Upon arriving, I waited approximately 4-5 minutes before a representative came out to assist me. Unfortunately, he did not greet me or acknowledge me in a professional manner. Instead, he simply stood there staring at me as if he was questioning why I was there. I informed him that I would like an oil change, and he then directed me into the service bay.
While my vehicle was being serviced, he asked if I had visited before. I replied that I had. After looking up my information, he returned and informed me that prices had increased since my last visit, going from $89 to $109. I politely told him that was fine.
During the oil change, he showed me an air filter and recommended replacing it. I told him I would prefer to clean it myself. His response was, "If that's what you want to do, then I guess do it," delivered in a dismissive and arrogant tone that I found unprofessional.
The biggest issue occurred when the service was completed. He presented me with a bill for $161. Naturally, I asked how the price had increased from the quoted $109 to $161. He immediately became argumentative and stated that he had told me additional quarts of oil would cost extra because my vehicle required two additional quarts.
The problem is that he never clearly explained that to me. I heard only the $109 price. Had I known the actual total would be $161, I would have declined the service and gone elsewhere. Since he had already pulled up my vehicle information and knew what type of vehicle I owned, I believe the full cost should have been disclosed upfront so I could make an informed decision before the work began.
When I questioned the charge, he insisted he had explained it, but he absolutely did not explain the additional costs in a way that was clear or transparent. If this is a tactic used to get customers into the bay with a lower advertised price and then add charges afterward, it is a very unsettling business practice.
As the owner of a service company myself, I would never quote a customer one price only to surprise them with a significantly higher bill at the end. Transparency and communication are critical in customer service.
I rarely write reviews, in fact, I don't believe I have ever written one before, but this experience was frustrating enough that I felt compelled to share it. The employee I dealt with was rude, argumentative, and unprofessional throughout the interaction. He was an older gentleman and, in my opinion, did not represent the level of customer service I would expect from any service industry.
I hope management takes this feedback seriously, as customer service and transparency are just as important as the service being performed. Please Note, I will NOT be returning!
To further validate my concerns, I later called Walmart's automotive department and provided them with the exact year, make, and model of my vehicle, along with the same type of oil and total number of quarts that Grease Monkey installed. Walmart quoted me a total price of approximately $79 for the same service. While I understand that businesses have different pricing structures, the issue is not simply the cost difference, it's that I was never given the opportunity to make an informed decision. Had I been clearly told upfront that my actual total would be $161, I would have respectfully declined the service and chosen an alternative provider. Unfortunately, that choice was effectively taken away from me because the true cost was not properly disclosed before the work was performed. read more
