PORTLAND AUTO REPAIR

Update since I can’t respond to their response: regarding the loaner vehicle. I was told they were short staffed and that if I brought it in, she would vacuum it. Not “clean” it. I wasn’t going to make an elderly woman vacuum it. I cleaned it myself. I normally don’t leave reviews, however I am so offended by the lack of customer service and complete rudeness from the staff here. We originally had my vehicle towed to Dufresnes because it was close to our house and we thought a small local business with good reviews would take care of us. What started as a $3,500 repair quickly snowballed into an $8,500 repair with “one more issue” popping up every few days. The process moved painfully slow, included delays from wrong parts being received, and took nearly 3 weeks from start to finish. During that time I was given a loaner car that was absolutely disgusting. Stains on the seats, dirt and dust covering every surface, debris everywhere, and an old air freshener literally adhered to the center console. I called the same day because honestly I assumed they would be mortified they handed a customer a vehicle in that condition. Instead I was told, “well it’s free.” No apology, no concern, nothing. I was also told they were short staffed and someone had broken their leg/foot, and that if I brought it in she would vacuum it herself. I wasn’t going to bring a filthy car back and have an older woman vacuum it herself. I ended up cleaning the car myself and moved on because I was just happy to finally get my vehicle back. Then one of the brand new tires they installed went completely flat. I dropped it off for repair and was told they would call me when it was ready. The next morning I saw I had missed a call with no voicemail, so I called and said, “Hi, I dropped my tire off yesterday and I saw I missed a call so I was just checking for an update.” Before I could even finish, the woman cut me off to argue that they “ALWAYS leave a voicemail.” That wasn’t even the point. I simply missed the call and was calling back. When I asked, “Ma’am, can you hear me?” because I thought maybe the phone was cutting out, she snapped, “I’M TALKING, DON’T INTERRUPT ME.” She then started talking to me slowly and condescendingly like I was a child. When I arrived at the shop, nobody greeted me. As always, they just stared at me in silence. The woman with red hair walked over and silently held her hand out with no explanation. I handed her the tire lock, but she kept her hand out and expected me to somehow know she also wanted my keys. No “can I grab your keys?” No basic communication whatsoever. When I brought up how rude the phone call was, management immediately became defensive instead of apologizing or taking accountability. They AGAIN kept circling back to how they “always leave a voicemail,” completely ignoring the actual issue, which was how disrespectfully I was spoken to. Then they flat out admitted the attitude toward me stemmed from when I called months ago about the condition of the loaner vehicle. So instead of being embarrassed they handed a customer a filthy car, they chose to hold a grudge over it and treat me poorly afterward. I have never experienced this level of hostility, defensiveness, and lack of professionalism from a business charging people thousands of dollars for repairs. The women who work here, including management, are some of the most miserable and unpleasant people I’ve ever dealt with in a customer service setting. Every interaction is met with defensiveness, attitude, and complete inability to take accountability. I’m sure they’ll respond to this review the same way they respond to every negative review — claiming the customer was “rude” while completely ignoring their own behavior. I did not start out rude. I became frustrated after being repeatedly spoken to with disrespect, condescension, and hostility over very reasonable concerns. If your business cannot handle polite customer feedback without holding grudges against paying customers months later, you should not be working in customer service.

I’ve used DuFresne’s twice now, and both times they’ve been honest, approachable, quick and honest. I’d recommend them highly.

Wonderful first experience. An honest appraisal. I really appreciate that I thought I could trust the work they suggested was necessary.

DuFresne's did an excellent job. I made an appointment by calling them, but you can also do it online. They completed the oil change the same day, and it only took an hour.

Another easy, professional and trusted visit to DeFresnes

Once again, DuFresne's knocked it out of the park with their service and commitment to honesty. Being a widow and not very car repair savvy, they have been taking excellent care of me since my husband passed and for years before when we brought both our cars in. I wouldnt go anywhere else; Preston and his crew are simply THE BEST!

As usual, everything was done as expected and on time on both cars today. DuFresnes never trys to sell parts or service unless needed.

Great, HONEST mechanics.

Great locally owned shop with caring & honest owners and staff. I have worked on my own cars for many years so I'm not easily deceived. I feel confident when the folks at Du Fresne's say I need a repair or service that I do, in fact, need it. I've come to trust them for service and repairs that I no longer can or want to do myself.