I would never work with this tire service department again after this experience. The level of…read morecustomer service, communication, transparency, and professionalism was extremely disappointing from beginning to end.
One of my biggest concerns is the information provided by staff to an outside company, Cooper Tires. I was told that staff member Pat provided information to Cooper Tires that was false or inaccurate regarding my situation. Providing incorrect information to an outside company is extremely concerning and raises serious questions about the accuracy and integrity of the communication coming from this service department.
I was also extremely disappointed by the way the pricing was handled. The Service Manager, Mike, provided me with a price in written communication, and I relied on that written quote when making my decision. However, Assistant Manager Bryan later refused to honor the price that had been communicated to me in writing. Instead, the details and price were changed after the quote had already been provided to me as the customer.
That is not an acceptable way to conduct business. When a service department provides a customer with a written price, the customer should reasonably expect that price to be honored. Changing the terms afterward creates a serious lack of trust and makes it impossible for the customer to have confidence in what the staff tells them.
Another major issue was the tire warranty. The department did not provide me with the original warranty documentation or clearly explain the warranty terms and specifications at the time I needed that information. When I questioned the warranty, I was essentially told that I was "just supposed to know" what the specifications and requirements of the tire warranty were. That response was incredibly frustrating and completely unreasonable. Customers should not be expected to somehow know the detailed terms, conditions, limitations, and specifications of a manufacturer's warranty without being provided the applicable documentation or having it properly explained to them.
The way I was spoken to throughout this process was also extremely concerning. I was treated in an unbelievably condescending manner and repeatedly felt that I was being talked down to rather than treated as a paying customer deserving of basic courtesy and respect. What made the situation even more frustrating was the apparent difference in how I was treated compared with my father. The staff's tone and demeanor toward me, a female customer, were noticeably different from the way they communicated with my father. When my father was involved in the conversation, the condescending behavior that I experienced was not directed toward him in the same manner.
I should not have to bring a man with me to receive respectful, professional, and straightforward customer service. Regardless of whether a customer is male or female, every customer should be treated with the same level of respect, patience, and professionalism. Being spoken to as though I was incapable of understanding the situation, while my father was treated differently, was both insulting and unacceptable.
What makes this entire experience particularly frustrating is that these issues involve multiple failures: inaccurate information allegedly being communicated to an outside company, a written price that was later not honored, warranty information that was not properly provided, and communication that was unnecessarily condescending and disrespectful.
I expect a service department to provide accurate information, honor written quotes, provide customers with applicable warranty documentation, clearly explain important warranty requirements, and treat every customer with professionalism and respect. None of those expectations should be unreasonable.
Overall, this was an unacceptable customer service experience. The lack of consistency, accountability, transparency, and basic respect left me with no confidence in this tire service department. Based on this experience, I would not return to this department for future tire services, and I would not recommend it to others. Customers deserve better than being given conflicting information, having written prices changed after the fact, being expected to "just know" warranty requirements, and being talked down to when they ask legitimate questions
