My wife and I have used Burnett Automotive on Anderson Ave. for maintenance and repair services for over 10 years. A recent trip for maintenance services (not related to tires or wheels) didn't go well. While all the customer service representatives and manager are awesome, I don't feel some of the automotive technicians are playing on the same team. Went into their shop about 1 hour after their doors opened and spoke to a Customer Service Rep. They pulled my maintenance request sheet and asked for my vehicles keys. A few minutes later The tech retrieved my vehicle and brought it into one of the bays in the garage. A few minutes later, the Customer Service Rep approached me and said the Tech wanted to talk to me about my vehicle and to come with him. So I followed him into the garage. The tech pointed out some worn parts and deficiencies. While I was aware of the deficiencies he pointed out, I could not afford to pay for them at that exact moment. So I acknowledged the deficiencies and advised the tech "I am not worried about it right now and to continue with the original maintenance request" that I brought the vehicle in for. The tech replied to me, with the Customer Service Rep right next to me, with a very crass and undermining comment. Shocked, I told that tech to back my vehicle out of the garage and that I was done here. The customer service representative did exactly what he is supposed/ trained to do, damage control. He tried, feverishly, to explain away what just happened. In that, the tech misspoke. I assured the customer service rep that he (the tech) did not 'misspeak' and that he knew exactly what the tech said. I asked if he was the manager and he replied that he was not, but would get the manager right away. The manager came out of the garage and asked me how he could help me. I asked him if there was somewhere more private to talk about what happened because this was my issue with them not the other customers in the waiting area. We went to his office and I replayed the events to him and advised him the Customer Service Rep bared witness to this. He asked if I would be willing to wait for him to speak with the tech and still perform the original service I came in for. I declined and advised him that after the tech's comment, I could no longer trust him to do the maintenance requested. The manager asked if I would be willing to take my vehicle to their other shop. I accepted that option. He went far and above my expectations in remediating the issue. On the drive to the other shop, still bitter and appalled by what happened to me, I could not bring myself to allow them to work on my vehicle. I called the Store adjacent to Walmart, spoke with the manager advised him that I would not be bringing my vehicle to his shop.
I am not sure if the tech was having a bad day, an hour into his shift, or what. It's apparent that he has issues that are affecting his work and/ or customer interaction. With what transpired I am very skeptical of what else he is up to, behind the scenes. The management should have a team meeting with all the employees regarding this incident. If the whole team knows what went on, where they went wrong, they could prevent this absurd ordeal from ever happening again. The owner, district supervisor or the person who oversees the Manhattan, Kansas shops should speak directly with this tech. In the best interest of their business, this tech should attend mandatory anger management, customer service and relations training with the conditions that if he does not, he will no longer be employed with or an embarrassment to Goodyear and Burnett Automotive. "Don't let one sour apple ruin the whole pie."
I have never experienced any issues with tire purchases and installation or oil changes and other periodic services they provide.
They have provided a great service to us for many years and they provided countless options to accommodate me after the ordeal. However, they have lost us as customers. Again,
The Customer Service Representatives and Management at Burnett Automotive are bar none, the best I have had in town! read more
