upon making my appointment I informed the person on the phone I would be dropping the car off the night before and using the drop box. My appointment was for 9 am, so my sons could have use of the car the rest of the day.
On appointment day I called at 12pm and spoke with Frank. I asked if I would get a call when my car was ready. I was told yes.
At 3 pm I still had not heard about my car. I called again. This time Frank asked me what car I was waiting for. I described my car and gave my name. After some checking it was discovered that my appointment had been recorded in the wrong place. This business apparently has two lists, one for cars that are dropped overnight and one for customers who are walking in and waiting for their cars to be done. When I didn't arrive at 9 am my appointment was cancelled. In the meantime my car was sitting in their lot the entire time. No one knew whose car it was, nor did they apparently care. The envelope with my key in it had been misplaced. During my 3 pm phone call it was found. I was told my install would take around 45 minutes and I would get a call.
At 4 pm after not getting a call, I drove there. I saw that my car was in the lot with the new tires installed. After making me wait all day, I would think someone would call me as soon as the car came off the lift.
While Frank was ringing up my install I made him aware what an inconvenience this had been for me. His reply was to provide me with the price of my install. I paid for my install, and asked him what would have happened to my car if they didn't figure out whose it was. He wasn't concerned. He said eventually someone would call, like I did.
Since I had paid for the install, Frank considered our business done. He asked me, ""what do you want?"" I replied, ""how about, I'm sorry?"" He responded, ""I'm sorry your key fell in the wrong place."" I responded that THAT was not what needed to be apologized for, and that there are plenty of places to get tires installed and I left.
I never heard an apology for my inconvenience until I asked for it and then I got a back-handed sarcastic apology. Frank did not take any responsibility on behalf of Quality Tire for the numerous errors that led to my inconvenience. This is not customer service in any form of which I am familiar. I am an independent contractor who only gets paid for my work, not my time. One son had a doctor appointment, another had a job interview, planned around the car being available. I rearranged my day to make sure they both could keep their obligations while I patiently, stupidly waited all day for a job that should have been complete by 10 am. I lost income today.
I'm sorry that I paid in full for the install without speaking to someone with more authority than Frank. A sincere apology would have been sufficient if he was capable, but now I wish I had insisted on a reduction of the bill.
Thank you for providing this forum where I can express my deep dissatisfaction
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