Performed work as described within the estimate. Provided detailed pictures of items described for maintenance as well as for consideration for future work. Customer service representative applied an online coupon to help reduce the cost. One negative observation was the manner in which, possibly the shop manager, spoke to the service manager who was waiting on me. The telephone rang and rather than answering it himself, yelled, "someone get the phone!" This took the service manager away from waiting on me to respond to a phone call of which the shop manager could have answered since he was sitting at his desk on the computer. Great customer service but very poor, unprofessional treatment on the part of the shop manager to the employees. Seems to reflect a possible hostile work environment.
Jim, we appreciate your concern and your honest review. Thank you for taking the time to address the areas where we can improve. We also appreciate that you took the time to mention things that we are doing well. We are a very close family here and we know that there is always room for us to learn and grow. We discussed your review as a team and we are using this as an opportunity to improve. We want to give everyone exceptional and professional service - even within our own team! We apologize that we were unable to deliver that type of experience for your first visit with us. Thank you for giving our Manager the chance to speak with you about your review and your experience. We hope that you will give us the opportunity to provide you with even better service in the future!
- Graham Auto Repair