotive service and sales companies seem to want our business. Many have spoken up for and against several local businesses that provide vital transportation and service to the local community. I have myself mentioned an unfortunate and inconvenient brush with one of the companies in the area (much to my chagrin).

Complaining to the management is only useful if the management is concerned about keeping customers. Money is money and these businesses are there for profit not service to the community. Several local businesses have recognized how important good customer service is to future business (and profit).

In a small town it would be folly to drive away customers, yet many local businesses seem to take a proud attitude to the needs of their customers. “If you don’t like the way we do business then go somewhere else”. This attitude seems to imply that those businesses are the only options in the area (indeed, they are the only local options, look at the yellow pages in the area, many categories of service are represented by only one company). This attitude seems to arise from hubris, that being the only game in town somehow gives these businesses the right to abuse their customers when the fancy strikes or when the dollar calls. Sacrificing customer service for profit in the near term may seem foolish to those of us used to adequate competition, but it is part of the local culture. Why work to improve when the customer has no other local option? Many
services offered in this area are non-negotiable. Try getting a well dug or a septic field installed. I have had great experiences in those areas but I know others who have had problems.

Still, I felt at the time that my local options were slim and that I was lucky to have the great service that I received. Nevertheless, those service providers did have the same attitude of hubris, that I had no other choice. They were right and I was careful to treat them well and thank them for their service (the customer, thanking someone for the right to spend money, imagine).

The recent discussion regarding CHT, Enterprise Rentals and Pittsboro Chevrolet, while banal to the extreme, have been most helpful in my current state of vehicular distress. I too went to Pittsboro Cheverolet, interested in purchasing a new or used vehicle. My big dumb truck, while beautiful (not) is not what I need to be safe with my family and I decided to take advantage of the current liquidation of older model trend to find my first new car in years (I deserve it these days). This purchase will done by me, for me and for me alone.

In some ways it is like growing up. Purchasing a vehicle can be very scary. Those of us with rudimentary knowledge of such things are right to be wary of scoundrels and liars. There are some ways to guard against chicanery and deceit, but at some point any large transaction comes down to trust.

When I sat down to look at cars (just to look) I began to detect the same old slime that I have encountered in other towns and auto sales establishments. First, I noticed that none of the vehicles had prices on their specs. I am always suspicious when the price is not stated clearly. Does it change with the customer (aka the chump)? Still, I understand the sales technique. The saleman knows that most customers are financing and so more concerned with the monthly payment rather than the total cost. Are we not just borrowing this matter for a time? Those of us who must finance large purchases don’t really own any of it.

My philosophy regarding stuff is based upon my available resources. As long as I can afford what I need and want then who cares in the long run whether or not I got the best deal. I also heed the words of Klik an Klak. They have counseled many to look at car payments and car repair as equal evils. If you drive, you pay. If a monthly payment over time is less than one would pay for repairs then a new car may be the best route. Older cars can be great but they need more maintenance and sometimes can be more expensive than a new vehicle payment over time.

The saleman at PBO Cheverolet was very nice, but clearly a junior partner at the table and so constantly going to his manager for approval of his sales technique. I am a saleman myself and so know somewhat the rigamarole that was occurring in whispered discussion at the managers desk (the manager kept looking at me around my salesman head, as if to size me up). I knew then that there was something up.

Sure enough, when my salesman came back he had an offer on a car I had test driven. Despite my assurances that I needed a certain monthly payment and low downpayment, he had an offer that was far beyond what we had discussed. My suspicions were confirmed and I quickly got out of there. I am a strong individual, not swayed by false stories or sales pressure, yet I fail in the same way as others. I want to trust and so get taken in. Buyer beware indeed. All car sales are fraught with financial pain. All of the salemen know that the customer will tend to overlook flaws in the transaction, especially if the customer is driving around in a new car. Attachment cause pain.

