Have an issue? Address it with assistant manager Nate at the South Main, Spanish Fork location and you will be TREATED LIKE A CHILD.
After explaining The Issue and asking a direct question about Oil Changers practices, the assistant manager said, "I can't answer that. What I can do is take this matter seriously." Huh. I was under the impression that returning a direct concern with a direct answer is how you take a concern seriously? Pardon my ignorance. I'm just a *girl.*
My daughter and I were then verbally manhandled by the A.M., being called "You girls" repeatedly and told to get comfy in our car so he could "take care of us." Nate wrote a report we weren't allowed to see and dismissed us without a concrete timeline of when The Issue would be resolved, saying we'd hear from the Regional Manager "in a few days." (Pro tip for grown men: don't call female customers "girls"--it's demeaning.)
After a week of silence, my daughter called for an update. The A.M. said he'd "shoot a text" to the regional manager and we should hear something in "a few days." Translation: We're putting you off until you go away.
So, four days of silence later, I called the shop and asked for the Regional Manager's contact information. A.M. Nate was instantly irritated, telling me he couldn't "divulge" the R.M.'s contact information because it was "secret." Secret?! Secret?! (Yes, I blurted that out loud. Perhaps I shouldn't have reacted so gobsmacked, because it kicked the A.M.'s irritation into high gear.) I said I wasn't asking for personal information but a company contact number or email. The A.M. said, "No, that's not how this works" (please, mansplain away...) and then he claimed that company contact information was "secret" to protect the RM's "privacy." I replied that if he was going to text the RM, then I'd like him to ask on my behalf for a contact number so I could reach him, and that I expected to get that info by Monday. (The next business day.) *Boy* did that upset Nate. He talked over me for the remaining duration of our call and then hung up on me.
I looked up the corporate number, called, and spoke with Tony, who reassured me The Issue would reach the RM Monday morning. (Cross your fingers!)
BUT GUESS WHAT HAPPENED NEXT?? The RM, Cory Hughes, called me within an hour (gasp!) of ending my call with Tony (gasp!). It wasn't the dust I'd kicked up that made him pick up the phone and dial my number--no. Apparently he'd only JUST received super secret IT footage of my car and Nate's report and he was now COINCIDENTALLY ready to phone me up. Did this electronic info take ten days to travel by pack mule, I wonder?
The phone call blew my mind. Mr. RM channeled Darth Vader, speaking vapidly as he used The Force to tell me that the damaged car part in question was never on my car. He'd seen footage I couldn't see and read a report I couldn't have, and said that the part imperative to protecting my car's undercarriage that HAS TO BE REMOVED FOR AN OIL CHANGE TO TAKE PLACE was never there to begin with when we brought it in.
Jaw-droppingly gobsmacking moment.
I asked if he thought I had a lift at home that I could put my car on to randomly remove parts from before getting an oil change. --No answer--
The call was short and uninspiring--no help, no hope, nothin'. As I foresaw a drawn-out "Yuh-huh" "Nuh-uh" back-and-forth taking place, I decided to bring the madness to an end. Me. The adult. The enlightened ex-customer who witnessed Oil Changers' integrity drip down the lube tube into a disheartening puddle. *slow clapping* The measure of a company's moral standing is in how they handle their customer's lived experience. Apparently, my first-hand experience --activate The Force-- never happened and The Issue is all in my head.
BTW--Regional Manager Cory Hughes confirmed repeatedly that his office number ISN'T "secret". Can't SAFELY wait nearly 2 WEEKS for an issue to be addressed, and want to have your own "Yuh-huh" "Nuh-uh" experience? 510-459-4394 read more