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| - I had the most terrible experience at this facility on Saturday. I made an appt for 10am. Winston checked me in and asked when I would need it back. I saw the waiting area full of people so I said it was no rush and he asked if 5 was ok. I agreed. I frequently do this even with appts just to give people waiting the priority.
At 5:15 I called to see if my car was ready. I was told it was. A few minutes later I got a call back that it was "another Mazda" that was ready and they would call me when it was done. At 5:30 they called to give me a run down of all that was fine with the car and told me I need new tires. I opted to wait on those and Winston advised the car would be done shortly and I could head on down. I showed up and noticed my car was sitting in the bay with the hood open. Shawn asked if he could help me and I told him I was there to pick up but the car doesn't look like it was ready yet.
As I was waiting, a young woman asked about the status of her car. Evidently from the phone call she had just taken, she came to pick up her car and was to be headed home as her husband had to leave for work. She was very polite and said she didn't mean to be a pain but her husband couldn't leave as she wasn't home to be with the kids. She said she was told it was done when she came down but showed up and "it was another Mazda" that was completed....same story I got. This was after about a half hour of waiting with no one even walking over to my car, so I spoke up and said I got the same exact story. Shawn asked when we dropped our cars off...her appt was at 9am and she dropped off at 8am. I dropped off at 10am. And here it was after 6pm. Shawn got Winston (he had been elsewhere the time I was there) and asked what was going on. It was clear he was new and/or not authorized or in the know about what was going on but was very kindly trying to help. Shawn told Winston about us waiting since 10am and Winston shot back, "They haven't been WAITING HERE that long..." Not the point, Shawn was making but the gal said that she was told it was done. Winston turned to her and said, "Yeah and I called you and said it was a mistake and it would be done at 6." She politely said, "No, you told me it would be done at 5." He gave a half-hearted "whatever" reply and said he'd be helping her shortly. He then called up another customer who was waiting to go through a very detailed explanation of what was wrong with his car, leaving the gal hanging. Shawn asked him what he was going to do to help us - that the techs were waiting on instructions from him, something about an alignment (which neither one of us was getting) and Winston got very snippy, saying he could only help one person at a time, then went back to explaining to the guy. It was clear he was not used to this kind of service. After he took his time with that (and the gal got another call from her husband explaining he was late, taking the time to drop off their kids and would be yelling at the manager because they told her it would be done), he went out to the garage.
It was still another 20 minutes before she and I both left at the same time. I felt awful for her with her small kids there, an upset husband and being blown off. We were both extremely polite because what can you do, but this was an incredibly awful experience. Not to mention, I never received a "sorry about that" or anything - just some semi-condescending remarks that he'll get us out of there soon, they're finishing up (as my hood was still up) and more time to check us out.
Shawn really wanted to help us so this isn't a reflection on him. Winston was really was out of his element. It sounds like he was overbooked, couldn't handle the workload and over promised and under delivered. I couldn't believe how he spoke with another employee in front of customers and how he blew off two customers who were waiting since the morning for their vehicles to be done. I thought I was being kind in saying I didn't need it immediately but from now on, I'll be making sure I get my car back ASAP. Thankfully I didn't have anywhere I needed to be, but this was just very poor customer service. The previous managers there have always been polite and helpful but I'm not sure I'll be back to deal with Winston.
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