PBO Cheverolet has called me several times now, trying to convince me to come down and “make a deal”. I finally had to say that I would never do business with them. It hurts because I did believe that buying local was the best for the community and myself. Unfortunately PBO Cheverolet is doing business the same way it has done for years, putting immediate profit ahead of long term customer satisfaction. Perhaps they will continue to do well. After all there is a sucker born every minute and PBO will continue to have new prey move into the area. PBO Cheverolet could keep this up for years. Baiting and switching, lying and stealing their way to riches untold.

Complaining to the manager wouldn’t work in this situation because the manager is the problem. The manager is there to make money, ethics be damned. It is much the same at PBO Enterprise and many other local businesses. Profit is king and “where are you going to go?”.

I will take my vehicle business to another town with greater competition that might offer better service or at least options. I am a sucker but once licked twice shy (too intimate an aphorism?). I choose wariness when encountering angry dogs, over friendly salesmen, and offers that look too good to be true. Perhaps I miss the good deals, but I am tired of being taken by the unethical. I don’t treat my customers that way. My customers trust me. They know that I am putting their needs foremost in any transaction, to the detriment, at times, to my own needs. Maybe that is an uwise way to do business, but then, I a good person.

I will share my favorite vehicle repair business. Pittsboro Automotive is the kind of business that I can trust. They do all repairs in a timely fashion, explaining every step along the way. It is a family business (not that that always matters, families can be scum too) and the owners have treated me with respect and kindness, even counseling me at times on the wisest path for my vehicle. For Pittsboro Automotive, customer satisfaction is the most important. They know that happy customers will sustain their business for years to come.

PBO Automotive is investing in the future by taking care of it’s customers in the present. I wish they sold cars!

I also urge others to be patient with large purchases. Investigate, explore other options, have vehicles checked by a trusted mechanic (PBO Automotive, of course) BEFORE purchasing. A trustworthy car salesperson would probably recommend that as well. Pushy sale people who want the sale today don’t care about the future, as long as they get their commission, all is fine. Don’t do business with them.

Try this. Go into PBO Cheverolet (or any other car dealer) and begin the process of actuallly buying a car. Watch them closely to see how they try to manipulate and deceive and then right before you sign the paper for a deal, walk out without an explanation. It feels good. For once the predator is confused, the prey escapes un-scathed and the manager given a message. We don’t have to buy anything. We are not trapped. We can choose.

I will be purchasing my new vehicle in another town that offers some reasonable competition. The deals are out there and I know I can find the best one for me.

I think I want a Honda anyway.

Be Careful out there.
Dan the slow learner

–
Dan Cahoon
Moncure, NC 27559

Date: Tue, 22 Jul 2008 12:33:29 -0400 (GMT-04:00)
From: Jenn
Subject: re CHT

In response to the chatlist about CHT:

You need to complain to management that is what they are there for. If you don’t, a lot of time the employees are not going to get themselves in trouble by telling their manager. One call to the manager is all it takes. I have never gone there and don’t plan to from all of the bad stuff I have heard but I think that everyone needs to put in their complaints to him.

I have been a manager and you have alot of responsibilities you can’t know everything that is going on every minute of every day. Trust me if I don’t like something I go straight to management where ever it is that I had a problem.

“Steve Taylor wrote in and asked that people with complaints contact him. Why should customers always have to go to management? If the employees can’t handle the job, perhaps new training or new employees are needed.”

Date: Tue, 22 Jul 2008 11:33:10 -0400
From: Tahira Subuda
Subject: Good tire/auto service

I cannot comment on Chapel Hill Tire since I have never used their services but I can tell you that Nelson Tire & Auto in Siler City does quality work.

I should know, as I am a commuter from Greensboro and have been for over a year and they have taken care of my car needs with accuracy, courteousness and friendly mail reminders.  I needed some work done on my vehicle and received a quote in Greensboro for approximately $1200.  I came to work and upon the advice of a co-worker, took my car to Nelson’s.

Not only was my quote drastically less at $680 but one of the problems was non-existent.  They have replaced two of my tires as well and I have not had any problems;  they even sent me a friendly reminder that it was time for my oil change and tire rotation!

I am very pleased with the staff and the quality of service that is offered and highly recommend their business to future customers.

