Complaints

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer for many years Have pre-paid for oil changes on multiple cars When we called and made an appointment for service we were told they had 9:15 AM available on May 12th We told employees at time of booking and when I brought the car in that I would be waiting for our car Shortly after my arrival a couple of execs? Arrived and a company meeting started within earshot of me in the waiting area It appeared that all employees were in this meeting and all work had been suspended I heard all about the company plans for profit sharing including how important customer service was to **** I also heard about the individual who was a fabulous roller skater, the employee they hired who showed up with ******** tattoos including the occasional F bomb dropped After about *************************************************************************************************************************************** their customer service area I asked for my keys back and stated that they were apparently too busy to work on my car and that I would seek service somewhere else I find it extremely ironic that management while conducting a meeting where customer service in an important component, while completely ignoring a long time customer to the point of loosing that customer forever This is mind boggling to me that a returning customer would be completely disrespected to the degree I was

  

  Business response

  05/18/2023

  Dear *********************************,

  We have been informed by the Better Business Bureau of your disappointing experience at our facility on May 12th. We deeply regret the incident and extend our apologies for falling short of providing the high-quality service that you, as a long-standing customer, deserve.

  At Joes Car & Truck Repair we believe in celebrating our employees achievements, and giving all team members directions, updates and what to expect from in the upcoming week.   This is a tradition that we have had as a company for many years and will continue to have in the years to come.

  Your time is valuable, and we regret that you do not feel like it was properly addressed during your visit.  You were according to what was witnessed  at Joes Car and Truck Repair for only a few minutes before you left, and we understand why. 

  The content of the conversations that you overheard is also concerning. The language and references to offensive symbols are completely unacceptable, but we believe that the context of which you may have heard was not what was actually said. Please be assured that we take this part of your complaint very seriously.

  As you rightly pointed out, customer service is indeed of utmost importance to **, and we regret that we did not live up to your expectations during your recent visit. To address the inconvenience you experienced, we would like to offer you a refund of the oil change for your car and assure you of prioritized and efficient service during any future visit. :et ** know how you prefer we process a refund for the prepaid services balance of $38.33.

  We understand the gravity of the situation and the impact it has had on your faith in our services. Our goal is to learn from this experience and take corrective measures to regain your trust.
  Once again, we deeply apologize for the experience you had and are grateful for your feedback, which will undoubtedly help ** improve our services.

  Best Regards,

  The Joe's Car And truck Repair Team

  Customer response

  06/07/2023

   
  Complaint: 20052125
  
  I am rejecting this response because:
  
  I have been advised by personnel at Joes that I have pre paid oil changes on two cars I would like refunded 

  I would request refunds on both vehicles which I was told was some $33 on one car and $50 some on the other

  
  Sincerely,
  
  *********************************

  

  Business response

  06/09/2023

  As stated in the prior communication. ***'s Car & Truck Repair owes the Customer $38.33. We advised prior for Customer to contact us and/or advise to receive their refund. We will go ahead and process the refund and mail it to the Customer at the address on file. If there is a remaining question on the refund method, amounts, etc. Please feel to contact ***'s Car & Truck Repair at ************. This is what we have on file for the Customer's vehicle.

  Thanks,

  ***'s Car & Truck Repair Team
  

  Customer response

  06/12/2023

   
  Complaint: 20052125
  
  I am rejecting this response because:

  As directed in **** recent communication to the BBB, I have called repeatedly to **** and been told on numerous occasions that someone (***) would return my call

  No one has ever bothered to call me back 

  Also i would request a refund on my pre-paid oil change on our 96 Mazda Miata which we no longer own

  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