Car Spa, Lube & Convenience Store of Farmers Branch

Reviews 3

CO

Courtney Hall

While my car was in line where the man who uses a brush to clean the front bumper and windshield of my car, dropped the wrong end of the brush on my windshield where it cracked the lower side where he was standing. It did make a pop sound but I didnt notice anything right away because there was soap all over my windshield, but it wasnt until after the wash was over and exited the lot when I noticed the crack then decide to immediately drive back to the CarSpa. Once I arrived I asked to speak to a manager. The manager was a hispanic male who was very rude and disrespectful, I started by explaining the situation stating that I just purchased my car days ago and I showed him the time on my receipt that showed I was just there, and if he could look into a situation where the man who was cleaning my windshield cracked it by dropping the wrong side of the brush on it. He immediately said, "No, that is a rock chip." I am very dissatisfied with the level of service that I received. He spoke to me like I was making the whole thing up. I asked to speak to the store manager, which he then arrived, I didnt get his name because he refused to give me his business card. But he told me that he would make a copy of my receipt and call my on Wednesday because he would be off until then. Despite all of this, I asked if he could go speak with both the windshield salesman who ask each person about their windshield since I was there to prove that this crack was not there. The store manager declined and said he would not. I ask if he could go speak to the gentleman who uses the brush that actually broke my windshield, he also refused. He just said I will call you after I return to work on Wednesday from a holiday break. The way this staff treated me is absolutely unacceptable! Why couldnt he look into right then? My time is very valuable and I disapprove getting treated like dirt. I am in upper management myself for a rental car agency, and the way this was handled is not right. Your store manager handled this so poorly, it is now Wednesday and I did not receive any calls. So 1. the store manager did not give me a business after I asked for one to follow up with him with. 2. He refused to interview anyone about the condition of my car before my vehicle was damaged by your personnel. 3. He failed to follow through with what he told me he was going to do. I just bought this car, its a 2015 Dodge Charger and I want my windshield replaced. I have multiple time stamped pictures to prove this crack was not there before the visit. I want to also be contacted by the district manager of the area because someone neededs to have a talk with the two managers on duty at this CarSpa, their attitude is directed like they have absolute power over their customers. Have they forgot the customer is the reason my you stay in business? I have been using your services for years and I have never been treated this way. Like I am some theif or liar. I will be leaving this complaint via multiple channels to insure that I speak with someone in upper management. Thanks

A

Anonymous User

My experience at this car spa was exceptionally good. On 8/20/2011 I was doing an oil change on my own car prior to going out of town and had run into some trouble removing the special sized oil filter. I had called into this location as it is near my house and asked if they would be able to assist me with loosening the oil filter. The representative who I spoke to over the phone was friendly and polite. She informed me that I could come in and get it loosened without any charge. When I arrived, I pulled up to the “Oil Change” area awaiting further assistance. A representative named Angel came up to my vehicle to offer me further assistance. I informed him that I simply needed to loosen the oil filter on my vehicle and he confirmed that I was in the correct spot to wait. He then asked me about repairing a glass chip on my windshield that I had gotten on another road trip in the past. I had been planning on returning to get the rock chip repair service as I did not have sufficient money to pay for the service at the time. Angel offered me a great discount that I could not pass up. So as I awaited my turn in the oil change line Angel proceeded to repair the rock chip on my windshield. Once I got to the garage area I was asked to exit my vehicle so that the oil filter could be loosened. After a few minutes of waiting inside in the waiting area, Angel came up to me to let me know that the oil filter had been completely removed and replaced with a brand new one free of charge as the original one had broken in the removal process. I had actually bent the oil filter myself in my own attempts at removing it prior to arriving to Car Spa so I knew it probably took some doing to remove it. He then told me that they would run my car through the car wash free of charge (they offer free car washes with rock chip repairs). This completely made my day as I had experienced a great deal of frustration with driving back and forth to several auto parts stores trying to find a tool that would work for removing the stuck oil filter. Fussing with the oil filter had set my departure time back some as I still had to wash the car after changing the oil but with one visit to Car Spa I got a cheap price on the rock chip repair, I got a free new oil filter replaced and my car had been washed free as well putting me back on my scheduled departure time. Thank you Angel for your exceptional customer service and thank you Car Spa for your assistance.

JO

Johnny Russell

First of all I love Car Spa, but this store needs some serious work. Especially on their customer service. The service advisor in the lube center is running nothing more than a bait and switch operation. As if thats not bad enough, when he was called out in front of a manager to confirm the deal previously arranged, he lied to my face denying any discounts he had agreed to. Then, after asking for a manager to help remedy the situation, I was confronted by several employees all of which just wanting to argue with me over what they thought the price should be. which was different 3 times. Especially the so called "lube manager". I have never heard anyone argue and talk to a customer in such a way ever in my life. I was appalled at his behavior and that of the cashier who could apparently not refrain from laughing at a customer with a problem caused by one of their own employees! Clearly none of these individuals know anything about customer service. In my opinion the two managers on duty are the most to blame for instead of putting a stop to the madness, they both just walked off to let the arguing continue and had to chase them down to get the matter resolved. Now lets talk about quality of service. All the windows on the outside were not wiped down so I had to do it myself at a gas station near by, then I had to get out and re-attach the antenna myself. They left greasy tire dressing all over the wheels. It was clear that no one was going to take responsibility for any of these issues. With such poor management I am not at all surprised they would hire employees just as bad. I recommend driving the extra miles to the Plano location if you are looking to get any services from this company.

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