Edit: The appointment was under another name. I have a screenshot of the appointment confirmation I will send u and post here with my review if necessary. We indeed called when we arrived (which can also be proved with a simple screenshot including a time and date stamp) and were instructed to not only leave our key in the box outside the door but to also leave the registration there. The only way were able to get that instruction was by speaking to someone because the note on the door does not state anything about the registration. We then called, again, at 8:20 (which I will also provide a screenshot of) stating that our 8:00 appointment has already passed and were told that it will be another 10 minutes and at that time was not informed of a missing appointment. 20 minutes after that, when the front desk associate came to the door to speak with another customer, I mentioned again that the appointment was at 8:00 and it was 8:40 and we were wondering when the mechanic would begin. She simply stated he had another car to do before us and closed the door. 5 minutes later our keys were picked up and 25 minutes after that we paid and left. I will provide all of this information, as stated before. I must have been the one customer that they didn't care about because my experience was nothing like the others here. I made an appointment at 8:00 for an inspection. Had to sit outside and wait 45 minutes before they acknowledged that I even needed to be helped. The mechanic that finally came out to get my car decided he would help his friend first. It was the LONGEST inspection I've ever had because, as the garage door was lifted, I could see they were just standing around and talking. I asked if the car would be ready soon and the receptionist had an attitude telling me he had something to do before my car... How is that my problem?! An inspection normally takes 15-30min after 1hour I think asking for an eta when I have to go to work is not unreasonable. NEVER coming back here. The customer service is a strong ZERO
Ms. Brewer, We apologize that you were not satisfied with your experience this morning as we do strive to provide every customer with a five star experience. Regarding the concerns you mentioned, we did not have an appointment on our schedule for your service today so we did our best to work your vehicle in for inspection around the other appointments we had at 8am and, as you noted, completed your inspection after about an hour. Being there are multiple ways for customers to schedule appointments and in effort to identify any potential issues on our side with scheduling, we went back and checked our systems used for appointment requests and did not see an appointment request or confirmation under your name or the name that was provided when you brought your vehicle in this morning. Regarding the amount of time you were waiting without acknowledgment in our outdoor sitting area, due to our contactless policy that is in place, we have kept a sign on the front door, at the drop box, asking customers to call or text us to check in prior to dropping their keys in the box however; we did not receive any communication from you upon arrival so we were initially unaware of the discrepancy in appointment vs walk in. Regardless, we understand that this combination of events and miscommunication did make for an unpleasant experience for you today and would like the opportunity to earn your business back. Please feel free to reach out to us at [email protected] so that we may discuss further and work to earn your business back.
- Northgate Auto Service