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I can honestly say that for a small town business, I've never had a worse customer service experience. To say that I was disappointed is an understatement, as I was disregarded, talked over, and talked down to. I took my car, which is 2 years old and in perfect condition, to Gilmore's for its inspection and an oil change. This was my second time to the shop. Both times I was treated fairly, so this makes this final experience so hard to believe. A little over a week after the service, my car begins to overheat on my way home from the grocery store. When I checked under the hood, the radiator cap was off and upside down in front of the radiator, and there was coolant over everything. I put coolant into the radiator (there was still some in the reservoir), replaced the cap, and turned my car on. My temperature light had gone off. The next day on the way to work (~50° outside), my car overheated again. When I attempted to turn on the heat, it was not blowing hot air. My entire car steamed up, and every light on my dash lit up. I only have a 15 minute commute. I thankfully made it to work barely before my windows steamed up completely. Because my car was under warranty, I called the dealer to get an appointment. I was afraid to drive my car, so I arranged a tow. I was thinking there was something wrong with my car, and wanted Subaru to fix it. When the mechanic at the dealer checked it out, they did every test under the sun to rule out anything wrong with my car. They had to refill the coolant and bleed the system because the entire reservoir had been drained BECAUSE THE CAP WAS NOT PUT ON THE CORRECT WAY. The reason this all had happened was because a technician at Gilmore's had not properly afixed my radiator cap. I brought both receipts back to Gilmore's and calmly had a conversation about what had happened. I was passed off to Chuck who had made up his mind before hearing anything I had to say. He refused to look at the paperwork from Subaru, saying, "They're not God to me, I don't need to listen to what they said." He said I should have called him before taking it to Subaru, but like I said, I was under the impression there was something wrong with my car and wanted it fixed under warranty. I went back and forth with him for about 10 minutes without getting anywhere. He kept making weird analogies, refused to take responsibility for what happened, and basically told me I was out of luck. He even had the audacity to assume me a liar when I said that I certainly didn't look under my hood after my oil change and take off my radiator cap. I told him that as a previously happy customer and member of the community that I was disappointed in how he was handling the whole situation. A simple apology and gesture of good will would have been enough for me. Instead, I had to pay $140 for something that would have never happened had the mechanics at Gilmore's put my radiator cap on correctly. There was clear evidence that they were responsible, yet they continued to deny everything. It was an absolute ridiculous and frustrating experience. Based on the way I was treated, I would never return, but also steer every potential customer I encounter away. read more
10 years ago
12 years ago
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