Memorial Drive
We had a great experience with getting new tires here, so we chose to try it out for an oil change. Car leaked oil the night after the change, then it was smoking the next morning after driving it. Luckily, tow service was free to bring it back, but it was a 15 minute phone call and an hour wait with the car… I did get an apology during the initial phone call with Zach when I called about a tow. I called back and was asking some follow-up questions. Admittedly, I was a little curt with my responses because this was a huge inconvenience and entirely their fault. I was met with a patronizing tone and half-hearted “sorry this happened” from Zach. Once at the shop, had to wait almost 2 hours, and was told it was a “faulty oil filter.” No one apologized for wait time or said faulty oil filter instillation. When trying to ask if the car is safe to drive because we have a road trip tomorrow, the gentlemen answered “ya” while walking away. So not feeling super confident and now will have to take it some place else for a final check. Super disappointed because we had a stellar experience with new tires on our other car. Obviously, we won’t be returning. My husband lost his entire morning to this issue. It probably goes without saying, but we were offered no rebate or discount.
Hannah, we’re truly sorry for the inconvenience and frustration this caused, especially after the positive experience you had with us previously. We recognize that this fell short of the service you should expect from our team. While our team apologized for the issue and offered your next oil change at no charge, we're sorry that the sincerity of the apology was not felt. We appreciate you sharing your feedback, as we take these concerns seriously and will use them to improve moving forward.
- Memorial Drive