Came here for an oil change as we were close by at the Mall. However, it was an absolute crap show.
Yes the service went by pretty fast and you are able to sit with the car. But aside from that it was a horrible experience and let me explain why.
After the service, team members aren't even aware of their current Yelp check in promo. So they had to ask each other about the deal. I get it if you're new but everyone seemed so confused. On top of that, they were touching our phone screen with their dirty glove so that they can review the check in promotion. We definitely didn't ok this and had to clean our phones after as oil stain on clothes would not be good.
After the service, the next day we drove the car, we heard some noise. Luckily, this was happening when we got close to home so we took a look and we can see a piece of the car detached. I know a trusted MDT (Master Diagnostic Technician) so they were able to take a look and identify that this is the gravel shield which was improperly reinstalled after the service and a part was damaged so they cannot reinstall it back as further attempts will result in the shield falling off again anyways. Their recommendation was to purchase a new one to install.
As this was an issue caused by the service, we called to see if we can get some partial refund to fund the purchase of a new shield which my MDT friend can help install. Unfortunately, we were told that we have to come into the store to show them the issue. There was no way we can drive from South City back to this location (over 30 mins with normal traffic) with the piece on, so we had our friend remove it.
During this call, one thing that really bugged me was that I mentioned that I'd have to go to the shop later in the week as I can't drop everything in doing at work to go in and show the techs the car since the drive is quite far. I was told that I live in South San Francisco and it is right next to Belmont (where the guy on the phone lives) and it's a really quick 15-20 min drive. How am I suppose to respond to that? I got to say I was quite stumped. I know that Belmont is next to San Mateo sure. But next to South San Francisco is a hell of a stretch. It's more like Belmont is in the middle of my place and this business location. But either way, I don't have time to spend 1.5-2 hours on a work day to do a round trip drive in traffic to get this taken care of.
When we finally got back to this location. We got some attitude for coming in around 4:30 on a Saturday because they were trying to do inventory. When I spoke to them on the phone, I did mention I'll stop by sometime in the afternoon. If during the phone call, they had just let me know they were planning to do inventory later in the day and asked us to come earlier or by a certain time, we could have accommodated and ensure we came earlier. But we didn't know, so we came at a time that was convenient for us.
After they reviewed our photo evidence and the piece we brought back, they inspected it and determined that they had a kit to help install it back. I was quite shocked to hear that they had installed it back and it was "secure" as it goes against the initial diagnosis I received. Regardless, we tried this attempt and unfortunately, the next day, the same thing happened. This time, two different screws popped off and the shield is once again hanging. The piece is now flapping even louder this time due to the fact that the new angle pics up wind and flaps harder.
So again, I had to call back to report this issue. I was a little taken back by parts of the phone call, one where we were asked if it was a possibility that our friend ripped off the shield just so I can have them reinstall a new one. Like wait seriously? I'm not that bored to continuously bother others to get a double check on the service performed and they have better things to do than to rip it off my car. They haven't even seen the car since the service so how is it possible? Besides, they were going to install it for free so what's the benefit to that?
However, I did end up getting a refund that will cover the purchase of the new parts so I'm really glad this fiasco is over. With the time wasted on phone calls, gas and time wasted driving back a second time, and my general experience, we will never come back. Definitely not worth it no matter what discounts we get, not even if it was free. read more