Their website states “Our goal is to offer an alternative to the dirty garages that are often staffed with poorly trained employees who talk down to you.”. . . “The level of our customer service is unsurpassed in the industry.” . . . And “100% Customer Satisfaction – We want to guarantee your satisfaction Work Done Right – The first time, on time” While that absolutely was the case every time I’d gone previously, the recent management changes don’t seem to have reflected that on my most recent visit. While Alexandre did stress my safety and I agree with the decisions made to repair my brakes(I originally only went in for an oil change), the communication and customer interaction was quite poor. I was told it would be done in an hour. After two hours I approach them asking how much longer, he said there was a wrong part they had to get. I mistakenly assumed it would be a quick installation upon return. Instead, I ended up waiting another two hours with no time updates or estimates until I started getting visibly irritated and approached him. To his credit: he did offer twice to drop me off somewhere. However, I did also state that I had to run several errands and help friends move. Obviously Being “dropped off” somewhere doesn’t help address this. He then immediately started arguing and cutting me off instead of allowing me to speak and explain why I was upset. I finally asked if I could speak and he still said there was nothing more he would do for me other than give me a free oil change. I already have 3 free oil changes and originally came in for one today. I don’t want to have to budget another 5hrs for an oil change. That doesn’t help. I told him this and he still wouldn’t assist further. Anytime I’ve gone to Firestone, they’ve been clear and proactive with communicating what is happening, what expectations are, time estimates, and have even proactively cut prices if anything unexpected comes up without me ever needing to voice concern. I’ve always had exceptional customer service at Firestone, this was quite the change and disappointment. I will use up the rest of my free oil changes, but will not allow Service Street to work on my family’s cars going forward. Nor will the dozen(ish) friends I’ve recommended this place to. I should also mention he was yelling at another customer on the phone as I arrived in the morning to the point where I had trouble hearing the other gentleman helping me check my car in. They lost a big advocate today. I’m curious what the “we want to guarantee your satisfaction” means because arguing and talking down to a customer kind of has the opposite effect. I’m willing to reconsider based on past experiences if they make this right.
Hi Andrew, everything that we do is designed to deliver superior customer satisfaction and it appears we have failed you. We want to be #1 when it comes to customer service and clearly we are missing the mark. Thank you for reaching out to us and letting us know we dropped the ball. I am looking into the situation and taking the necessary steps to correct it going forward.
- Service Street Tire & Auto Repair - Colorado Springs