An hour and ten minutes after my scheduled appointment time for an oil change, I found my car sitting in the back lot still waiting on service. I've been told a couple times by the service advisors a car sitting for up to an hour and a half awaiting service is acceptable to them. Not for me considering I'm sitting there waiting on my vehicle. It takes this long because they are taking all the walk-ins ahead of you for extra business. They seem to think I should be happy waiting on them. This is not a one time experience. It happens every time I go to them for an oil change. Twice I've tested my theory about walk-ins. I've gone in without an appointment and was in and out in less than half the time. The people that were there with oil change appointments were there when I walked in and were still waiting when I was finished and walking out. My average wait time has been 3 hours.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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