Tahira Subuda

Date: Thu, 17 Jul 2008 10:21:48 -0400
From: Sledd Thomas
Subject: Regarding Chapel Hill Tire at Cole Park

I have been a customer with Chapel Hill Tire for some time. I know Marc Pons personally and to a lesser extent his brother and sister.  In this life two ideals they hold high are integrity and honor.  I feel comfortable saying that as I feel I know them.  Yes, I have had to go back and talk with the counter staff at Cole Park about a missed this or that.  We always worked it out.  I left feeling good about them.

When I was the one wrong, they were gracious about it.  My experience has been that they always try to do the right thing when given a chance to do so.  Additionally my experience has been that the employees who represent Chapel Hill Tire and the Pons Family work hard to live up to the ideals of honor and integrity the Pons’ family hold high.

I’m not complaining here, just saying that we see the Cole Park Store a fare amount as the mileage on our cars ranges from over 160,000 to over 200,000 and things wear out. It’s time for me to go see them soon and I’ll do so.

Sledd Thomas, another 501 traveler trying to keep it in the right lane.

Date: Thu, 17 Jul 2008 16:34:38 -0500 (CDT)
From: Stephen Taylor
Subject: rare reply from Chapel Hill Tire

My name is Steve Taylor and I’m the manager of Chapel Hill Tire Car Care Center at Cole Park Plaza.  I monitor these posts daily and also feel that there is quite a bit of useful information shared across this community by this chatlist and think personally that Gene does a great job.  I would also like to think that the majority of stories spread on here are impartial and are spread for public benefit.  However, there is a disclaimer on the bottom of the chatlist because Gene in his wisdom knows that not all information on here is accurate, or impartial. “The contents of the digest do not necessarily reflect the opinions of Chatham Online, the Chatham Journal, or Gene Galin. We make no warranties, either expressed or implied, about the truth or accuracy of the contents of the Chatham County Online E-Mail Digest.”

I will start by saying that anything that involves human decisions and behaviors can lead to errors daily and I hope we have responded fairly and quickly to the complaints and mistakes made by me and my employees. I take responsibility for these experiences and apologize if they did not live up to our customers expectations.  With that being said I read alot of experiences on here that I was not informed of during or after and it is impossible for me to rememdy any of these situations if I’m not aware. We track all rechecks weekly and have a very minimal amount compared to other high volume shops, and I would be happy to sit down with any individual and go over our quality control process’s.

We help maintain and repair tens of thousands of local cars a year using the various vendors parts and suppliers, and stand behind them with a two year/24,0000 mile warranty.  We love our Chatham customers and Chatham County and have invested a great deal into providing them with the best service experience possible, while providing thousands of dollars to local charities and organizations.  All I’m asking for is a chance to rectify any situation that we are at fault or grievance that we can help provide a solution to before public accusations are made.  I would also like to invite questions or visits to our establishment and allow us to show youthe processes that insure that our successful repairs and services that dwarf our mishaps and mistakes.

In conclusion I would like to personally thank our loyal Chatham customers that has allowed us to be successful in Chatham County and let them know how hard we are working to make their experiences even better and minimize our mistakes even more.  We are having our best year ever and our customer service index is 9.62 on a ten point scale. That index is given by our customers and they are picked at random and by repair. That is credit to great customers and great employee’s.  As I reflect on this post I think there are a lot of peple out there that really likes us and for that, my greatest thanks.

Sincerely,

Stephen Taylor
Store Manager
Chapel Hill Tire Car Care Centers
Cole Park Plaza

Date: Thu, 17 Jul 2008 08:59:08 -0400
From: Pete Jaeger
Subject: my 0.02 re CH Tire

I’ve been a customer of CH Tire for over 30 years.  Dealt with Mr. Al Pons in CH before his two sons (Mark & Brett) took over after his untimely death.  Al used to loan me his black Mercedes while my car was in the shop – that was some type of “loaner”!

