After leaving Sun Devil angry, I receive a call from Mike (he is either the manager or general manager of the location) apologizing for the misunderstanding regarding my coupon. He admitted he should have asked more questions regarding the coupon I received and that he did not look up the full history of my vehicles until after I left. He offered to provide the oil change and maintenance check for free and at my earliest convenience.
Still a bit angry, I refrained from accepting at that moment. Mike said to call him if I decided to accept and he would fit me in the schedule. After thinking about it a couple days and reflecting on my own past retail/C2B experience, I decided that the one thing I always wanted was a chance to correct my mistake, so I called to schedule the oil change.
Upon driving up and walking in, I was welcomed by name and my vehicle was taken back immediately, services was complete and came with a list of recommended fixes.
Overall, this latter experience is one that I had come to expect from a Sun Devil Auto shop and is the reason that there are always a line of cars waiting to be serviced by the shop. While my history is still a little suspect, we are moving the right direction and I will most like return to this shop in the future because Customer Service Matters and Mike delivered on that.