EDIT: After leaving the below negative review, I was contacted by phone by the owner himself so we could chat about my experience. I appreciated that he reached out rather than just being apathetic about one customer's bad experience out of the many they have. I shared more about what happened. He followed up again and said that he had a meeting with his staff and set policies on what to say to customers who were in the same situation as me so that this would never happen again. I was very impressed that the company not only reached out and apologized but also made changes to the system. I'm changing my rating based on their follow-up. And also based on their follow-up, I may be returning if my car ever has any issues again (which it hopefully won't!) ORIGINAL REVIEW: To say I was disappointed in Premier1 Auto is an understatement. I came in, referred by CarMax, after my "check engine" light came on. I dropped off my car Thursday afternoon. I was impressed with how friendly and welcoming the staff was. Friday, they called. They had run the diagnostic test and looked at my car. They gave me an estimate, even called a second time when they realized my car needed a part from the dealership, that a universal one didn't fit my car. I appreciated that they didn't try to sell me any other additional services or unnecessary parts. That's, unfortunately, when my positivity ended. On Friday, they apologized and said that my car wouldn't be done until Tuesday because of the Labor Day weekend. Okay, that's fine. I get that. After all, I had off Monday too. Everyone deserves a day off. Tuesday rolls around. I call and get told I'll get a call back. I head over there after work. I seemed to bewilder the staff, who apologized and said it would DEFINITELY be ready the next day (Wednesday) and they would call at lunch. I work two jobs and took off my second job on Wednesday to pick up my car...since it would "definitely be ready". Lunchtime rolls around. No call. I wait...and then I call around 2pm. "We're still waiting on the parts to come in. It should definitely be ready tomorrow" At that point, I got upset and said "well, that won't work. I work two jobs with literally no time to pick up the car. And I took off my second job today to pick it up because you said it would definitely be ready." And the (male) staff member said "no need for hysterics, ma'am. (?!?!!) We'll figure it out. We'll even drive the car to you if we have to." Thursday rolls around. No calls so I keep calling. "Oh, I see the parts came in. Looks like we're still missing one though. It should be here in a few hours". They've known what parts they needed for almost a complete week...and they're still not in? At the last update at almost 4pm on Thursday - a week after I brought the car in - the car was finally ready. I paid through a link on my phone...but only after the amount was adjusted because the invoice they gave me was about $400 above their original estimate. No, they didn't drive the car to me as the staff member suggested that he would. I picked it up after hours via a lockbox (which was very courteous of them, thank you for that and not making me take more time off work!) and I could leave the rental car with them and they would personally return it first thing in the morning. I do appreciate that, so at least it all ended on a good note! While I understand that parts can be delayed no matter where I go, it was their lack of communication and failed promises that frustrated me the most. I will never be returning to Premier1 Auto again, regardless of CarMax's great recommendation.