I am sure these technicians are very good at their job - fixing cars. They unfortunately are terrible at communication, which is just as if not more important to me as a customer.
Re: response
I came to A-Z Auto center for an emissions test. “Connecticut Emissions test” was the exact request.
I was told to wait 25 minutes - sure thing. 45 minutes later - not a peep from them. I get up and only then do they tell me my car is ready. They show me the test result - which I ask if the emissions passed. They said sure sure, just the safety failed.
At this point, they had wasted my time by not alerting me when my car was ready, and they had told a small lie. They did not do an emissions test on my vehicle, like I asked.
Only when I got home and clarified with the CT DMV did I realize they did not perform an emissions test. The AZ technician on the phone essentially talked me in circles - you can see their response below, none of which I am refuting.
I do, however, want to point out that not once did they say “hey, by the way, your car doesn’t need an emissions test according to our system”. That would have saved me an hour and $35. Instead, they did the test and never mentioned that they did not do the emissions test.
The technician on the phone claimed no wrongdoing as he is simply going by the system. If you want to take your car here, where the technician admits to just being a conduit for machine-like service, go ahead. For many cases, that’s actually probably a good thing. However, if you want to go to a shop where the technicians think about what the customer actually needs done, look elsewhere.
The technicians admitted wrongdoing on the phone, only after I explained to him my perspective as if he was a 5 year old. I literally needed to use an analogy about apples and oranges before he said I was right to be upset.
Everyone is doing their best at AZ. I just think the technicians best was not where I was hoping it would be.
Hi Ryan,
Thank you for visiting us for your state inspection. We’re sorry to hear you were dissatisfied, and we’d like to clarify what happened for transparency.
You came in for a Massachusetts state inspection on out-of-state vehicle. Per RMV guidelines, our inspection must include a safety check - not just an OBD (emissions) scan. Unfortunately, your vehicle was rejected due to visible damage to the rear quarter and bumper, which are safety-related issues.
We confirmed with the RMV that your vehicle year (2009) does not require an OBD emissions test, but a full safety inspection is still . While we understand this may have been frustrating, the rules are clear and not within our control.
If you’d like to dispute the results, the RMV allows customers to file a complaint directly through their website. We’re always here to help guide you through that process if needed. Happy motoring!
Re: response
We stand by our technician, who acted professionally and followed protocol.
You came in for a Massachusetts state inspection on a vehicle with Connecticut plates. You asked for a “Connecticut emissions test,” but it’s logistically and legally impossible to get a Connecticut state inspection in Massachusetts. As a licensed MA inspection station, we are only authorized to perform Massachusetts inspections- not out-of-state ones.
We understand you’re frustrated, but comparing our technician to a “5-year-old” is inappropriate. He acted professionally, communicated clearly, and followed state procedures to the letter. I’m sorry you were confused about what you actually needed and asked for.
- A-Z Auto Center