The main thing that is disturbing to me about a number of posts re the CH Tire @ Cole Park is the reference to the “attitude” of the staff!  I have never in my many years with either store had anything but polite knowledgeable folks handle my inquiries or biz.  If, in fact, I had good reason to be in a rush for service they always tried to accommodate me.  Lest you think I only go there occasionally I’ll add that with my rubber tired farm trailers/vehicles and personal cars I’ve got (had to stop and count) over 28 tires that they service or replace.  This excludes the farm tractor tires – another firm comes to the farm for that service.  Actually, more tires if I include those of my trainer’s truck and personal car!  He travels (with wife and two small kids) from CH to Mass. to OKC and many show arenas in between – towed by a 350 model truck and a 6 horse, gooseneck 3 axel trailer + equip.  I can’t say he hasn’t had a few tire issues over the years but Marc’s people have always solved his truck maintenance and tire problems and treated him well!

While I have noticed some recent turn-over in personnel at the Cole Park biz I still have never experienced any of the rudeness or lack of attention or explanation to my service problems – I have on occasion been told that with a particular problem I might be better served to go to another (competitive biz) as they were better equipped to serve my particular need – I think that was a split rim issue on one of my trailers!

In any case I agree with those who have posted in their defense.  I just cannot believe some of the “stories”!  Also, if I were going on a long distance trip I might consider new tires (I know extra $$) versus “patching up” old(er) ones and hitting the road – my peace of mind at 65-70 MPH is worth a lot!

Keep up the good work Marc (and Brett)!

Pete
Flintlock Group, LLC
Flintlock Morgan Horses

Date: Wed, 16 Jul 2008 10:43:08 -0400
From: allen baddour
Subject: Chapel Hill Tire

I have had a completely different experience at Chapel Hill Tire. I used them in the 1980s and 90s and have returned to them now that they have a location in Chatham.

One of my cars is a Jetta. Jetta owners know that Jettas have electrical issues. Mine is about 10 years old and has some electrical issues and an oxygen sensor issue. This has put the check engine light on fairly consistently for the last 5 years or so UNTIL I got the car to Chapel Hill Tire and they figured it out. Through no fault of theirs the oxygen sensor has failed twice since it was installed, and each time CH Tire has replaced it for free, volunteering that they would do so without me even asking.

In general, I think car repair services are sorta like golf. Golfers think because we’ve hit one good shot, we can repeat that every time, and we get frustrated when that doesn’t happen. That’s not reality. Our cars are machines, and I for one think that it should run well, without major servicing, for a long time. This isn’t always the case. And when repairs come, I tend to get frustrated and can blame the messenger if I don’t catch myself.

Chapel Hill Tire is locally owned and has been in the Pons family since at least the 1970′s. They have no reason to manufacture reasons to service your car. They have plenty of business without making stuff up. Their service is good, the front desk is helpful, and they have a shuttle service.

I’ll keep taking my family’s cars there.

–
Best,
Allen Baddour

Date: Wed, 16 Jul 2008 09:59:58 EDT
From: Greg Jones
Subject: merchant update 7-16

thanks gene…an amazing response from the chatters…several direct  e-mails and a ton of posts!

situation resolved, the manager of the  tire store called me Monday morning explaining the credit for my alignment  charge had been posted and indeed it was, so money back, all is well.

In defense  of that store, I had a tire failure on my work van, a one ton american made full  size truck, and they had me back on the road within hours at a reasonable price.  No problems there, my car however is another matter, a european, front wheel  drive, turbo charged, 30 mpg sports sedan.

I should know better than to not  take it to Tioga’s for all repairs.  Noah at stellar alignment, behind  Tioga’s actually did the repair work on my car, under estimate for both time and  cost..for our readers out there let me recommend them..noah @ stellar alignment..919-636-5705 and tioga @ automotive solutions…919-933-3884…tioga  specializes in european autos.

Date: Wed, 16 Jul 2008 09:02:29 -0400
From: Ann Harvel
Subject: Cole Park Chapel Hill Tire

I would just like to say that I have heard numerous complaints from employees at work about Chapel Hill Tire at Cole Park.  However, please don’t confuse them with the Chapel Hill Tire at university Mall.  The difference is day and night.  I know it’s not in Chatham County but I just want the records cleared that they are not the same – just the same name.

AnnH