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| - Had an absolutely AWFUL experience with this location. I purchased a Groupon for a full synthetic oil change with 36-point inspection. I called ahead to make sure I could walk in without an appointment, and I was told to come on down. I drove all the way from the opposite side of town for Joseph to tell me they couldn't take anymore people, they'd gotten slammed and wouldn't be able to get to my car before they closed. He apologized profusely and told me that if I was there at 8am the next morning, he'd have me out of there in 20 minutes. Fair enough.
I arrived the next morning at 7:50am... the doors were locked and the building was empty. I was standing at the door when Joseph rolled up at 8:03, casually walked up, unlocked the door, let me and the few other people who were waiting inside, and said he'd be right with us. He walked back out, and left us all standing there for 10 minutes before returning with coffee and a pastry from the Rebel gas station next door. It's almost 8:15 by the time he checks off my Groupon and takes my keys.
20 minutes later my car is ready, he hands me the keys and a copy of the invoice and I'm on my way. Halfway home I look up at the sticker on my windshield and notice it has my next oil change for 3000 miles from the current odometer reading, which strikes me as odd since synthetic oil changes are good for at least 7000 miles. I checked the invoice, and it only said "Oil Change." I called Royalty, asked Joseph what kind of oil they put in my car, and he says "Uh, it was conventional oil. You had the Groupon." I said "Yeah, my Groupon was for full synthetic with an inspection." He says "Oh really? I didn't even notice that... come back and we'll drain it and put the right oil in there." I now have to go back a third time.
I'm not able to get back to Royalty for another 3 days. When I finally make it back, Joseph tries to tell me that it was the mechanic's oversight about the wrong oil, contrary to what he said about not noticing the full synthetic part of the Groupon. I pointed out that there was no itemized read-out of the 36-point inspection that was also supposed to be included. Joseph says that's because "everything looked fine." When I asked why there wasn't a read-out, he tried to say that if everything in the inspection checked out, there wouldn't be one.
This is when I get upset, because that is bullshit. There's ALWAYS an itemized breakdown of the inspection and it usually shows what needs maintenance with a red-yellow-green rated level of urgency, and it's NEVER all green. Even if it was, it would be provided for the customer. Mind you, I knew my tires were bald, and my check engine light was on due to an O2 sensor on the fritz. Joseph is lying to me. He made a mistake, and rather than do the respectable thing and take responsibility for it, he tried to pass the buck and lie his way out of it.
I call him on his lie, and tell him that I think that not only should he fix his initial mistake and perform the services specified in the Groupon, but I should get my $42 back as well for not only being inconvenienced 3 times, but for being lied to. Joseph says I'd have to call Groupon or the owner of Royalty to negotiate that, throws my keys down on the counter, and says I should take my business elsewhere. He then says I'm "just trying to get something for free," completely dismissing his own fault in the matter. I asked for the owner's contact info, and Joseph says "Now you're being irrational... that's not gonna happen." I stormed out of the building without my synthetic oil, without my 36-point inspection, and without my $42.
I called the other Royalty locations trying to track down the owner, and all I was able to do was leave messages with managers to be forwarded to the owner. I must've left about 7 messages over the course of 2 weeks and never heard a word from the owner, despite one time being told "he'll probably call you back right away since it's a customer service issue and he cares about that stuff."
Everything about the experience, from the scheduling, to the service itself, to the reconciling of the error, to the customer service follow up, was an abysmal failure. I was inconvenienced, lied to, and to top it all off was degradingly told I was "irrational" for being upset about it all. I can't speak for the business as a whole, but this location and this particular employee are piss-poor representations of the company. Needless to say I'll never use this business ever again, nor recommend this business to anyone, ever.
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