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| - My biggest issue with Griffin Brothers - how they handle appointments. I live within walking distance, so my usual routine was to make an appointment, drop my car off, walk home and wait until they were done. When I first started doing this, I had no issues. If my appointment was for 2pm, my car was done by 3:30pm. But then something changed.
Multiple times I'd make an appointment for 1pm, and by 4pm hadn't heard back. When I called they would say "it's just now being brought to the back." Some days, this wasn't an issue, but on days when I had to work at 5, it became problematic. I began telling them to put a note on the work order "must be done by this time" - and I ALWAYS allowed for 3+ hours (for a simple oil change) and yet, they still couldn't get it done on time.
The most recent occasion I made the appointment for noon. Brought it in at 11:45 and said, "I need it done by 4, I have to be at work at 4:30". I was assured "not a problem". 3:45 came and still hadn't heard back, so I called to see what was going on. The guy on the phone said "what time are you coming back, 5?" .... I explained that I had said 4pm, not only on the phone when I made the appointment, but when I was handing over my keys. When he went in the back to try to locate my car he found out that my work order wasn't even in the "to do" pile. They literally forgot my car. He did apologize and told me to pick a day and time and my car would be serviced for free. OK, that's great, except I was already way overdue for my oil change and couldn't make it again for days (my job requires some serious driving).
When I went back to pick up my car he said, "Sorry, we just got a lot of wait orders ahead of you and we had to do them first."
So........ what's the point of making an appointment? If you go to the dentist and have an appointment for 2pm and a random person wanders in off the street hoping to get an appointment, they will not be seen first. The person with the appointment is seen first. Every other shop I've been to has honored appointments first, walk-ins second. Not here. Nope, here they honor people that wander in.
Did they give me a free oil change the next week? Yes. Did they forget to put on the service sticker so I'd know when to come back? Yes. Did they have an abrasive, almost flippant attitude when I came back? Yes. Am I coming back? No.
Another example of poor service- I had my car brought in because the battery was dead. It took them almost 5 hours to call me back to tell me "it's the battery". Yes.... I know. When I asked when it would be done, the man said, "Oh, did you want it back today?" ........ Really? Are you joking? Nope, I figured you could just keep it forever! It took them over 24 hours to get my car back to me, the ONLY thing they had to do was replace the battery.
I think they would be a lot better and complete more quality service if they turned people away when they had too many orders. Their motto seems to be "quantity over quality".
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