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| - The gist is the customer service is horrible. The manager made a mistake, tried to blame me and got mad when I stood my ground and wouldn't pay for his mistake.
I just got a bad feeling when I walked into this place. I don't know why; I've been to plenty of Meinekes before and they're always super friendly and helpful. I've been getting my oil changed at AAA but recently moved, and this place was just down the street. I made an appointment for a $19.95 oil change and put in all my information online. When I get there, it takes a few minutes for anyone to greet me. Finally someone comes in, I tell them I have an appointment and he starts asking me about my car. I'm a little annoyed because in the past people look up my appointment and get all those details. He asks if it's high mileage, I say yes. He goes out to get my car and tells me to wait for another guy.
The other guy (manager) comes in and starts asking me all my details. Maybe it's because it's so hot, but I'm again annoyed and tell him I gave them all this information when I booked my appointment. He says it would take him 15 minutes to find all that on the computer, so it's just easier to do it now. I ask him then what's the point of the appointment? He says to get my name and car info, but since I gave him that there's no point in looking it up. If it really takes Meineke 15 minutes to find an appointment, they need a new system.
Then he asks me how many miles I have on my car, I say about 165K. He says they can do a high mileage oil change that's about $50. I shake my head and say, "no, that's okay." He then goes into the back and yells something about my car. I'm kind of worried because maybe he's telling them something bad. He comes back and writes a few things on the computer, then tells me to sit down and they'll call me when it's ready. I find this odd too because other places I've been to print out an estimate for you before starting work. But I figure it's a basic oil change, so maybe they don't need to.
Everything else seems to go smoothly, they tell me I have a few issues, but nothing major. Another woman came in asking if they had time to take her. Initially they say no, it's going to be a couple hours, and she says she'll go to another place. Then they say, okay, we'll make it work and ask her if her car is high mileage. I've never been asked about my car's mileage before at any other Meineke, or anywhere. I don't know if it's a new promo they're running or if it's just this place.
When I go to pay, the mechanic tells me it's going to be $60. I tell him I made an appointment for a $19.95 oil change. His face drops and he says he'll go get his manager. After a few minutes the manager comes back and asks if I'm ready. I tell him I made a $19.95 appointment, and he says I asked you if you wanted a high mileage oil change. I tell him I said no. He says you said yes. I say, no I specifically shook my head and said no. He says he heard yes. I tell him, well I said no. He's visibly angry, but I'm not paying for something I didn't agree to. Looking back, perhaps he just heard "that's okay," but I've never had anyone mistake "that's okay" for a "yes." It's a very common term for "no, thanks." I was also shaking my head as it happened.
Very upset, he redoes my bill and it comes out to $23, which he angrily emphasizes. He tells me to be more clear next time with what I what. I tell him he should do the same. I don't like that he's blaming me. This store is very busy, they're squeezing people in as much as they can and they're trying to upsell this high mileage change left and right. He probably wasn't listening closely enough because so much was going on and he heard what he wanted to hear. Don't put it on me that you're eager for a yes so you don't take the time to clarify things. And if you're going to upsell someone, you need to print out an estimate before work starts.
He tells me congratulations that I just got a 5,000-mile oil change. Wow. Great customer service there. I tell him to watch the security camera because I shook my head and storm out. The mechanics were nice, and I have no reason to think the oil change was done inefficiently. But there was just something shady about this place. They were too focused on money walking through the door to give individual attention, and then blamed the screw ups on the customer. No. Don't do that. That's how you lose business.
The high-mileage oil change also doesn't make any sense. It's good for 5,000 miles and cost $50, but an average oil change is good for 3,000 and cost $20. For $40 I can get 6,000 miles, so why would I pay $50 for 5,000? Maybe it's better in other ways, but that wasn't explained. Nothing about it was explained, so why would I agree to it? I don't just say yes to things I don't understand. I'm never going back.
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