I bought my Civic from Zimbrick four years ago and have taken it here for service ever since. Until today, I had excellent service and the rewards program is what kept me coming back for oil changes even though I paid more than I could have elsewhere.
Today I was a walk-in oil change/tire rotation. They were busy but assured me I could be out in 45 minutes. If they'd quoted me longer, I would have come back a different day, as I realize I didn't have an appointment.
I waited in the waiting room -- with my three month old baby -- for an hour and a half. Finally they came and got me, stating that my paperwork had been accidentally left on someone else's desk when someone went to lunch. The technician apologized but did not go over the inspection sheet with me like they normally do.
Then I got out to my car and it wasn't even washed! If I'm going to pay $45 for an oil change and tire rotation, I at least expect my courtesy wash, especially with these terrible salty winter roads.
I was late for my next commitment and my baby was hungry at this point. My vehicle is seven years old and I don't need to be taking it to a dealer for service anymore. This was the tipping point. I won't be coming back.