If I could give 0 I would, I brought my vehicle in for a brake change service, expecting a simple…read moreand professional experience. Instead, when I picked up my vehicle, I discovered that my check engine light and another dashboard warning light were on, despite neither light being on before I brought it in. Thankfully, I took a picture of my dashboard before dropping off my vehicle, so I had photographic proof of its condition before the service.
Another major concern was that they failed to document my vehicle's mileage when I dropped it off. For a business that services customers' vehicles, properly documenting the vehicle's condition and mileage should be basic procedure. The lack of this documentation only added to my concerns when I discovered the warning lights after the service.
When I contacted the shop to address the issue, I was told they would speak with the mechanic. Rather than taking my concerns seriously and working toward a solution, the mechanic tried to claim that I had brought the vehicle in with those warning lights already on. This was incredibly frustrating, especially because I had photographic evidence showing otherwise.
From there, I was sent in circles between different employees and management. Communication was terrible, nobody seemed willing to take ownership of the situation, and I was repeatedly left without answers or follow-up.
What made the experience even more frustrating was that, during my second trip back to the shop after numerous attempts to figure out what was causing the problem, one of their staff members tried to sell me a new battery to test his theory that the battery might be responsible for the check engine light. Instead of properly investigating the issue, I was being presented with another potential expense based on speculation. I came in for a brake change, not to be subjected to a series of guesses and additional expenses while trying to resolve a problem that was not present before my visit.
Even with photographic proof of my dashboard before the service, I was still expected to jump through additional hoops, including obtaining a diagnostic service through my vehicle's manufacturer to help establish what had happened. It was unbelievable that I had to go to these lengths just to get my concerns taken seriously.
I dealt with multiple employees and management, experienced a serious lack of communication, and received little to no follow-up. Nobody seemed willing to take accountability, and I was left feeling as though I had to prove myself over and over again despite already having evidence.
Ultimately, I had to escalate the matter to corporate before anything meaningful was done. Fortunately, corporate handled the situation with more professionalism and helped find a resolution.
Honestly, this experience was a perfect example of how poor leadership and a lack of accountability can turn a simple service appointment into a complete nightmare. It was disappointing to deal with grown men who, in my experience, seemed more focused on denying responsibility than resolving the issue, along with management that demonstrated a serious lack of leadership, professionalism, and communication.
Mistakes can happen at any business, but how a business handles those mistakes says everything about its integrity. What is unacceptable is failing to properly document a vehicle's mileage, denying responsibility despite photographic evidence, suggesting additional expenses without properly resolving the original concern, and leaving the customer to chase down employees and management for answers.
Corporate should never have needed to get involved for this situation to be handled professionally.
Customer service is about more than completing a repair. It is about honesty, accountability, communication, and treating customers with respect. Unfortunately, this location fell seriously short in all of those areas. I hope management takes this experience as an opportunity to improve its leadership, procedures, and treatment of customers, because no customer should have to go through what I experienced just to get a problem addressed.
