WARNING!!!!! UNDER NEW MANAGEMENT!!!
If I Could give this review no stars I would, however Yelp won't let me do that. As a female it's important to feel comfortable when having car issues in seeking assistance with people you can trust.The former manager Danny was awesome! He seemed to really love what he did and was knowledgable, helpful, and provided great customer service to my Husband and I. I would even go into the store by myself without the husband to get assistance from Danny.
Fast forward to last Monday ....MLK Day. My husband couldn't get our civic to start. He took our other car and told me to go and ask for Danny the manager. It was clear we needed a new battery because the factory battery was in the car still.
I entered the store asking for Danny the manager.....Bob who is the new manager said Danny is no longer working with the company. I was sad to hear this and asked what happened. Danny went back into the field of graphic arts. Ok, fine I'll get my battery, have it installed, and go....no big deal.....WRONG!!! Bob provided horrific customer service if that's what you would even call it, disrespectful, arrogant, condescending, and completely unprofessional. I called my husband two aisles down from where Bob was upfront to ask him which battery we should do two year or three year. I spoke very softly to my husband on the phone and also let him know of Danny's disappearance. When I got off the phone Bob says ok I entered exactly the kind of battery you want. I asked him how he knew and he said he was listening to my conversation I had with my husband!! SERIOUSLY?!!!
Now this is where the real fun begins......it was 10:45 in the morning and Bob tells me my battery can't be installed for another two hours because he doesn't have any staff in the store yet....in the meantime when I walked in I saw him yelling out to someone working in the back. He used an excuse of not having heat working all weekend in the store as his reason for not having staff today. How can a retail store not be staffed properly is beyond me! All of a sudden miraculously an employee was en route to the store to install my battery in 15 min. Ok, fine I'll wait until the employee arrives to get my battery installed. During my wait Bob was kind enough to break staff confidentiality by telling me the employee has a grandmother with Alzheimer's she is caring for. I mean that's sad but it's not necessary to tell me this. I just want to get my battery installed and go. He starts talking sports with me as we wait for the staff member to arrive. Luckily, I know a lot about football from my husband. While talking football Bob was so classy and so professional (sarcasm) to use the female derogatory word for female genitals that starts with a "P" and ends with a "Y". I was completely disgusted by Bob and wanted to get out of there ASAP!
Finally the employee arrived and Bob went over to ask her if she could install the battery in my car. She obviously didn't want to so Bob asked me to pull my car up to the front of the store because he doesn't want his staff to be going out to the parking lot. Bob complained the ENTIRE time during the installation of my battery of what a pain it is to install batteries into Civics. He asked me where I go usually to get my car fixed and I told him our good friend is a mechanic and gives us really good deals when we see him. Bob was kind enough to say he still gets his money from you don't worry. Then he says if he's so great why didn't you go see him instead. I said to good ol' Bob I would've loved to have seen him but he is out in Crystal Lake and this store is a block away from my home. I take it that Bob is incredibly lazy because he dropped a red cover that sits on top of the battery then he said to me "oh, you don't need that". Are you serious?! I told Bob that my husband Drives this vehicle majority of the time and will be upset if everything is not put back where it originally belonged. He told me to back up the car so he could bend down and get the piece.
I left the store feeling extremely upset with Bob. I had never felt so disrespected, uncomfortable, and ridiculed by a MANAGER in my entire life!! I called my husband and told him everything that happened. He was very upset and wanted to stop by the store and give Bob a piece of his mind. I told my husband I'll call corporate when I get home.
I spoke with Sergio at their corporate location located in Missouri. I told Sergio everything that happened. He apologized and told me a district manager will return my call. I thought it would take a few days to hear from a district manager. Within about 30 min Jose the district manager contacted me. I told him everything that happened. Jose apologized and said he was shocked with how Bob was towards me. I asked Jose how long Bob has been with the company and he says he is close to the 90 day mark. I told Jose he better make some management changes or else he's going to lose a lot more customers read more
