Appointed made in week in advance - check.
Detailed description of services requested and timetable for return of vehicle agreed upon made during appointment - check
Reassurance given by GM there would not be delays in service as previous 2 appointments had occurred - check
What actually happened you ask?
I arrived 20 mins early for scheduled appointment.
I was called 7 hours later saying that employees had gotten dirty during a pressure test which required them to go home to shower, and that they wouldn’t be able to get to my vehicle until first thing in the morning.
I expressed concern for the health of said employees and agreed to first thing the next morning as my service should take less than 1 hour as long as my vehicle would be secured inside overnight. GM agreed.
Next day, 6 hours after scheduled store opening hours, I called to inquire on the status and was told again they hadn’t even looked at my vehicle. I cancelled my scheduled service and stated I’d be there in 1 hour to pick up my vehicle.
When I arrived 55 minutes later they had never placed my vehicle inside overnight as agreed to, couldn’t initially find the key fob, had no idea where the vehicle was located, made no apology attempt, became angry extremely at my questioning their complete ineptitude, exchanged in an aggressive heated verbal exchange with me in front of other customers, male employee (owner I believe) tried to use body to force me out of the office when I asked if this location was a franchise or corporately operated (franchise btw if there was ever a doubt).
Needless to say I, my wife, or our businesses will never use Meineke again. I have to wait until the morning to file complaints with Meineke corporate.
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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Detailed description of services requested and timetable for return of vehicle agreed upon made during appointment - check
Reassurance given by GM there would not be delays in service as previous 2 appointments had occurred - check
What actually happened you ask?
I arrived 20 mins early for scheduled appointment.
I was called 7 hours later saying that employees had gotten dirty during a pressure test which required them to go home to shower, and that they wouldn’t be able to get to my vehicle until first thing in the morning.
I expressed concern for the health of said employees and agreed to first thing the next morning as my service should take less than 1 hour as long as my vehicle would be secured inside overnight. GM agreed.
Next day, 6 hours after scheduled store opening hours, I called to inquire on the status and was told again they hadn’t even looked at my vehicle. I cancelled my scheduled service and stated I’d be there in 1 hour to pick up my vehicle.
When I arrived 55 minutes later they had never placed my vehicle inside overnight as agreed to, couldn’t initially find the key fob, had no idea where the vehicle was located, made no apology attempt, became angry extremely at my questioning their complete ineptitude, exchanged in an aggressive heated verbal exchange with me in front of other customers, male employee (owner I believe) tried to use body to force me out of the office when I asked if this location was a franchise or corporately operated (franchise btw if there was ever a doubt).
Needless to say I, my wife, or our businesses will never use Meineke again. I have to wait until the morning to file complaints with Meineke corporate.