Robinson Poyner in Capitol Heights, MD Closed now

Reviews about Robinson Poyner

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  October 13, 2019, by Kimberly Thompson
  I am very sad to have to write this review. My husband and I have had several occasions where we've needed car repair assistance and have used Robinson Poyner. We have always found Crystal, the Owner, to be honest and extremely helpful. It's very rare to find women in the automotive industry. It was a bonus that she always remembered me and my husband and we found her prices, work ethic and communication impeccable. But that has all changed for me a few weeks ago. My husbands car would not start. Of course the first place we thought to get it towed was to Robinson Poyner. Crystal answered the phone and remembered me as usual. She let me know it would be $79 diagnostic fee and the cost of the battery and labor. That was all great. When I called back to say I was coming to get the car, my husband asked that we have them check some other issues with the car (air conditioner air flow and two windows weren't rolling up/down properly). Her Manager Lionel answered this call and he knew exactly of the problems, because he noticed them when fixing the battery. He told me they'd definitely take a look and call me back. I assumed there would be some fee to check this out, but I was never told how much. He simply said we'll definitely check it out and give you a call. Crystal didn't call until the next day. She informed me of the diagnosis around the three problems, the costs of parts to fix them as well as labor costs (which I thought were high, but I'm no expert). She then proceeds to tell me there are 3 separate fees of $79 for diagnosing each issue. I was stunned - I told her I was never told that. It's not that I don't think they should be paid for their time. But if I was told that, I would have prioritized what we needed done and probably only asked that they look at the air conditioning. We are not made of money. All 3 repairs would've been well over $700. Not only were we not prepared to pay that, the car is a 2002 Ford Explorer; we aren't sure we want to put that money into this car - it might be time for a new one. Crystal became belligerent and told me that I obviously didn't understand, these are the costs, and essentially I am a complete idiot. I was stunned at the 180 degree turn in her customer service. She was extremely combative. I asked my husband to return the next day to speak with her and retrieve the car. She immediately said I was irate, I disrespected her by questioning her prices and we were trying to gouge them for free estimates then we'd take the car to our cousin to fix it. YES - SHE SAID THAT. She also accused my husband of trying to take pictures of the estimate (I guess so we could share with Ray Ray or someone). He was trying to add up the costs with his calculator, if she actually cared to look. My husband acknowledged there must've been a miscommunication and asked if we could work something out for the sake of our future business relationship. She refused and proceeded to act in the worst manner possible for a business owner. It's painful to write this because we've enjoyed our prior relationship with this business. But, THIS IS NOT HOW YOU TREAT CUSTOMERS. You expect great customer service from small businesses. I am not sure if something is going on with her personally or professionally, but that is the last time I will ever give my business to her establishment. She made us feel like we were complete morons who were trying to waste her time. The ironic thing is we would've gotten the air conditioner fixed, had it not been for her AWFUL ATTITUDE.