This is the second time that I was given poor customer service. Upon returning home, my husband also indicated that the last time he was there, he got the same treatment. Upon talking to my neighbor, he also indicated that Academy is a poor choice.
Karen, I again want to aplogize for your vehicle not being done on time. I spoke with Brian and stessed the importance of following through with any customer when he promises to have the vehicle done by a certain time. Your time is important and I know that. Sometimes unforseen things can happen in the shop that we get behind on. I'm not sure where the break down happened in completing your vehicle on time other than we dropped the ball and for that I am truly sorry. If there is anything I can do please feel free to call me.
Service was courteous and prompt. I would recommend this location for their excellent service.
Thank you for speaking with me yesterday. After speaking with your service advisor I again just wanted to apologize for the misunderstanding. He did not realize that there was confusion on what he explained about the vehicle. Like I explained in our conversation yesterday when you have a drain plug that is hard to turn you never know what the condition will be because you can't see it until the drain plug is out & sometimes it is too late. We always want the customer to be informed of the possibilities if we continue with removing it. That way if the worst case scenario is the result we are all prepared for it. The last thing we want to do is remove it and a drain plug will not go back in & the vehicle is inoperable. It does happen if it is bad enough. If you will please review your quote for the oil pan there is a note on there explaining. The quote was not meaning that you must replace the oil pan but to inform you of the worst case scenario. If you do not still have the quote the note on it read as " Oil drain plug turned a few times & seized up, technician stopped to inform customer. This may only be the drain plug or it may be the oil pan. Customer opted to deal with another day. Part will have to be ordered. "
continued... I was glad to hear that only
I am not sure why this is cutting this up so bad. Kind of frustrating. As I was saying I am glad to hear that only the drain plug needed replacement. I again apologize for any confusion created on our part and would like to honor your free oil change for your next change to earn your trust and buisness. We strive to provide fair & honest service to every customer and want you to feel the same. If you have any questions/concerns please feel free to call me anytime.