On 1/17/2019 I requested services for a nail in my rear passenger tire at Tires Plus. I called on 1/16/2019 for an appointment that was scheduled for 2pm on 1/17/2019. I dropped my car off at the location to have services completed at 12:47pm. I was told the expectation would be completion around 4:30pm, which was perfect as I am someone of medical profession, and it adequately fit my schedule. Around 4pm I had not heard anything which was making me nervous, I called initially no one picked up the phone. About 10 minutes later someone did call, to advise that my tire couldn't be patched and that the tire needed to be replaced. I was perfectly fine that I requested that both back tires be replaced to keep them matching. I was under the impression when they called they were working on my car, how else would they have known the tire cannot be patched. I asked them for an updated ETA, because I must rearrange patient care. They advised give them 30 more minutes., this would have taken my completion time to 5pm, I figured I would give them an extra 30 minutes by coming to pick up my car at 5:30pm. I rearranged my schedule to accommodate appointments with the expectation that my car would have been completed. I arrive at tires plus at 5:32pm, and my car is not completed. The gentleman at the front desk advised that it would only be another 20 mins, I advised I need to be out of the place by no later than 6pm, because I have other important appointments. Ironically, I saw that they only started working on my first tire, which made me furious. I ended up not leaving the place until 6:43pm. This is an hour and 43 minutes later after being quoted a 5pm completion time. A gentleman who was in the waiting room advised me he heard the conversation with me and the gentleman on the phone, and said he dropped his car off at 4pm and he was out before 6pm.
This is by far the poorest customer service and interaction I have ever had an auto body shop. The fact that I was quoted 2 different times, and at both times I gave them extra time just in case they had problems. To arrive at the facility to a not even started work on my car scenario is ridiculous. I wasted and additional hour and half waiting for my car at the location. I missed my two appointments that were scheduled because they were not doing the job they promised to deliver. The gentleman ignored my frustration at first by ringing me up at 6:10pm, not quoting me the final charge, nor apologizing for taking as long as they are, when they haven't even started to work on the car. To be offered $40.00 off per tire, only to find out it was just a discount he could have given me because it was a promotion, is an absolute slap in the face. Unfortunately, this is not customer satisfaction. They must have thought I was either dumb or didn't care that I was frustrated or angry. I gave you additional business for a second tire, only to have a delay on a finished product 2 hour and 43 minutes later, on a job that takes no more than 30 mins. I timed the time they worked on both tires from 6:13pm to 6:41 pm was the time it took them to complete both tires, when I arrived, that is less than 30 mins. Something additional needs to be done regarding this. read more