For the past 3-4 weeks, I have had the absolute worst experience at the Kannapolis, NC location (501 S Cannon Blvd, Kannapolis, NC 28081). The customer service at this location is absolutely horrific and I would hope does not represent who they are as a company.
The customer service was terrible from my first visit until my last. I stopped there because I was having trouble with a car battery that I purchased at this location. It was only a year old battery and has a 3 year warranty. A young kid helped us the first day and while testing the battery he actually pulled something out of his pocket to puff on a few times while helping us--- very unprofessional despite whatever it was that he was smoking on. He told us it's the battery but implied that they do this, so people will buy a new battery. We asked him to hook up the car to the diagnostic machine since my check engine light had come on the first day I had trouble with the battery. He waved us off as if he did not have time for it and told us, "It's the battery." He did not hook up our car, so we had to go down to Auto Zone to have this done.
Week after week, I continued to have trouble with my battery--- having to jump it off continuously. I went back to the Kannapolis store and this is where I first encounter Brian "Keith" Starnes (at this point I do not know he is the manager of the store). When I arrive, he is very agitated that the other store didn't just call to verify purchase and take care of the situation and grumbles about them being stupid. He then tells me that the person that knows how to test the battery will not be in until a few minutes--- so I wait. When she arrives, she goes out to test my battery and states there are too many fuses near it, so she is going to get Keith to do it. So, the whole time I stood there waiting on her, he could have tested my battery because he in fact did know how to do it. For this and every additional visit after he keeps telling me that the battery is good and he is getting the same reading that the battery had when it was first tested and he cannot replace it if it does not read as a bad battery. This is still his excuse after two shops look over my car (one being the Hyundai dealership who does a full diagnostics test and it comes back as just a bad battery).
One day he tells me I may just have something draining my battery but does not bother to do a "drain test" until my 3rd visit and he states that he should have done this last time I was there. I told him that yes he should have because this is now my 3rd visit to this store. He tells me there is a drain on my battery and he is getting a reading of a .70 but it was still rising. This turns out to be a complete lie. The Hyundai dealership service team printed me off the proof that this is a bad battery and tells me there is absolutely no draw on my battery. Keith Starnes sees this proof and still refused to replace my battery (again, the battery is under a 3 year warranty). At this point, I am on my 4th visit to this store and he is being extremely difficult for absolutely no reason. He continues checking out customers and completely ignoring that I am there and was the first one there when his second employee arrives. I had to jump in front of the people for him to acknowledge that I am still waiting. I get extremely frustrated with him still refusing to replace the battery, after a while he finally agrees to.
It took lots of arguing and 4 visits for him to replace my battery when he should have done that the first time I talked with him. I asked for his business card and he tells me he is not the owner and do not have a business card. He tells me he does not care if I report him to corporate and that corporate isn't going to tell him to do anything. He refuses to even tell me his full name, so I had to take measures of finding it out myself. read more
