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| - So while driving and minding my own business, a rock decides to jump up and hit my windshield. I am the type of person, I hate to have work done on my car. If I had my way, it would never need a repair. Reason being, I feel like when you take your car to any repair shop they don't take care of it the way you do. I have had scratches random appear, hand prints appear all over my car, mechanics drive my car with grease all over their hands leaving my steering wheel nasty etc. So when I have a decent experience at a place I will most likely use the business over and over. That being said, I decided to use Mobile Pro being they replaced my windshield this same time last year. Last year my windshield was replaced by Jaime who's the owner. When I called this time I requested Jaime, being i don't like to have my car serviced in the first place, but if I have to I prefer the same person always if possible. I was told by the lady on the phone, that would be no problem and to come the next morning at 8:30am and "Jaime" would take care of it. I got to the shop around 8:35am and immediately I could tell it was not going to be a good experience. I walked into a dark office and someone greeted me from a different room, in other words I walked in and heard a voice say we will be right with you. A few minutes later a lady came out of the adjoining room and asked could she help me. I told her my name and that I had an appointment. She told me to have a seat and then she preceded to turn on the light. STRIKE 1 - Office not inviting at all! Shortly after a man walks in, doesn't speak, smile or anything. He goes into the adjoining office and ask the lady for my keys. I assume she tells him I have them, because he come to me, still haven't greeted me and ask me for my keys. STRIKE 2 - Staff is not friendly! Not to mention the guy that's asking for my keys is not Jaime, who I specifically requested and was told that would not be a problem. STRIKE 3 - Don't lie to your customers and do what you say you will do! At this point being how I am about my cars I go outside to keep an eye on things. They are working out of the back of the mobile unit in the parking lot. The not so nice guy is working on my truck, you can tell he could care less as it is not an investment of his and don't forget he's also rude! I don't say anything being the guy I requested Jaime is also assisting him in the process. Then not so nice guy tells me I can't stand in the street and watch. My question to him is why? His answer is due to insurance regulations. I then say well when you came to my home I stood outside and I was told because it was my home. Are you kidding me! Do I look like a fool! What does your insurance have to do with me standing in a public parking lot. STRIKE 4 - Don't insult your customer intelligence. My response is " no problem, I will take my 80k truck some other place where they don't mind if I watch" them all of a sudden it's now okay to stand and watch just allow some room for them to work which I was doing in the first place. Then as I am standing a ways off I am told I can come closer, they are just being cautious being they have had issues with customers touching the glass while they are working. STRIKE 5 - Don't treat all of your customers bad because a few messed up or did whatever. By this point the work is completed and I am told to go inside and sign the paper work. Jamie then in a round about weird way, somewhat apologize, it's my guess he could tell I wasn't happy with the customer service. At the end of the day will I use them again, hum the jury is still out. People pay a lot for cars and in my case I paid 80k! Make your customers feel like you are going to treat it the way they would. In my opinion the customer service, the experience and the trust the customer has in you is what builds your business. I also understand that in most businesses the owner will most like due a better job than the person who just see's it as a job. I am sure that I am not the only customer who feels this guy is rude (look for him in my photos). My advice they might care less about. But if they do care I'm my advise would be to make your office open and inviting for the customer, train your employees on how to provide good service, don't treat all customers bad because a few have crossed the line and reassure your customers that you can be trusted with their investment and if they want to stand outside and watch be welcoming to that! It shows you ya e nothing to hide and can be trusted. And get this the rude guy had the nerves to have a tip jar LoL I wonder how full it is at the end of the day.
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