Kaneohe, HI
from December 2012: Arrived for a safety check appointment that I had made 3-4 days prior (after walking in that day), but my name could not be found as having an appointment. Fortunately, the 'person' scheduled for my 3:00pm appointment did not arrive, so I was able to obtain the safety check anyway. I specifically requested the removal of the previous sticker, and very careful re-application of the new sticker, due to a trunk opening applique that was cut around the already applied safety check stickers. It was also notated as such on the invoice. The service was performed rather quickly, within approximately 20 minutes, finding out that the technician wanted to accomplish it before leaving for a late lunch. Upon inspecting the new sticker, it had been applied over the existing sticker, and did not even match the alignment, so it was crooked as well. I brought this to the attendants attention, and instead of waiting for the technicians return, opted to receive a phone call when he did, since I lived only a short distance away and returning would not be an issue. 2 hours later I did not receive a phone call, having to make it myself and spoke to the safety check technician Gerard. He stated that HE does not remove previous stickers since doing so, there is a high possibility of damaging the car's bumper, hence he just ignored the instructions. I asked to return, and if I could remove the old stickers myself, which he was ok with. Unfortunately, since he was leaving for the day, I had to wait to return the next morning (today). I have 2 issues with this service that I received. Although I was able to return and obtain a new sticker, applied correctly after I had removed the previous one, 1) all that needed to be done to avoid this situation was to ask me (as I was in the waiting room) if I wanted to remove the sticker myself since the technician did not want to take the chance of damaging my vehicle. That simple explanation would have sufficed. However, it is contradictory to my previous experiences where once they had me remove it, and another time, they did it themselves. As Gerard said, it varies by inspector. In any case, if instructions cant be followed, the customer should be notified immediately for options. The new stickers did not even adhere to the old ones, coming off easily in ONE piece when removed. 2) Upon returning for the replacement sticker, I have never felt like I was a burden or a customer that was begrudgingly serviced as I did today. I chose your establishment due to my long service history with you (at the Kaneohe branch) and opted to PAY for the safety check, when I could have obtained it for free at my Acura dealer, simply because of the service expected. I was greeted today uncomfortably, and Gerard was not particularly apologetic at his actions, causing me to return a 2nd time (and after NOT receiving the promised phone call regarding the situation). Nor did he say thank you or 'sorry' upon reapplying the new sticker. He simply walked away when done and went about his job as if there was no issue, even stating "I see it all the time" when I related the difficulty in removing the old sticker. If he is so experienced with these issues, I would definitely expect him to be more accommodating and at least be able to speak with customers addressing their concerns rather than blatantly disregarding their specific instructions. In addition he seemed to have a serious lack of customer service, not wanting to stay a bit late to resolve my problem the first day which HE created, after NOT calling as I had requested (when I DID call, it was apparently just before his shift ended), and not acknowledging the issue when I was forced to return the following day (fortunately I could return the next day!). Questionable service aside, I will need to greatly reevaluate whether or not I will return for any other service on my vehicles in the future.
Aloha C.H., "Thank You... Very Much!" for your feedback. I/we apologize for the disappointing experience and wasted time. We do recognize, that our customers time is their most valuable asset and we need to always be attentive to not waste their time! I am an inspector as well, I personally prefer not to remove the old stickers as well since, in some cases, we can get blamed for an old scratch or a new one caused by removing the sticker. And in other cases, the sticker will come off in pieces and you need to sit there a few minutes patiently pealing the little pieces off! But, I do agree, we should have notified you of our concern and ask if you would want to peal the sticker off. and I have noticed the new stickers do not stick as well as the older versions. Can you give me your invoice number? Please confirm it has the correct mailing address. Also, I apologize for not seeing the previous e-mail you referred to. Where was that one sent? Used this same response link? I will be discussing you visit with Gerard. He is normally very responsive and gives great customer service. You feedback will be valuable to help reinforce the importance of always remembering our customers times is extremely valuable and to always bring our "A" game every day, all day long. "TY...VM!" for your patience and allowing us to serve you. Sincerely, Scott D Williams President
- Kaneohe, HI