Very disappointed in customer service today
I have been a customer of VA Tire and Auto in South Riding since they have opened. I have recommended then numerous times. I went in last week for an oil change and they seemed overwhelmed. When I picked up my car, they recommended that I replace my engine air filter. However, they did not notice my inspection was 3 months overdue. (In all fairness, neither did I.) I took the car back in this morning at 8:30 to get the inspection and replace the air filter. They told me it would not be ready until 11:00, so I asked if the the shuttle could give me a ride. I was told that it was out, but they would let me know when it arrived. After 2.5 hours of waiting without a shuttle, I asked if my car would be ready soon as it was now a few minutes before 11 and my car head not yet gone into the garage. They assured me it would only be 20 minutes and offered no explanation on the shuttle. By the time, I had someone coming to pick me up. I left the shop at 11:20, which was the second time they quoted me for the service to be complete. At that time, the car was still waiting to go into the garage. At 1:00 I had still not received a call to let me know the car was finished, but I had decided I would take it regardless. I arrived at the shop and saw it parked outside. When I asked for it, the cashier had said that he just called (confirmed that I did have a message) and explained that they had to customer order the air filter. I have 3 recommendations that would have gotten them 5 starts instead of 2:
1) Get better about estimating times. They seem overwhelmed, so I suspect they're overrunning what they can get done and underestimating how long it will take.
2) If someone needs a shuttle, make sure that the shuttle is running and let the waiting customers know when it arrived and is leaving.
3) If you are going to miss the estimated completion time by that much, give me a courtesy call to explain you have to order the part and give me a new estimate.
At this point, I don't know that I will go back. They are conveniently located, but one more experience like this and they will lose me as a customer.