I have been a customer of Just Tires for several years, and although I have experienced situations in the past, I have never experienced the level of disrespect and unprofessional behavior that I witnessed during my most recent visit.
On 8/15,I brought my vehicle in to have the front passenger tire checked because it had a slow leak. I also requested that the tire be addressed under my Hazardous Road Hazard Plan, that the tire pressure sensor be checked, and that my tires be rotated. Mark took my order.
When I returned to pick up my vehicle, I discovered that the tires had not been rotated, the leaking passenger tire had only been plugged rather than replaced, and the sensor warning light was still on.
Justin was working at the register when I asked about the service. He asked for my credit card information, and I questioned why I was being charged when I have a Hazardous Road Hazard Plan. At that point, Justin began yelling toward Mark about not knowing the orders and about information not appearing on the handheld device. His yelling, arguing, and profanity were loud enough to be heard from the front of the store.
I then asked Justin whether the tire sensor had been checked. He told me that it had not been checked and acknowledged that the tires had not been rotated. He went into the garage area while continuing to yell and use profanity.
When he returned, he stated that the sensor was a factory sensor. I explained that it was not a factory sensor and that I had previously had two of the sensors replaced at this same location. Justin then slammed the clipboard down and told me that I could take my vehicle somewhere else.
I asked again whether the tires had been rotated. He initially said no. I told him that I wanted the tires rotated, and he went back into the garage area again while continuing to yell. He later stated that the tires had been rotated, but he never returned to the counter to properly explain what had been done.
When I checked my vehicle, I discovered that the tire sensors were no longer properly registered. Justin did not return to the counter to explain the situation, provide me with a receipt, or discuss what had been done to my vehicle.
Mark eventually came to me, apologized for the situation, and explained that this was not how they normally conduct business. He mentioned that the sensors might need to be reset and asked me to return the following day so that the bad sensor could be replaced. I asked Mark to provide me with a printed receipt and to document the incident, which he did.
I want to emphasize that my biggest concern is not only the inconvenience of having to return after work when I live in Durham, but also the way I was treated as a longtime customer. I have never witnessed an employee speak to coworkers and customers in this manner. Yelling, profanity, slamming a clipboard, and telling a customer to take their vehicle somewhere else are not examples of professional customer service.
I appreciate Mark's apology and his effort to correct the situation. However, Justin's conduct was extremely concerning and reflected poorly on the company.
I would like to continue being able to trust Just Tires with my vehicle, but the experience I had during this visit was extremely disappointing.
Sincerely,
Michele read more
