NAPA Auto Parts - Auto Parts of Dayton TN 37321

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For four years I’ve taken my family’s vehicles to this Auto Repair shop in partnership with Napa, recommended by family friends. I’ve had some bad experiences there, but they were always corrected by the workers, so I kept returning. Last Wednesday, I brought my car in because the ABS and brake lights were on. They spent 2 hours and told me they couldn’t find the problem. They said I wouldn’t be charged since no solution was found, but rescheduled me for yesterday when an “advanced technician” would be available. I asked Cara twice if I’d be charged $85 for that visit, and she said “yes” both times. I had to miss work both Wednesdays. I rely on my car for work and live 40 minutes away, so I wasted time and gas. I dropped off my car at 8 a.m. yesterday and had to ask a friend for a ride so I wouldn’t be walking highways again. At 10:59 a.m. I called because they hadn’t updated me, and I was worried they’d start working without asking. I’m a full-time university student working minimum wage 5 days a week. I can’t afford surprise charges. We only wanted to find the problem, and if my father (who knows some mechanic work) could fix it, we’d take it back. Cara Bearden called me at 11:07 a.m. asking what my cap was because the bill was already at $170. She said this after telling me their computers couldn’t connect to my car’s system, so the mechanic hadn’t found the issue. I was so upset I didn’t call back. I got a ride back and spoke with her in person. When I said I couldn’t pay nearly $200 for no answers, she got defensive and started arguing. I didn’t raise my voice or disrespect her. I’ve worked customer service jobs and know how customers should be treated. Cara didn’t treat me like a long-time customer. She interrupted me constantly and made me feel stupid. I had to hold my hand up just to speak. I’ve never had to do that with anyone. This experience has traumatized me from going to any mechanic shop. My tone was respectful the entire time—hers wasn’t. I asked to speak to someone else. She said there wasn’t anyone. I asked for a manager—she said that was her. I asked if she was the owner—she said no. I asked for the owner’s name or contact info—she said she couldn’t give me anything except that it was a woman. I asked when I could speak to the owner, and she said “she comes and goes Monday through Friday.” When I asked “so there’s no way to contact the owner, not even an email?” she stood up and said “let me see what I can get you,” then left. I was shocked by the way I was treated. Maybe she felt free to mistreat me because of my age or inexperience. Cara said I had to pay for services rendered. What services? They didn’t find anything. She kept saying they didn’t know what was wrong but I still had to pay. She compared it to paying $200 for a doctor visit. Human life is essential—vehicle checks are important but not the same. If she values her life as much as her car, that’s her choice. Not all of us can afford to even go to the doctor. After arguing, she billed me $85. They have a small handwritten sign saying it’s $85 per hour for diagnostics, but I booked by phone and was never told that. I shouldn’t have paid. It’s not my fault their equipment wasn’t good enough to find the issue. Cara said they wasted time and resources. What about me? Do they think customers just sit around playing hopscotch while waiting? I wasted 8–9 hours between both days. Wasted gas. Lost work time. Spent money on food while waiting. Who repays me for that? What about the disrespect? I guess customers’ time and resources don’t matter to S&K Napa Auto. At the end, Cara told me to take my car somewhere else. I wasn’t planning to return, but that sealed it. I’m glad there were witnesses. If the owner wants to contact me, the shop has my number. I’ll also contact NAPA and let them know what kind of service is representing them. As a young woman, I fear going to auto shops because of experiences like this. The disappointment is that it happened in a woman-owned shop with a woman employee.

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Matthew

It’s unfortunate that a business in a small town is this way. 3 out of 5 guys at the counter have an attitude, their prices on a few items were exactly double the oem part. They charge a service fee to use credit card and won’t refund service fee when they give you the wrong part. It would be a strange and rare day led by unforeseen circumstances that i darken their doorway again.

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Justin

Ive had two experiences with the shop connected to this napa where i had brand new parts put in a truck that they tried to tell me was bad because they didnt realize that i just had it done and a second occasion where i was told 360$ on a 40$ fix done in mins. Rip off rip offf rip offf you been warned