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Verified CustomerVerified CustomerVerified CustomerVerified CustomerThank you for taking the time to share your feedback. We’re genuinely sorry to hear that you were not satisfied with the service provided.
We understand that while a oil flush and coolant change would address the coolant present at the time of service, it may not prevent the system from becoming overfilled or contaminated again. Unfortunately, this solution would only be temporary. It appears that a more significant issue has developed, where engine coolant and oil have mixed within your oil system.
We regret if this explanation was not communicated clearly during your visit. Please know that we aim to provide thorough and transparent information about all aspects of our service. We apologize for any oversight and any inconvenience this may have caused.
If you have any further questions or need additional assistance, please feel free to reach out. We appreciate your understanding and wish you the best moving forward.
Verified Customer
Used my extended parts warranty earlier this year to replace oil filter house without issue so when my struts started to leak I called to make an appt due to the seamless process I had just had. Noted on the phone call last week while making appt that I was going to be using the same exact extended warranty, had already called them to confirm struts were covered, and understood that not everything was guaranteed to be covered on work order. Within 5-10 minutes they texted over estimate for me to approve so they could order parts and I immediately approved.
Confirmed my appt the day before and showed up the next day for my appt. Realizing I forgot the warranty paperwork in the car the second I walked in the front door, I ran back out to get it. As soon as I hand it to the front desk- it was immediate annoyance and frustration from the staff that they had no clue I was using my extended warranty for this repair and they would have wrote the estimate different had they known.
Of course I'm baffled because that was exactly what I told the person that scheduled my appt over the phone and I even remember them saying my extended warranty company was easy to work with and this should be the same process as before.
After asking how this lack of communication was my fault if there were no internal notes attached in their system, it just continued to go downhill from there with the specific employee throwing all my warranty paper on the ground by his feet and telling me to pick it up.
From a logical point of view- the person who scheduled my appt over the phone the week prior is actually where the breakdown in communication happened because there were no internal appt notes at all about my repair which is why it was written incorrectly by the co-worker.
Honestly this last (and obviously final) experience left me more confused/disappointed than mad because it truly made zero sense why they weren't believing me or realizing that as the customer what would I get out of this interaction by lying?
Or at the very least from a management viewpoint , consider in the moment of customer interaction that this could very well be an internal team communication issue.
Probably not something you should be taking out on the loyal customer who came into the interaction with zero issues assuming this would be an easy repair appt vs. how I felt leaving after being hassled, blamed, and gaslit with my personal property being chucked on the ground for me to pick up at this feet.