I have never experienced this level of unprofessionalism or disrespect from a business, and I…read moresincerely hope corporate management reviews what happened at this location.
I scheduled an appointment three days in advance for an oil change AND Texas state inspection. I arrived 20 minutes early, confirmed both services at the front desk, and was told it would take approximately 1 hour and 20 minutes. I specifically asked if my car would be finished before 1230 and was told it would.
1230 came and went with no communication. I finally received a text close to 4pm.. nearly five hours after dropping off my vehicle.
When I paid, I noticed I wasn't given state inspection paperwork. I checked my receipt and discovered why.. the inspection I scheduled and confirmed was never done. Instead, they performed and charged me for a tire rotation I did not request. I had to go back inside and wait even longer for the inspection to actually be completed.
I asked for the tire rotation to be refunded given that I never authorized it and my 1he 20min appointment had turned into nearly five hours with one of my requested services completely missed. I was told the difference was only about $4.
During the conversation, I said I felt like I was "getting f-ed over." I fully acknowledge using profanity out of frustration.
That is when another employee, Steve, who had not been part of the conversation, interjected: "Lady, no one's f-n you over." When I told him he didn't know what had happened, he then told me to "shut my f-n mouth."
I was appalled and reacted angrily, using profanity myself.. and I take responsibility for that. But there is an enormous difference between a frustrated customer using profanity while trying to resolve a legitimate service failure and an employee inserting himself into the situation, telling a customer to shut her "f-n mouth," and personally insulting her.
Steve then repeatedly called me "crazy" and said I had "mental issues." I have a recording of part of this interaction, including Steve saying, "You can record this. You are crazy, lady."
When I tried to stop engaging with Steve and continue resolving the issue with the original employee, Steve continued interjecting. At one point, the original employee handed me $5 from his own wallet, only to later ask for it back. That employee eventually acknowledged, "You're right, it was my fault."
Mistakes happen. A missed service or scheduling error could have been resolved professionally. What is unacceptable is how I was treated after bringing those mistakes to their attention.
No customer should be told to shut their "f-n mouth," called crazy, told they have mental issues, or personally demeaned for questioning an unauthorized charge and asking for a problem to be corrected.
The interaction became even more concerning when Steve abruptly stood up and physically postured toward me in a way I perceived as intimidating and threatening. Regardless of his intent, the combination of his language, personal insults, and physical demeanor was completely inappropriate for anyone representing a business.
I am asking corporate management to review this incident and contact me directly. I am happy to provide the recording, appointment confirmation, receipt, and full timeline.
This was not simply poor customer service. A five hour appointment, an unauthorized service, a missed state inspection, profanity directed at a customer, personal insults, and intimidating behavior warrant corporate attention.
