To Whom It May Concern,
I am writing to formally file a complaint regarding a highly unprofessional experience I had at your location on May 12, 2025, around 8:30 AM. I've been a loyal customer for over six years, consistently bringing my Dodge Charger in for oil changes and inspections due to the reliable and professional service I've received in the past. Unfortunately, today's experience was unacceptable and deeply upsetting.
A few weeks ago, I came in for an oil change. Shortly afterward, my vehicle began leaking oil and the check engine light came on. I returned to the location and spoke with the manager, Devin, who was very professional. He explained the issue was due to the gasket not being tightened properly. He apologized and assured me the light would reset within 45 miles. It did--but then it came back on two days later.
Because of this issue, I had to miss my mother's first and second chemotherapy appointments--something that has caused me great emotional stress. When I expressed my disappointment to an associate this morning (a Black male with dreadlocks and glasses), he responded with an incredibly insensitive and offensive remark, telling me I "could've kept that to yourself" and that "nobody cares." To make matters worse, he made fun of a medical condition I have resulting from a hit-and-run car accident earlier this year--an event that nearly cost me my life.
This behavior is absolutely inexcusable. The associate refused to provide his name, which is concerning. I will be returning tomorrow to speak with Devin and to get clarity on why the check engine light has come back on when my vehicle only has 57,000 miles.
I respectfully request that the owner, Ben, review the audio or security footage from this morning, May 12, 2025, around 8:30 AM. This complaint is not a reflection of the business overall, which I've respected for years, but rather of one associate whose behavior was offensive, unprofessional, and deeply hurtful.
I would appreciate a follow-up on how this matter is addressed. Once it's addressed I will reconsider my low review.
Sincerely,
Anthony read more