To Whom It May Concern,
I am writing to express my significant dissatisfaction regarding a recent service appointment at your 500 Chauvet Drive, Robinson PA, facility. I had scheduled a wheel alignment for my vehicle on Sunday, 11/01/2025 at 1:00 PM, an appointment that was made over two weeks in advance.
Upon my arrival, I was instructed to wait in the customer lounge while the service was performed. After waiting for over an hour, I approached the reception desk to inquire about the status of my vehicle. The attendant informed me that my car had been pulled into the bay and they were awaiting the completion of paperwork. However, I observed that my vehicle remained in the exact parking spot where I had originally left it, clearly indicating it had not been moved for service.
Approximately an hour and a half into my wait, I was informed by a staff member that my vehicle could not be serviced because all bays were occupied with other vehicles, and there was a shortage of staff on Sundays. My primary concern is the considerable amount of time I was left waiting without any indication that the service would not be performed. Had I been informed upon my arrival, or within a reasonable timeframe, that there were staffing issues or that my vehicle could not be accommodated, I would have been able to make alternative arrangements.
Furthermore, I found the demeanor of the staff member who ultimately informed me of the situation to be unprofessional and dismissive. I also observed this individual engaged in lengthy personal phone calls while customers, including myself, were left waiting.
As a customer who has purchased a lifetime wheel alignment service from Firestone, I expect a certain level of service and respect for my time. The experience on Sunday fell far short of these expectations and left me with the impression that the service was intentionally delayed or refused due to its perceived profitability.
I kindly request an explanation for the poor service I received and what steps will be taken to prevent similar occurrences in the future. I believe this situation warrants a thorough review.
Thank you for your time and attention to this matter. read more