Booking online and the local store…
Booking online and the local store disconnect is ridiculous. Talk about trusting you secured an appointment and find out you drove to the shop on 100 degree heat for nothing.
On Wednesday July 31st, I was searching for a lifetime wheel alignment plans locally and I saw Firestone had such an offer with a $20 coupon, not much but better than nothing. I scheduled the appointment and received an email regarding the appointment request for the date and time that I chose.
I headed to the shop the day of the appointment and met with the store manager and he asked how he can help, I told him I had an appointment for a Wheel Alignment and he looked surprised. He asked for my full name, then my phone number and after searching multiple areas he advised that my info is not listed. Then he mentioned, have you received a call to confirm your appointment? I told him what phone call? Was I supposed to get one? No, I have not but I have the email comfirmation with a reservation ID. He said NO, we dont have you in our system and they are booked.
Like any customer who wasn't expecting this on a boiling day and making time for the service, I asked the manager who can I call to address my complaint, he directed me to the corporate office. I got the number online and called them and got a hold of David, he checked the details and saw my booking info and of course nothing was done to get my service taken care of that day and I wasn't complaining about the hard working Gentlemen in the shop as they looked overwhelmed and I wasn't upset with them rather the way the failed communication between the site reservation "Corporate Responsibility" and the internal process that Failed Horribly.
So what was expected from the shop was to give me a call after getting the booking set and confirm whether they can do it or reschedule. I never recieved that call back so my booking was set in stone. Below is the wording from the email received after booking the appointment "
IMPORTANT MESSAGE:
If your requested appointment date becomes unavailable, we will contact you directly to discuss rescheduling to a time that’s convenient for you."
I never got that call... I am sure this isn't the first time and I am not the only customer who had to go through this failed internal communication. Change the wording stating if you do not get a call back within x amount of hours to confirm your appointment please contact us. Something to that effect... So David the claim processor decided to hang up on me as he probably he had enough of my suggestions, without getting a confirmation that my claim was submitted or an email to confirm that. So I called back, I guess David saw my number, after ringing a couple of times he disconnected my call. I called again and this time a lady answered and told her I was just submitting a claim and wanted to make sure my claim was submitted, she provided the claim number and I asked her what was the name again of the person helping me. She advised she can't give me the full name and only gave me his first name David. Now if that was true or not I don't know.
I get a call back today from the district manager Jerry and of course a person with a calm voice and agreeing with you and that it could have been a system glitch and can we get you rescheduled again. I advised let me check my schedule and will submit another online reservation and he said to let him know when I do so he can call the shop and confirm it with them. I appreciate the call but sometime when you are inconvenienced and it is not your fault a nice gesture of some sort would have been presented. He didn't seem to care. I got my appointment confirmed and that was how much he would help with. I could have done that with the nice store manager myself when he saw I was very disappointed.
Even David had mentioned when filling up the claim and before hanging up on me say, for the inconvenience we may work out a discount or something, but of course the district managet was to offer that and after coming back to the shop and process my order, there was NO such discount for the inconvenience.
I didn't want a special treatment, I wanted them to honor my initial appointment but neither the appointment was honored nor the token for the inconvenience was considered.
Hoping anyone who reads this and it is your first time getting your vehicle serviced at Firestone and you manage to book online. Follow up with a phone call to confirm, to avoid going through what I went through. It's not the end of the world but Firestone needs to get their internal process revisited or make sure they have enough staffing to take care of the customers. Thank you and good luck.
31 de julho de 2024
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