I initially had a great experience bringing my vehicle in for an oil change. The front desk representative was very helpful, kept me updated, and communicated well through the text messaging system and phone calls. She informed me of additional issues that needed attention, including the coolant flange and radiator hose, and I agreed to proceed with the recommended repairs. I appreciated her professionalism and communication throughout that initial visit. Unfortunately, my experience took a turn after picking up my vehicle on Thursday evening. By Friday morning, my coolant light had come on. On Saturday, after a four-hour round trip on the highway, my coolant temperature warning came on, my vehicle lost power, and I could barely drive 10–15 miles per hour. Thankfully, I was able to pull off the highway safely and get to a service station. I ultimately had to have my vehicle towed back to the shop after hours that same Saturday night. I immediately sent a text to the number I had been communicating with to notify the shop that my vehicle was there and that I would be coming in Monday. I dropped off the key around 9 a.m. Monday morning. Although I received an apology, I did not receive a follow-up call, so I called around 1:00–1:30 p.m. to check on the status. I was informed that the radiator hose had come loose and had been repaired, and that the manager was going to drive the vehicle to make sure everything was operating properly. My biggest disappointment was the lack of communication after that point. No one followed up to confirm the final results of the manager’s test drive or provide an update before sending me a text with the lockbox code and instructions for retrieving my key. Given the circumstances, I expected a more personal level of communication and accountability. I believe the manager should have contacted me directly to acknowledge the inconvenience and stress this situation caused. After paying for repairs that were followed by a coolant warning, a loss of power, and an unexpected towing expense, I also feel that offering some form of goodwill gesture, such as a discount on future service, would have demonstrated a genuine commitment to customer satisfaction. I want to emphasize that the front desk representative was great during my initial visit. However, the follow-up experience did not meet the same standard. Vehicle issues can happen, but communication, accountability, and how a business handles the situation afterward make a significant difference. At this point, I am unsure whether I will return for future service. I hope management takes this feedback seriously and uses it as an opportunity to improve communication and customer care, especially when a customer experiences a problem immediately after repairs have been completed. * Update.. I have now had to bring my vehicle back for a third visit for what appears to be the same unresolved issue. This has caused a significant inconvenience. I understand that issues can arise, but after paying for repairs, I expect the vehicle to be properly inspected and the original concern addressed. I hope this third visit will finally resolve the issue, because this entire experience has been unnecessarily stressful, time-consuming, and inconvenient. ****Final Update**** Upon picking my vehicle up after coming off vacation, I was glad to hear that it had been checked throughly over the last few days and no reported issues. The company also went the extra mile and provided complimentary services due to the inconvenience. I really commend them for going the extra mile to make sure I was taken care of. I will return again. Special thank you to Chelsey as well for making sure everything was finalized and ready for pickup!!
