Dupont’s Service Center

Absolutely outstanding customer service! This review will not, not without attempt, do these people and their company justice. We have been bringing our Subaru’s here since we moved to Dover 3 years ago and couldn’t imagine ever wanting to have anyone else as our vehicle’s mechanics. Not only is every employee extremely helpful and knowledgeable, but they are all extremely friendly… all the time. Whether we are speaking in person or on the phone, they’ve done nothing less than shown us that they sincerely care about our issue and that they personally want to help us find a solution to the problem… and with one of our cars having over 200k miles, the issues are plentiful! They are honest and their prices are comparable and fair. The personable staff and top quality work pushes them over the top. We don’t ever want to go anywhere else and will forever recommend them to anyone!

I’ve been going to DuPont many times in the last few months and have had plenty of experiences with them to get a good grasp on their good and bad qualities. To use restaurant parlance, the back of the house is spectacular. Every encounter I’ve had speaking with them or viewing their work has been positive. They’re honest and easy to talk to and their workmanship is of superior quality. My experiences with the front of the house have always been lacking. Here are a few concrete examples.
1) After a diagnosis for repairs they say they will send you quotes. On both occasions I requested quotes, days and days passed without a word from them. Other businesses I’ve dealt with will call you back within a half hour with real numbers. Both times DuPont said they would send quotes, I had to call THEM back and request the quotes again. I waited 5 DAYS before calling them back. The first time I called back they arrived in my email within an hour, the second time it took another full business day for them to arrive — that’s a week from the day of diagnosis! I don’t understand why they say they will send you quotes if you have to call back and ask for them. I could have already fixed the car by the time their quotes arrive.
2) On my most recent visit I was dropped off where I live in downtown Dover while they did the work. It’s a 5-​minute drive or less. They called me back sooner than expected saying the work was already done and someone would be there to pick me up in 10 minutes. When the driver dropped me off I offered for him to leave me at the end of my one-​way street for his convenience so he wouldn’t have to drive in a circle around central Dover. I waited the 10 minutes and walked to the end of my street. Twenty minutes after they originally called I’m still standing outside in below-​freezing temperatures waiting for the driver who was supposed to be there 10 minutes ago, so I called them back. They said their driver is on the way and will be there within five minutes. It took a full 10 more minutes of waiting outside, freezing, before he arrived. He was very friendly at first but became dismayed that I’d been waiting outside so long. He was completely unaware I was even waiting because the front of the house simply hadn’t coordinated with him. Again, the front of the house seriously drops the ball.
3) When I arrive back at the shop, two people are there at the front, one of whom is on the phone so the other person starts helping me. There’s a significant increase from the quoted price to what they’re now asking, so I ask them to look up the original quote to see why it’s more. While that second person is talking to me and looking for the quote, the phone rings. He doesn’t excuse himself, he just answers it in front of me. Now they’re both on the phone and I’m standing there, waiting, while they talk on the phone, and the call isn’t even a quick, «Yeah. Okay. Bye.» Meanwhile, as the second guy who’s now talking on the phone right in front of me is unaware of my existence, the person who was originally on the phone is apparently now on hold and slides over to help look up the quote. He can’t find the quote. Apparently they don’t keep a record of their quotes.
I work in customer service; it’s what I do all day. DuPont’s front of the house has disappointed me in this regard again and again. If it weren’t for the excellent mechanics holding up their end I would’ve already gone somewhere else.

Are you that new girl in town looking for a reliable garage to take care of you after leaving your home garage for the first time?
Me too.
I was nothing less than completely impressed with the staff’s personalities, eagerness to help and knowledge! They greet customers like old friends and make your wait comfortable with refreshments, too.
I called an hour before my appointment and asked if I could come early, which was no problem at all– my «type-​a personality» loves help making the most of my time!
My favorite part was that the girl that checked me out explained what was involved in my 30,000 mile service and offered to email an estimate! Again– totally helping me make my time worthwhile! And my money too– great inspection pricing.
I will certainly be back to use my loyalty card! Thanks for everything!

I have been a customer of Dupont for over 20 years. I wouldn’t take my cars, or my daughters’ cars anywhere else.

Great combination of deep skills and customer friendliness. I’ve been taking cars here for more than 10 years and they’re always willing to dive in, understand, and explain what needs to be done to get the car fixed.
I’ve had two Saab’s repaired by Duponts, which is no easy task, but they always find the parts, look for the best prices, and get the job done. One great addition has been the loaner cars, which have been a godsend as I have a warning light come up and still need to get to the office 30 minutes away.
Even when I had a car issue that wasn’t resolved by Dupont’s more than 5 years ago, they towed the vehicle and got it right at not cost to me.
If you’re looking for a place that does quality work and has the best customer service bar none (I use a Honda dealership for my wife’s car and can’t wait to switch), go to Dupont’s. You won’t be disappointed.

Always on the look out for a honest garage, I have tried a few through out the years here in Dover but always just ended up going back to the dealer due to either poor service, poor work, or just plain convenience.
I always knew the dealer wasn’t the cheapest option, but when our cars were new, it was just easy and I never had an issue with the work… just choose whatever «letter» service you where due for off the wall, drop off the car, come back, pay, and go.
But as the cars got older, I noticed the dealer started pushing me to come in for more and more expensive repairs (which sounded suspicious). Then they started trying to scare me that my car wouldn’t pass inspection without these repairs (which was months off).
I also notice it started getting hard to schedule oil changes, the (uncomfortable) waiting room was always packed, and while not rude, the staff started treating us like a number instead of like the regular customers we had been.
When it finally came time for my inspection this year, fearing the «big» bill from the dealer, I decided to ask around for recommendations on garages. My neighbor recommended Dupont’s (who was recommended to them from another neighbor). I figured Dupont’s was worth a shot.
I have to say, I have never been to a friendlier garage in my life. Not once did I feel like they were trying to pull one over on me. When I picked up my car the mechanic even started talking «shop» to me about Honda and my make/​model. (I can’t remember the last time I talked to a mechanic, they are always behind «the door» — I think he was trying to make me feel better my repair was for a «known» issue and pretty common).
So for that I’d give them a four stars, but it was what they did when I brought my other car in that makes me give them five stars.
My other car had some major brake problems, the kind that make you wince when you get the call on what’s wrong. Again, they were very friendly, did great work, and got me back on the road.
But the story doesn’t end there, today they called me and said that they overcharged me for a part they had ordered but ultimately wasn’t needed. The part had arrived, they realized their mistake, and wanted my credit card number to credit.
Talk about being honest. they could have just kept the money and I would have never been wiser. That is the kind of service that will keep me coming back.
One last thing, they offer money off your next bill for new customer referrals. I referred my sister-​in-​law (who also had a great experience) and got a discount on my bill.