MY EXPERIENCE WITH POP-A-LOCK -- READ THIS BEFORE YOU USE THEM…read more
What I'm about to say is the truth, I stand behind it, and I have video evidence and documentation to support what happened. I have already provided the video and information to the appropriate people, including GEICO, and I will be taking this matter directly to Pop-A-Lock as well.
Saturday morning around 7:00 AM, my Jeep would not start while I was at Bagel Café on Rainbow. I called GEICO because I have roadside assistance, and they dispatched Pop-A-Lock. I was told approximately 45 minutes, but they actually arrived within about 30 minutes.
The driver was initially very friendly. However, before he even properly inspected my Jeep or asked me any questions, he immediately said, "You need a battery."
My interior lights were still working, the vehicle was still receiving power, and the warning chime was functioning. Yet somehow, before performing any meaningful diagnostic work, the conclusion was already a battery.
He contacted his supervisor, and I was shown a price sheet. Conveniently, the battery for my Jeep was listed at approximately $585. I was told payment needed to be made in cash, despite initially being told a payment link would be provided. The link was apparently canceled, and suddenly cash was required.
Then, while all of this was happening, he mentioned that tips were appreciated.
I asked him to actually put the battery in so we could see if the Jeep would start. He installed the battery he was trying to sell me -- AND IT WAS DEAD. The battery he was trying to sell me did not even work.
At that point, he asked where I purchased my battery. I told him Interstate. I then remembered that my Interstate battery had a three-year warranty. He suggested I leave my Jeep where it was and go get another battery.
The problem? Interstate was closed that Saturday.
So I called GEICO back and requested a tow.
And this is where the experience changed completely.
GEICO dispatched ASAP Towing, and the driver who arrived was absolutely phenomenal. He tried his jumper box first, which didn't work. Then he connected my Jeep directly to his truck with a heavy-duty jumper cable to provide additional power.
BOOM -- MY JEEP STARTED.
I was already speaking with my mechanic, Carlos, and asked if the driver could still tow my Jeep to the shop. He said absolutely. He safely loaded my Jeep onto the flatbed, I rode with him, and he was professional, respectful, friendly and helpful the entire time.
Not once did he ask me for money.
Not once did he mention a tip.
Not once did he pressure me into purchasing anything.
He even spoke with my mechanic when we arrived. We got the Jeep started again without any problem. Before leaving, he shook my hand, gave me his business card and told me he was genuinely happy that he could help me and get me there safely.
THAT is customer service.
I gave him a $50 tip because he absolutely deserved it -- not because he asked for one.
Unfortunately, I cannot say the same about my experience with Pop-A-Lock.
After the Pop-A-Lock driver had done nothing to resolve my problem, he locked up his truck and came back asking if there was "anything for his time." When I asked what he meant, he again said that tips were appreciated.
My response was simple: You tried to sell me a $585 battery that I didn't need, and the battery you tried to sell me was DEAD.
I immediately contacted GEICO and reported everything that happened. I also provided them with the video showing the interaction, including the discussion about cash and tips. GEICO was extremely professional and told me that this was not the type of service or behavior they expect from companies they do business with. I was informed that the matter would be investigated and that the company would be placed on an appropriate review list.
I am also contacting Pop-A-Lock directly because this behavior was completely inappropriate.
Let me be very clear: I am not saying every Pop-A-Lock employee or every location operates this way. I am saying that this driver's conduct was unacceptable, and when someone is wearing your company's uniform, driving a truck with your company's name, phone number and information on it, they represent your company.
Taking advantage of someone who is stranded and in distress -- or even attempting to -- is completely unacceptable.
I have the video. I have the documentation. GEICO has been notified.
I personally would NOT recommend Pop-A-Lock based on this experience.
ASAP Towing, on the other hand -- THANK YOU. You showed me exactly what professionalism and genuine customer service should look like.
