There's always two sides to every story as many of you well know. Landon Hill called our facility a little before 4pm and inquired about a smog check and an oil change, to which I replied yes. But can you do it NOW? I replied yes, right away. I could tell by his pushy attitude on the phone that he was already irked about something, but I chalked it up to life in the big city. He arrived about fifteen minutes later at which time I wrote up an order for service. He seemed overly suspicious about the price of the smog check and the oil change, even though I had given him a detailed estimate for both services which included itemized costs for the smog inspection, certification, oil, filter, labor, and hazardous waste fee. He still pushed to have the exact amount of each service individually, so I verbally quoted the price of each item as I pointed them out to him on the estimate, but that wasn't enough and he further insisted on more itemization, so grabbed my calculator and added the costs involved in the oil change service. Keep in mind that all the following incidents further exacerbated the problem, being the amount of time the service would take. I was not irritated and he mistook my being in a hurry due to the lateness of the day for that. I try to close our shop each day at 5, never happens though, as I always stay late to help, especially those in emergency situations such as flat tires, etc. However, this was not an emergency situation. Services like the ones Landon requested are easily scheduled for his convenience, even though he neglected to do so. In spite of no appointment, I took his vehicle in at the last possible moment. Hard lesson learned, as it turned out, after I performed the smog inspection and put the vehicle on the hoist, and began the oil change service. I typically service quite a lot of VW vehicle including Passats like Landon's, however this particular year and engine required a cartridge style oil filter which I did not have in stock. I immediately called my supplier and rush ordered a filter for his car, and informed Landon of the situation. By this time Landon had become visibly irritated, talking on the cell phone to his wife, apparently there was some heated discussion as to who was going to pick up their child and he kept insisting on an "ETA". I told him that I rush ordered his filter and it would be here a.s.a.p. and would get him on his way quickly. He told me he was trying to figure out if he needed to have his wife pick up their child and I replied that he probably should have her do so because I didn't know exactly how long it would take. He then said "WHAT ABOUT THE SMOG TEST?" I informed him that I had already completed that service and as soon as the filter arrived, I only had to install the filter and oil and he'd be on his way. It wasn't enough, apparently, and he insisted that I call the delivery person to ask him how long it would take, even though I had just ordered the part a few minutes earlier. I told Landon that I didn't have the phone number of the driver, only the dispatcher, and even so, people aren't supposed to use their cell phones while driving anyway. In a sarcastic tone, he said "Oh, I'm sure you don't use YOUR cell phone while driving, huh?" I replied that, actually, I didn't, and of course he questioned my veracity. One thing I really hate is being called a liar, especially by someone I'm doing my very best to help. At this point I could tell all was lost with respect to this guy, and as he became more agitated , raising his voice, and talking over me, I told him I was done. Apparently he wasn't, as he kept ranting and raving about the this being the WORST service he'd ever received. I told him he was about the worst customer I ever had, so I guess the feeling was mutual. I guess it all boils down to the fact that Landon hadn't planned ahead and tried to cram too many things to get done inside an hour, as it turns out he was supposed to have picked up his child by 5. Had he informed of this prior to starting, I would have suggested that he only have the smog inspection done as it would only take about 20 minutes and leave responsible time for him to pick up his child. Now I understand what was bothering Landon, as some of you parents may know, if you pick up your child late, you get whacked with a late fee. When he said "You don't care about my problems!" I told him he was right, I only cared about getting his vehicle completed in a reasonable time frame, which by the way, was completed before 5, so all this hooting, hollering, and stamping his feet was unnecessary. Seems to me to be just an example of poor planning and bad parenting. After all, who puts their oil change of their car ahead of their child. As far as looking like Jack Nicholson, thanks! Handsome devil ain't he? And now you know...... the rest of the story! read more
