Merrimack Auto Center LLC

First, let me open with «THE BEST CUSTOMER SERVICE EVER ! ! !» I went out to start my car a couple days back and it was dead. I inadvertently left an overhead light on by mistake and didn’t touch the car for the next 4 days. So, figuring the battery was dead, I tried to jump the car — nothing; no whine, no click, nothing. Kept the batteries of 2 cars connected for a good hour, hoping to juice up the dead battery, but again, no response. I called Merrimack Auto, Nashua and Mike gave me some pointers to try, hoping he could help save me $ (ie, towing, servicing, parts) My attempts failed, so I called road side assistance. He used a power pack to jump the car, but suggested I NOT shut the car off and take it in somewhere to be looked at. Well, I figured I’d run out of gas before I could shift my work schedule enough to get the car anywhere. A call to Jeanne at MMK Auto/​Nashua was all I needed to do. She is ALWAYS extremely accommodating, and said «let me see what I can do» Not 10 minutes later, she called to say the driver from the MMK site would drive to Nashua, pick up a driver there and two came to my house to pick up my car. Mike, the manager, head mechanic, and sweetest guy next to Chad ;-) called a while later and said he checked the car, stopped it, started it, shut it down and let it sit, started up again, and felt the battery had recharged. Now, I can almost guarantee that ANY other establishment would have insisted they replace the battery, but Mike noticed it wasn’t all that old and would be OK going forward. I expressed some concern about «can a battery really recharge itself after being so dead», and he educated me on batteries and how they work and recharge etc. Sensing my concern, Mike offered to keep it overnight, if that was ok w/​me. That way the car could sit idle all night and he’d test the charge level in the morning and make sure it was still holding all its power. Sure enough, when he called this morning, the car held its charge, started right up and was fine. Without even questioning, Jeanne called to ask if I would be home and if yes, she was sending two drivers over to deliver the car back to me. You would think there would be a sizable bill/​service charge associated with all that effort, but true to form, MMK Auto asked only for a small, WAY more than reasonable figure for their time and effort and I cannot be any happier to write this review and point all my friends and family to either the MMK or Nashua establishments. Thank-​you Merrimack Auto — you’re a CLASS ACT ! ! !

A fascinating study. You draw your own opinions. Mine was extremely negative.
First visit, car had strong vibrations. Lady on the phone kindly offered great advice that it was probably ice in the wheels. Pressed for time, and after a visit to a non-​functioning frozen car wash, I took the car in. After a few hours in the warm garage, ice melted, problem indeed resolved. Slightly surprised at the $ 25 fee… having established I live around the block and drive high-​mileage cars (ie ‘an ideal customer’) — 9 out of ten times in my life, usually I’d get a wave off, a smile, and ‘come back to us again!’ Easy way to impress me, build trust, establish a profitable relationship that could carry for the next decade or longer. Although my ‘repair’ involved simply using his warm room, I cannot deny he looked at the front end, so I paid the $ 25, no question. I personally would have waived it, but oh well. Saw from another review that he charged $ 20 to jumpstart a guy whose car died across the road… hmm. Maybe a pattern is forming. But you know what? I had a problem, now I don’t, so pay the man — he’s not a charity.
Moving on. A few weeks later, took my truck this time, which needed to pass its emission test (check engine light). Received the call to pickup my vehicle — but nothing had been done. Explanation (which still confuses me as I type this), ‘we have retrieved 3 codes with our diagnostic equipment, here they are, but you need to go to the dealer because they have better equipment to truly diagnose. $ 65 please’.
So… what? Okay, so, you’re admitting your equipment isn’t up to the job to diagnose my particular vehicle. Okay, no problem. But you still want $ 65… for… what I am paying for? Reply: ‘A diagnostic check’. Great, what’s my diagnosis? (3 codes are pointed to, on invoice). So, to summarize, I’m leaving with the same problem I showed up with, with the fresh knowledge that you don’t have the equipment to do the job, with 3 codes that are worthless to me because any other garage is going to do their own diagnostic before commencing repairs. And you want $ 65.
You couldn’t have pointed out right when I arrived, that you don’t have the equipment to work on my particular car?
This didn’t work for me at all. In a calm, measured and quite civil conversation, I expressed my frustration. Mike offered that he’d spent a half hour on the car, what if we split the difference. We agreed and shook hands. Usually I only pay for a bunch of numbers at Keno, but whatever.
I took his advice and drove to the dealership. Walked in, the service guy examined my invoice and immediately laughed at me. «Merrimack charged you $ 30 to tell you to come here?» I sighed and explained that Merrimack actually tried to charge me double that amount.
Out of curiosity, ran the scenario by Pep Boys. If you did a diagnostic check and provided me with just codes, would you charge? Answer: Of course not. That’s only a partial diagnosis.
Moving on & the issue behind me, I went back to Merrimack Auto Center again, for a repair to my original car. Mike kept me waiting 10 minutes, I was watching him moving around the garage, tidying up. Really all I had to do was hand over the keys and say, ‘please make noise stop’, as I’ve done for 25 years of handing keys to mechanics.
Finally he emerged, and in a ten second conversation told me flat out, he didn’t want my business anymore. Because I «don’t want to pay him $ 95 an hour to check things out».
So now I’m a cheapskate? I don’t pay my bills?
Buddy — provide a requested good or service, I’ll pay for it, in full, on time, every time.
I’m envious Mike isn’t hungry and can pick and choose his customers. I wish we all had that luxury.
If you decide to use the services of Merrimack Auto Center, know up front it is a little Soup-​Nazi-​ish (re Seinfeld). Stand quietly at the counter, pay your bill, leave. Do not question your bill, no matter how civil you are. Apparently if you question anything, you will be banned for life. No repairs for you!
I don’t need someone who nickel-​and-​dimes their customer to death. Don’t come back? No problem.
There’s a lot of mechanics in town, apparently with better equipment, desire to actually do the repairs they diagnose, desire to make money and build lasting relationships. I’d like anyone reading this to know that I’ve always received top service at Pep Boys on Amherst, and Skip at Durabilt Transmission also does top-​knotch work. Both places have worked on my cars, with fast, friendly service, no games. They did the work in a pattern I’ve been accustomed to for decades — car in, problem explained, diagnosis received, car repaired, pay invoice. Repeat.
I would encourage you to carefully consider other options before choosing Merrimack Auto Center LLC.