I had been going to Bell Tire and Auto for a few years and brought many cars in for service. I was on a first name basis with Jimmy and Robert in there. They made me feel like a valued customer and I felt as if they were honest with their customers. Their prices are competitive just like anywhere else. At one point they had started some card system that you could sign up and get points and after so many points, you get a coupon for an oil change.
I had enough points for an oil change but could not find the coupon anywhere. I went and scheduled an oil change and explained to them my situation. They said they couldn't help me. It was some outside company that does all that. I was under the impression it was their own marketing and they controlled it. They could've has easily looked in the computer and saw all the purchases I have made and that would have amounted to that coupon and also saw that I had not redeemed any such item.
I was disappointed to say the least. I had such high expectation of Bell Tire and had been coming there for so many years. An oil change doesn't seem like a big deal to lose an auto shop over it, but I no longer felt like a valued customer. I've moved farther away now, but I would not have a problem driving the extra miles where you feel valued.