The district manager, himself, and his commitment to solving a problem, deserves 5 stars. However, the process of getting to that manager deserves negative stars; so 1 start it is.
The technician who performed the initial service on my car was abysmal at any kind of service. I wasn't going to write this review, but upon reflection of the technician who initially handled my claim, I have since changed my mind.
I went here to get my transmission fluid changed. Within an hour of leaving the place, my transmission was slipping. I took it back, and the technician came outside and checked my car without it running (which I found out later is not the way to check trans fluid). He told me it was full (which my mechanic later tells me was a "false full" as the car was off). The car continued to slip, so I took it to my mechanic a few days later, who discovers I am MISSING 5 quarts of trans fluid (what he had to add to fill it). He checked my entire system and I had no leaks. The fluid had not flowed into any other area, like my radiator. It costs me almost $200 to find this out. At this point my mechanic explains that trans. fluid should be checked with the car running. He writes it all up and I take it back to the store.
I go back to the store, and the person there available to talk with me is the initial technician who did the work on my car and I say I would like reimbursement for the mistake. His response to me is that it was full when they were done. I brought up his check of my fluid when I came back to the store ( without the car running), and he tells me it was running; that he had me start my car (I could look at this as a lie to my face, but at this point I'm thinking he is just not remembering it correctly as it was busy when I returned). I correct him and say it was not, and better yet, I had another person in the car who also knew it was not running when it was checked. Beyond that, I asked him to then explain to me where 5 quarts of fluid went, especially with no leaks in my system. He could not; he just said it was full when the car left, which is what he tells me the company will say as well (essentially telling me I won't get reimbursed for the added expense I went through). Also, he then proceeds to tell me it was checked "full" before being pulled out of the shop. I later talked to my mechanic about that, and he lets me know what with a trans. fluid change, the car should be placed in gear and rocked a coupe of times to force fluid through the system, and then checked before driving the car out (otherwise you can again get a "false full" reading on the dip stick.
Back to the store encounter... I ask to talk to a regional manager and am told there isn't one. There is just the individual who owns the business. I ask to talk to that person. He isn't available, but the guy I'm talking to says he will talk to the owner and then says to me, "I'm not calling you a liar, but it was full. That's what the owner is going to look at." So, he basically calls me a liar. At this point, I let him know if necessary, I would go to court over this issue (albeit small claims court).
I wait a few days after hearing nothing, and call. I talk to a store manager who is very polite and apologizes for the experience, and tells me he will talk to someone. I wait another day and call back. The technician, who initially did the work, answers the phone. I ask if the owner has been told yet, and the technician says he was going to get to it that afternoon (apparently not a high priority). That he needs to send the paperwork I gave them to the district manager. At this point, I remember asking about a "regional manager" and being told there wasn't one. Apparently the terms "regional manager" and "district manager" are worlds apart. The easier interpretation is that he just lied to my face previously. I ask for the name of the manager and which store he works at, so I can call him. He gives me the name and store; I look it up on the net, and I call the district manager who apologizes for the experience and calls the other store (the one I was just talking to). When he is finished with that call, he called me back and explained that I would be reimbursed for the extra work I had to have done.
When I pop in to get the check, the technician sees me twice, once telling me he'll get the district manager (who is in the store at that point). No apology from the technician at all. The DM comes over and again apologizes for the issues I had, and gives me a check covering my extra expenses.
I had been going to this place for almost 10 years without incident until this last time. After what was said and done by this technician, the fact that the individual somehow retains employment there, is enough for me to never return. read more
