Went in for an oil change, left with a big rip in my driver seat & then they tried to blame me for it. No "I'm sorry that happened" or anything remotely close. Instead I got the stare down Mr. Mean Face from Eric, who thought he was being intimidating, yet he just looked crazy & unprofessional (I thought that was hilarious). Nothing in his voice or demeanor showed that he cared about the situation at all. He insisted I just "noticed this now" & this did not happen on their watch, even though I told him I was 1000% sure this was not there before dropping it off. I noticed it immediately after opening my car door. Saw it before I even sat down, but yet I just noticed this somehow...... While this is all happening, I have Kyle (or Kevin) sitting their with a blank face, staring at the ripped seat, listening to Eric be extremely unprofessional & not saying a word about it. I've been coming here for a long time now... this will be my last time coming. Oil changes were getting more expensive every single time I came in anyway. Time to go somewhere else. I do understand mistakes can happen, & I can see how they thought this maybe happened prior, but when I customer tells you they are 1000% sure this was not there & you are trying to tell them it was & blaming them, while being extremely unprofessional about it.. yeah you've lost my business. Couldn't believe how yall handled this situation. Grown men mind you.
For context, below you will find a link to the tear Mr. Howard is referring to. We take any claim of vehicle damage seriously, which is why we thoroughly reviewed this situation. After inspecting the tear and taking into account any and all possibilities, we found no evidence that it occurred during your visit. The damage appears consistent with a stitching material failure or wear-related tear rather than something that would result from a routine oil change service. While we understand your frustration in discovering the tear, we respectfully disagree with the accusation that it occurred while your vehicle was in our care and feel an apology for the tear is not merited. We also reject the characterization of our staff. Our team remained professional throughout the conversation, even when faced with a baseless accusation. For many years, we have worked hard to earn the trust of our customers by treating their vehicles with care and standing behind our work when we are responsible for an issue. Our many reviews speak clearly about our standerds and ability to take responsibility for any issues. In this case, after reviewing the facts, we do not believe our shop caused the damage being claimed. We wish you the best and thank you for your past business. https://photos.app.goo.gl/1Ummh4AE1MSpXASCA
- Auto-Spec Round Rock