I recently visited my 78-year-old grandmother to assist her with some running around town. Upon visiting with her, I learned that she recently had her oil changed to her 1994 Toyota Tercel, which has 115,000 plus miles on it. I am very aware that her vehicle has issues, however I was extremely disappointed to learn how the store manager (Tim Hunter) at your Mansfield Ohio (Trimble Road Location) treated my grandmother. Apparently, after changing her oil and rotating her tires Mr. Hunter took it upon himself to announce to all of the guests in the lobby how unsafe her vehicle was to drive and all of the issues with the vehicle. My grandmother then shared with Mr. Hunter she is aware of the problems with her vehicle and would like him to perform the services she requested. Mr. Hunter continued to berate her to the point he elaborated on the likelihood of her killing herself and/or others on the road. After doing so, the services were rendered and he reported that she declined all of the recommendations. In looking at the receipt these recommendations are not listed although it states "driver declines repairs". My grandmother looked to another patron at the store to inquire if she were overreacting to Mr. Hunter to which the other customer replied he yells at me the same way all the time. I called the store Friday evening to ask for Mr. Hunter District Manager's phone number in regards to this complaint. I do not feel my grandmother should have to deal with him anymore than she already has, as my plan was to discuss the lack of professionalism and customer service she and others are clearly receiving from Mr. Hunter. In talking to him, he became very defensive when I asked for his District Managers name and number, stating he deals with things for his store and they need to go through him. I made multiple attempts to have Mr. Hunter listen to my concerns however he was more concerned with telling me all the issues with my grandmothers car, which I informed him was not the issue I was calling for. Mr. Hunter directed me to customer service, which I am aware is very typical as a call to customer service will likely be kicked back to him at the store level bypassing his immediate supervisor. Frankly, he was talking over me the entire conversation and it was not until the end of the conversation when I raised my voice and said "Tim you clearly have an issue with listening to customers and would much rather talk over them and express yourself than hear their concerns." At this point, he offered me a reimbursement (Oil change) for the problem and I stated, "I do not want a reimbursement, I want to speak to your manger." At this point, he again directed me to customer service, which I called, to find they are out of the office until Saturday morning, which I can only assume he was aware of but failed to share. Although I was not the direct customer in this situation it is clear to me Tim is in dire need of developing his customer service skills, mostly centered around active listening and problem resolution. Please know my intention is to share my experience and my grandmother's experience with everyone I come in direct contact with in-person and electronically with the hopes future guest do not have to deal with similar lack of professionalism. Based on other reviews that I have read about the store this is clearly an issue that continues to reoccur at this location. Thank you for hearing my concerns.
Wesley Kyser on behalf of Ethel Kyser read more
