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  • Terrible customer service. Long story short, I had to ask Troy, the sales rep, what services the $189 fee covered - I shouldn't have to ask for a detailed explanation - it should be provided. Troy said he'd call me in a little bit to give me an update on my car. I had to call him after over 6 hours with my vehicle to ask for an update on the oil change and brake inspection - he had no news. An hour later, he called me back with bad news - the tech broke the hood release latch - still no update on the oil change and brake inspection. By 4:30 (8 hours after I dropped my car off) I'm sitting in front of Troy who literally laughed as he told me that the broken part wouldn't be in for 9 days. I stared blankly at him while he chuckled, as if he found my inconvenience - caused by their mistake, comical. Oh, he also tried to suggest that it wasn't their fault. What a disrespectful, dishonest, unprofessional 'customer service' experience. I declined all of the recommended services and I will only be going to back to Frank's to let them repair the part that they broke. I will not be recommending this place to anyone. Even if they have the best prices in town and the best technicians in town, if Troy's behavior is an example of the way they do customer service - it is all wrong. To me, that outweighs absolutely anything and everything Frank's might do right.
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