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  • I asked to be shown my airfilter prior to changing it (to ensure it's condition), the Assist. Manager agreed. After about 15 minutes my car was moved out of the bay and I was prompted to review the bill to take care of the charges. I was a little bummed my request to see the air filter wasn't remembered and asked to see the filter they changed out. My conversation in negotiating the services made me suspect of their business practices on this day. The Assist. Manager pulled out the engine air filter from the trash. I've changed out serveral myself in the past and have seen dirty filters. I've had other services recommend not changing out the air filter at times because it wasn't needed. What the Assist. Manager didn't know, I had changed out the airfilter about 5000 miles prior. This time, the filter didn't need to be changed. With my van outside of the bay, I asked them to put my used filter back in and wasn't going to pay for the new one they installed. He obliged but felt like I was being manipulated. I've experienced good service and know what it looks like, being in a service industry myself. People will forget what you tell them and show them. In the service industry as competive as it is, customers remember 100% how you make them feel. I didn't feel like a valued customer. I felt like they wanted to upsell me and they were doing what was best for their numbers, rather than what was best for me, the customer. It may have been just a rough day for them but unfortunately, it has colored my view of their shop. If they are willing to do this for a $25 filter, what else would they compromise on my vehicle. I will drive a little further and pay a little more, for a service organization that values my needs.
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