To be clear, my review of this business is based solely on their customer service, as I went their for a carco photo inspection required by my auto insurance and did not have any auto body work done.
I called and made an appointment for the inspection 1 day prior to and called from the back parking lot to make sure I was at the right place, and to see if they had a preference as to where I should park for it (front or back).
I walked in carrying my 2 year old son and let the employee at the main desk know I was here for my 1:30 photo inspection appoinment. He knew nothing of my appoinment and deferred to another gentleman (who had answered my phone call moments earlier), asking if he had just made this appointment, which he replied that I had simply called saying I had an appointment.
I interjected and let the gentleman at the desk know that i had made the appoinment the previous day. Seemingly annoyed, he then told me i needed to write down my info for him. I had been told this on the phone and brought my registration in but still forgot to bring in my insurance card and write down my mileage. I coldly asked for a pen in response to his demeanor and came back with the info.
When I came back in, he asked if I had written down my plate number too and I said "Well, I have my registration right here. Isn't it on that?". He didn't know without it being pointed out to him by another female employee who had been standing behind him at the time.
He told me to sit down because he had some questions, and as I'm sitting right there he begins apologizing to the female employee that he didn't know he would have something to do right then. She said it was fine, but he went on by saying "I know how valuable your time is."
OK.... guess what? My time is valuable too! Why do think i made an appoinment? Clearly he didn't believe that I had actually made one, so while he was clicking away on is computer, I again reiterated, "Ya know, I really DID make an appoinment yesterday."
His response without looking up at me was, "cool". I think that response speaks for itself.
Next, he started asking me what kind of subaru? What color?
I then said "Isn't it right there on my registration?" He didn't even know, (big surprise) and after carefully looking it over, told me it wasn't; almost like a victorious 'you're wrong and I'm RIGHT'. It wasn't even worth arguing over and FYI: it most certainly is on the registration! How can anyone be in that line of work and not know these things?
I then asked him, "Why are you giving me such an attitude?". It takes a lot for me to take things to a confrontational level, but I've seriously never been treated that way from someone in a public relation/customer service position.
Needless to say, he immediately snapped and flipped it on me for having the attitude and then told me, "I don't have don't have to be doing any of this for you right now".
What?! My reply, of course was, "Isn't this your job? I'd like to speak to your supervisor".
He then informed me with a smirk, that his father is the owner...."
I then asked to speak to his father and he told me he was not there. I am skeptical that was true. I then said, "well there must be someone I can speak to other than your father".
Suddenly the boy claimed to be the supervisor.
Clearly, he wasn't going to let me talk to anyone, so I asked "Should I just go somewhere else for this then?" He of course replied no, and I really should've walked out at that point, but really; my time IS valuable with 2 small children on my hands and an encroaching deadline for the inspection.
The rest of the encounter was uneventful; got my proof of inspection and left.
A smile, polite demeanor and desire to actually help someone goes a long way in a customer service position. An entitled, dismissive, "my father owns the business, so I can treat you however I want" mentality is enough to send me running- I don't care how good the auto body work is.
Maybe the owner/actual supervisor will read this and make adjustments, but for now, I'm going to guide all of my friends and family to steer clear of this place. read more
