Got a flyer in the mail for a $14.95 oil change. Went here at 8am with nobody around except for the employees. I was told that an oil change could not be performed until later, and I was offered a 10am appointment. I agreed, and returned at 10am.
As I waited, I was told that it would be about 30 minutes. I quietly waited for 30 minutes and then was approached by Holly, who works the front office. She apologized for the delay, and said it would be another 15 minutes. She asked me if I had time to wait, and I said that I did, if the timeframe was in fact, 15 minutes. I was reassured that it was.
During my visit here however, several drive up customers (some with their vehicle parked running by the front door), would come in to ask for service, and a mechanic would be immediately available to check out their vehicle. Some customers were sold services that were performed on the spot. As I waited, I looked toward my vehicle which had not been moved.
About this time, after 50 minutes, Holly looked over at me, made a frown, and said, "sorry it's taking so long, can you wait?" I said, "no". She handed me my keys and said, "I can get you back in later if you want". I said, "no thanks, I've already been up here twice.
After I got home, I decided to call. Holly was receptive to my complaint at first, and asked what she could do to make it right. I informed her that I didn't know, and offered the advice that timeframes should be communicated accurately. I informed her that I don't mind waiting, but not indefinitely. Holly responded by saying, "well, I could have gotten you in right after you left but you weren't here", with a facetious tone. I basically ignored that irrelevant notion, and also advised that it wasn't cool for them to service walkins in front of delayed, appointment based customers. Her response was first that that didn't happen. I began to point out the examples and then she replied, "well, it wasn't me that was servicing them, they were just unexpected".
I informed her that I would write reviews and the like, communicating my dissatisfaction, but at that point she (or, "they") didn't care at all. 3 hours wasted behind an oil change that was never done.
If you want to wait, waste time, and be made to feel unimportant, these are your people.
As a side note, while I was in the office Holly took the time to talk with a couple of folks that administered their website for the company. During the conversation, the webhosts were telling Holly about how they will flag negative reviews on their website that will not post without moderator approval. This was discussed in front of other customers, wide open. Having said that, I wonder how involved they are with manipulating reviews on other websites, since they at least seem to be supportive of the concept in theory. read more
