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| - Just had a horrible experience here. We came in 14 minutes before close. My wife and I were asking each other if we were supposed to talk to someone or just sign in. Although there were several people on staff within earshot, nobody acknowledged us. We signed in and sat down.
After about twenty minutes of waiting, we were told that we had arrived too late and they would not do our screenings. I went to speak to the woman at the counter, Yvette, and she was incredibly rude. Just about every sentence she said she was assigning blame to either us or someone else.
She said that they had a sign up explaining their policy (which is true, although it's right next to a sign with bigger letters saying they're open until 11). She told us several times that we "just need to come in earlier." I tried explaining that we had been fasting for our screening and we had come in with our son and that the proper time to tell us they wouldn't do the screening is before we had been waiting for twenty minutes. I asked her for her name and instead of answering straight away she tried to get me to speak to someone else - another way for her to avoid accepting any responsibility whatsoever for the situation. I asked if there was anything she could do, and she said she couldn't because they couldn't go into overtime.
The thing is, other solutions would have made the situation better. I understand that there are procedures and policies that need to be followed and I don't expect anyone to cancel their plans for the day to give my wife and I a screening. There's an old saying in customer service - tell me what you can do, not what you can't do.
In this situation, if you can't give the screening, maybe set me up with an appointment so I can get it done later. If that's not possible, maybe talk with me about what hours your location is open and when the best time would be to come in. Maybe there's another location with shorter lines or something.
Even if none of that is possible for some reason, a simple apology would have made a world of difference. Not an "I'm sorry you didn't read our signs" apology, but an actual sincere apology and a statement that isn't assigning blame on someone else.
Normally after an experience like the one I just had, I'd never go back to the establishment. However, I need to get my screening done at Sonora Quest in order to get reimbursed. Yay. I'll see you next week I guess.
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