Feb. 1, 2008
Q: I would like to bring up the quality of service of the Navy Exchange Auto Port. After I made an appointment, on the day of the appointment they tell me that my vehicle cannot be serviced because they don’t have the right kind of equipment. In addition, the final cost was $200.00 over the estimate. All they say is “we can’t help it.” I would like to know if we can take our business else where? Can I get a JCI inspection in Atsugi, Zama or Yokota?

A: Dear Valued Customer, we sincerely apologize and understand the frustration you have when we are not able to render the services expected. Our Auto Port staff has been given documented “Customer Service Training” and we are committed to refresher training. Sometimes it is necessary to see the vehicle before we can commit to the job requested. To order parts or get a parts diagram, it may be necessary to fax a copy of your vehicle registration to the manufacturer. Unfortunately after a job is started other unexpected parts may be required causing you additional expense or delay. Some vehicles require special tools or equipment that we must purchase to complete your job which may have limited or a one time use for our station. You may have your vehicle serviced at another location if you already have a “Y” plate. We strive to provide the best level of customer service and stand ready to assist you with your automotive needs. If you would like to discuss this or require more detailed information, please feel free to contact the Auto Port Manager Tom Givens at 243-4778.