Yesterday, I visited San Rafael Smog for the purpose of obtaining a smog test for my vehicle. Having been a long-standing patron of this establishment, I had always been warmly greeted by the previous manager/owner, an amiable older Hispanic gentleman, accompanied by his wife and their charming dog, who collectively operated the shop.
Regrettably, the retired owners have passed the torch to a Smog Inspector named Matthew Garcia, who presently oversees the operations. It is with a sense of disappointment that I express my concern regarding the notable decline in the quality of service at this establishment. Mr. Garcia's conduct during my recent visit was both disconcerting and unprofessional.
From the outset of our interaction, when my fiancé and I introduced ourselves, Mr. Garcia exhibited an argumentative demeanor and displayed a propensity for taking shortcuts. To my surprise, Mr. Garcia informed me that I needed to provide a letter containing a barcode in order to receive his services.
After giving me grief for not having said letter, Mr. Garcia presented an invoice of $65 for the smog test. In a courteous manner, I inquired about the price increase from $50 to $65. Mr. Garcia responded by suggesting that I should consider myself lucky to be charged such a competitive rate, as the prevailing market price for a smog test ranges from $90 to $100.
Subsequently, I kindly requested that Mr. Garcia extend to me the customary discounted rate of $50, considering my years of loyalty as a customer. It was at this point that Mr. Garcia's unprofessional conduct became increasingly evident, as he condescended and employed sarcasm. With a mocking laugh, he said "Sure, how about we drop it to 20 dollars... hell, let's make it zero dollars and I'll just give you a smog test for free." He then proceeded to emphasize how fortunate I should consider myself for not being subjected to higher charges. Despite his demeanor, my fiancé urged us to overlook his attitude and proceed with the smog test.
Observing the prices prominently displayed on the website, I discovered, as expected, that customers were explicitly encouraged to request the discounted rate of $50, indicated in bold red font.
Upon presenting Mr. Garcia with this information, specifically highlighting the conspicuous statement on the website, he dismissively retorted, "Well, you never mentioned a coupon, so how could I have known you desired a discount?"
Notably, the vehicle I brought in for the smog test had been stationary in a garage for an extended period and required a jump start. While waiting in the reception area, I contemplated whether or not the car had had a chance to complete its emissions self-check beforehand, rendering it "not ready" for smog testing.
However, I assumed that Mr. Garcia would detect any such notification when he connected the On-Board Diagnostics Scanner to the vehicle. Unfortunately, Mr. Garcia neglected to employ an OBD scanner and proceeded to conduct the smog test. It was only after the completion of the test that he informed me of the vehicle's failure due to its unreadiness for testing--a matter that could have been effortlessly identified beforehand had he adhered to the necessary protocol of connecting the OBD scanner.
To my dismay, Mr. Garcia demanded the full price for the failed smog test and an additional $25 for a retest. Reminding him of the previously discussed discounted price from the website, I sought a reasonable resolution.
Mr. Garcia then engaged in a shockingly unacceptable course of action. While acknowledging the requisite discount, he proceeded to strike out the initial $25 fee for the retest and replaced it with an inflated charge of $35.
I am compelled to assert that Matthew Garcia exhibits the most disreputable and unprofessional conduct I have ever encountered in my personal or professional life. Notably, my fiancé was so distressed by our interaction with Mr. Garcia, she began crying on the drive back to our residence. read more