I took the truck, because the A/C was not working, I am an older lady, and I don’t know anything about cars, I asked the attendant to please run all the necessary test to identify the problem with my A/C and they told me ( and charge me) that they would run the DELUXE A/C check. They said that the problem was a faulty hose. I told them to fix the problems. I paid and I took the truck home. As soon as I drove of, I notice that the air was blowing cold in the front, but the back of the truck remained REALLY HOT. I took it back to the shop, and after days there, they called me to tell me that they didn’t know what the problem was and that I needed to take the vehicle to the manufacturer dealer. I asked what had happened, that the vents in the back were working when I had brought it in, and that even when they ran the diagnostic they hadn’t found any problems with the vents, but they just started to act REALLY rude, and started harassing me for asking questions.
I asked to talk to the manager, but he was never available to speak to me. I escalated the situation to the service area director Mr. Christopher Roach and after we called him several times, he answered saying that he was on a meeting and that he couldn’t help me at that moment and he hang up on me.
I spoke with Lea Kelly, the store manager, but her demeanor couldn’t be any ruder. She would roll her eyes every time I tried to explain my situation. I felt so frustrated; no one seems to be willing to help. I called the 1800 number and when I explained the situation, the customer service lady (Kayla Thomas) told me that the system was down and that if I wanted to do anything I needed to call back at a later time. I wanted to speak to her supervisor, but I was told that Mr. Martin Thomas was unavailable to me. I felt even worse, but since she didn’t mention anything about the system being down but until I mention the complaint, then I called right after she hang up. Once I reached another customer service rep, he took the complaint and gave me a reference number: 149-405.
It made me wonder if all the rep wanted was to get me off the line. The company supposly has a 100% satisfaction guarantee or they offer a refund. I demand that they honor their guarantee and refund me my money, or fix my AC.