I made an appointment to take my car in to your Service Center for Saturday, August 9, 2008. I arrived at 6:45am and waited for the complex to open at 7:00am. I got checked in by a guy named Victor. The manager on the floor was a guy named Kevin Cowart. I took the car in for an oil & filter change and wanted my A/C recharged. I was asked if I was going to wait for the car. I told Victor to call me on my cell phone when it was ready.
I left the place assuming the car would be taken in immediately since I called for a 7:00am appointment. After not receiving any calls, I called the Service Center at 9:30am and talked to Kevin. He told me that they were just taking the car in to be looked at. This was two and one half hours after I dropped the car off. I asked why they waited so long since I had a 7:00am appointment. I was told by Kevin that all cars had to be checked in before they actually were looked at. GIVE ME A BREAK! I tried to keep my cool and continued to wait.
I then decided to go back to Landmark at 11:00am and just wait for the car. I asked Kevin what the status of the car was, and he told me they were working on it. I proceeded to walk out to the rear parking lot and saw that my car was parked in the lot, not in the shop. I know it was my car because I checked the license plate. I then ask Kevin why my car was in the parking lot if it was being worked on. He had not clue to what was happening to my car. He told me it must be ready. I then when to the cashis cage and asked for my car. There was not ticket or invoice ready. I was told to ask Kevin, who knew NOTHING about my car, about the status. I cant believe your business has people working there that are so incompetent. And these people do this for a living? This was totally unacceptable. I was then told that the car was sitting in the parking lot because they were letting the engine to see if there were any leaks. This was around 12:00pm.
I waited until almost 12:30pm before being told, by Kevin, that my car was finally ready and waiting for me in the parking lot. WRONG!! It gets good, now. After paying my bill, I told the cashier that that after bringing my car there for the past year, I would never bring my car back there again. I said it loud enough so the service manager on duty, David Jordan, could hear. The cashier even looked in his direction to get a reaction. There was none. I was approached by no one. I walked out to the parking lot only to find my car was nowhere to be found. I then walked back into the drop-off area to find that my car was parked there. While getting in my car, I noticed a work order sitting on the passengers seat, with a key. I couldnt believe that MY car was actually taken and put back into line to be serviced for something else WITH THE INCORRECT WORK ORDER!! THEY PUT THE WRONG VEHICLE IN LINE FOR SERVICE!
Bottom line, your service SUCKS! Your employees have no clue. Apparently management has no clue. I received no apology, not even from Kevin. The only person that apologized was Victor. To me, that was not his place. Victor is aware that my car was put back in the drop-off line. It took your people 5.5 hours to work on my car for an oil & filter change and A/C recharge. UNBELIEVABLE!!! For as long as I had to wait, I shouldnt have been charged for your staffs incompetence. If I am ever asked about your Service Center, I will certainly have a lot to say.
Oh, I did receive a call at home from Mike Crouch. I was at work at the time. I returned the call that same day and left a voicemail. I have yet to receive a callback. Well, at least you guys are consistent.