The only reason I am giving one star is because the actual service to my car was as expected. As for the customer service at this establishment, it leaves EVERYTHING to be desired! First and foremost, this facility continues to address me as Mark. This is absolutely not my name, it is Marla. Even though I have corrected them multiple times, I was still called Mark. My invoice says Mark and even as a final dig at me, the request for this survey said “Hi, Mark!” I know I filled out the incoming paperwork as Marla, not Mark. I’m sure if the paperwork was pulled they could clearly see that it is written “Marla”. But I’m sure all that was overlooked because the counter worker never addressed me; the person that happens to be the actual car owner! Leading to my next frustration. My husband was continually addressed during the whole visit, even after I addressed the counter person directly. (I am left only to assume the reason Mark was put into the invoice for my car was because they assumed that was my husband’s name, bad assumption.) I was dropping off my car for service to be completed the next day and already regretting leaving my car with them. My husband asked me to overlook the ignorance on the part of the counter person. Fast forward to the next day when I was called about my car. This is the first moment I realized my name was entered as Mark. The lady that called to give me an update asked for Mark, I said “no, this is Marla.” And the woman had the nerve to say “I am not sure I can talk to you.” I told her “yes you can, it’s MY car you are calling about!” This call only aggravated an already touchy issue. Surprisingly this saga doesn’t end here... but let’s suffice to say I will NEVER return to this establishment and I will NEVER recommend them either! Hopefully I’ve made it clear, I am not a satisfied customer at all! And the kicker to this since my name is STILL “Mark” in their system, I can’t wait to find out if my warranty will be honored! Sincerely...NOT Mark!
Marla, we are very sorry for the confusion and that it affected your experience with us. The appointment was made over the phone by your husband who identified himself as "Mark" to us, in which we were able to pull up his account with that name. If that is not his name then we were given incorrect information and we do apologize. It was never specified to us, when the initial appointment was set, which one of you the vehicle belonged to. We had been addressing your husband because the service was put under his account and we didn't know you wanted to create a separate account for yourself. If that had been discussed we would have happily done so. We apologize for the error we made and that there was some confusion, we were under the impression that it was your husband's car because he made the appointment under the account for "Mark". We can correct the issue in the system and be able to honor your warranty. If there is anything you need from us please feel free to reach out.
- Honest-1 Auto Care Spring Hill