Roberts Auto Electronics & Window Tint — Local services in Middletown

Can’t give a review on the service portion because I didn’t get that far.

Made an appointment a week ago to have an alarm installed in my Jeep and arrived for my appointment today first thing in the morning, before the place had even opened. Since the office wasn’t open yet, I talked to a fellow in the service department and asked him what the normal lead time is for an alarm install. He angrily told me he had no idea and was more concerned about everything he had to do that the weekend crew hadn’t done. Due to that clear lack of professionalism upon my first interaction with someone at Roberts that day, I called several times throughout the day to make sure the Jeep would be finished on time (I’d been told it would be done by 6:30). Called at 10:30, 12:30 and 3:00, each time being told my Jeep would be done by 6:30. On the 3:00 phone call, I spoke to the owner, Chad, who had quoted the alarm and timeframe to me the previous week. He assured me the Jeep would be done by 6:30. At 4:15, someone from Roberts called and said the Jeep wouldn’t be ready until tomorrow. I told them that didn’t work because it had to be somewhere else for other work tomorrow. He said he’d call me back. Called me back a few minutes later and said they couldn’t get the Jeep done today, as had been promised. Very much had a “don’t really care” attitude and offered me a mere $50 off on the installation (a joke), so I asked to talk to the owner. Owner had the same attitude, just said they were busy and, when I asked about the progress, said THEY HADN’T EVEN STARTED the work yet. So I’d been lied to all day by Roberts employees- every time I talked to someone who assured me the Jeep would be done at the promised time, all while my Jeep sat untouched, never even being moved from the spot I parked it in this morning. I told him I would take it elsewhere and would be by to pick it up. I got a ride to pick it up and, when I went in to get my keys, they still seemed to not care a bit about their failure and horrible customer service.

I understand things happen and they seemed to have bitten off more than they could chew as far as appointments for the day. But when you make a promise to a customer and continue to reinforce that promise all day, to suddenly, a couple hours before the customer is supposed pick up their completed vehicle say, “We were just kidding- it won’t be done” and offer no legitimate “I’m sorry” gesture is unacceptable. If the owner had sincerely apologized and offered to put me in a rental car (he knew this is my only vehicle) or apologized and offered a SERIOUS discount if I wanted to reschedule, I would have given them another chance. But instead, because of their lack of honesty and refusal to offer any real apology or solution, they lost my business entirely, as well as any potential business I was going to send their way. Very...

Have been here in the past and with buying new equipment they’re usually top notch. That being said, we were rear ended a month ago and after getting body work done were sent here because we started to get feedback from our rear Bose stereo. Dropped it off Monday morning, was assured we would get a call that day and probably even have it fixed. Spoke to Brandon at 1:30, said he’d call right back. No call nothing and of course the business was closed.

Called the next morning (Tuesday) and told they simply could not recreate the issue. Told us they took it all apart and found nothing...picked it up to find out Brandon lies multiple times, never took it apart. I personally showed him the issue in less than 5 seconds and he then stated it was probably a bad radio, I said either way it’s loose now since the accident. He said he would get a price on a new stereo but could not prove it was due to the accident. Then he told me I have a bill for 6 hours of them trouble shooting after he admitted to never hearing the sound or taking it apart.

Absolute joke, Brandon is a liar. Wish we worked with someone honest, don’t tell people you took it apart and then backtrack and state you spent 6 hours troubleshooting by “letting the radio play 4/5 hours”. That’s not troubleshooting, shame you’ve lost a customer.

Edit to add: this was brought over from a mechanic shop, you had no access to our insurance company and obviously Brandon wrote the reply. You lied about taking it apart, you did not listen to us about what was wrong, decided it was an amplifier issue. There was nothing done to our vehicle but dishonest work. Our insurance company never dealt with you, and we verified you had zero interaction. The lies continue to come, please avoid Brandon at all costs. The wiring was loose from a rear ended collision and have an upgraded replacement coming.

Roberts employee did not want to troubleshoot, and will lie to your face regardless of the fact. After I recreated the issue within seconds, after the 5-6 hour “trouble shooting” Brandon started to lie more. I stated I was interested in still getting the stereo fixed or upgraded and he stated there was a charge for troubleshooting to which I laughed. At this point Brandon knew he was caught in a world of lies, including the response that is a lie.

So which is it? You don’t deal with insurance companies and I wanted you to lie? Or you do and called them up? If you don’t work with insurance because you don’t know why audio equipment is faulty, how can you 100% say this was not caused by a rear end collision? The lies just...

First three stars were earned because my wife loves the auto start and it perfectly meets her needs. Also, the service I received when I arrived at Robert’s the morning of my appointment. Everyone at Robert’s was very courteous and professional, and the place is clean and well maintained. Since my appointment was going to take multiple hours Robert’s provided me with ride-share to Starbucks so I could work which was nice. Also, when the install was done, I was taken out to the car and given very thorough instructions on how to operate it.

The loss of two stars come from two issues. The first was the fact that I “fail off the radar” trying to get a second estimate for an added feature. I wasn’t getting a response from my POC so after a few weeks I resubmitted everything back through their website which got us back on track. I think this was just because they are super busy, but it was frustrating.

The next reason is when I initially called Robert’s to get the auto start estimate I was told that I would need to bring two keys to the installation. That one would be installed into the car permanently as part of the alarm system, and the other would be the normal key. At the time we only had one key and because it’s a Mercedes we spent $275 to get the additional key fob. When I picked up the car, I was given back both keys and when I asked the tech why it wasn’t installed into the car I was told: “I guess it wasn’t necessary.”

Chad who was my point of contact through this process called me on the way home from the installation to check on me. I told him everything went well, but I was a little troubled that I spent $275 on a key fob I didn’t need. He was surprised they didn’t use it and said they always do and essentially said: “next time I needed something done he would take care of me.” The problem with a business statement like this is it is not quantifiable or immediate, it’s an illusion of some future benefit that may or may not be worth the initial mistake, and it assumes the customer will return. On the other hand, what is quantifiable is the cost of telling a customer they need two key fobs when they don’t, which equals $275 for the key fob divided by a $1350 installation fee and you have...