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| - I've been a regular customer at Sun Devil Auto for 3 years; spent around $3,000 there in that time because the customer service was always good, the guys always stood by their work, and you can go to any location for warranty work. That all changed in the last 72 hours and its likely to result in legal action. If you want the gist of this before reading it all, the manager of this store called my employer and said I "threatened" him because I left a negative Google review about his behavior. Yes, you read that right...this guy attempt to "tell on me" as if my employer is my mother and father; and was hoping I'd be fired or something. Of course my workplace was just as confused and dumbfounded as I was that a grown man in a position of manager at a corporate franchise took this unprecedented, bizarre action. Read on for the entire incident.
I went in to have my brakes looked at due to a grinding noise. They are warrantied via Sun Devil Auto. As always the guys got my van in quickly (even though they were busy), tinkered a bit, and sent me on my way. This is the customer service I've grown accustomed to. I noticed my passenger-side door handle was broken later that day. The only person who had exited it was the mechanic when I was driving the van to demonstrate the noise. I called, let them know about the issue, and the same guy I'd talked to earlier in the day said bring it back in and we'll look at it. I went back in and he, again, tinkered with it and told me it would take a while to fix; and told me to bring it back Friday. Today I brought it back in and Dave (Hyland I believe is his last name), the manager, came out of the building as the tech was looking at the handle and accused me of trying to scam them. I recorded the entire conversation and posted part of it on my blog. He said "you can't just come back days later and say we broke your door handle and demand we fix it." He said the van is old and we're not liable for it.
When I informed him I brought it back the same day and they would have fixed it that day had I not had other obligations he said he would have fired the technician(s) if they fixed it for free. Again this is all on tape and published online. There was no way to have a conversation with this guy after he accused me of trying to scam them out of a $15 part despite records of me spending $3,000 there in 3 years. I even had an appointment to get my 36,000 mile transmission service done tomorrow (another $150-$200, but obviously I will not be doing that now. This Dave character does not fit the company culture of Sun Devil that I've grown to know over three years: empathetic, good listeners, good workers; explain things you don't understand, stand behind their work, etc. They may be a bit overpriced, but they always stand by their work, of course except this situation. It was just a humiliating experience all together and this guy should not be a manager for any Sun Devil location. Dave does not fit the high-level customer service of the overall culture.
My plan was to simply let this whole situation go after the weekend and fix the door myself. Customer relations wrote me personally on Facebook and said they would follow up on Monday (today). But apparently they did not have a chance to do so. The Sun Devil Auto manager referenced above (Hyland) called my workplace and told them I tried to "fight" him and "threatened" him. He saw the company logo on my the shirt I was wearing and wanted to do anything to retaliate for the negative online review. His goal was to get me fired, take down the review I left on Google, and/or apologize to him; none of which happened nor will happen. I've never heard of a store manager from a company harass and threaten a customer at their workplace because of an online review; and I actually believe this could be unprecedented. Therefore the next steps are 1) exploration of legal action and 2) potentially filing a police report.
To all future Sun Devil customers: make sure if you had a bad experience and share it with the public online that you are prepared for this manager to harass you, threaten you and retaliate further by calling or showing up at your workplace, home or anywhere else in your personal lives. This has now turned into a scary situation as this guy is obviously unstable, but it will be handled accordingly. I doubt their customer relations department will even do anything about this now. Its become a criminal and civil matter now when a simple acknowledgment and apology would have been fine.
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