I will start by saying I am a local resident and business owner and have been taking my business fleet and personal vehicles to this location for the past nine years without a single incident. I bring my business back to this location mainly because of the manager Andy, who has provided excellent customer service time and again. That being said, today I have endured some of the worst customer service I've ever experienced from the assistant manager, Sarkis. I came in for a very small job to have some tires dismounted and new tires mounted on some newly refinished wheels. At some point during the process, the custom valve stem caps were either misplaced, or discarded by accident. The techs were kind enough to look for them but couldn't find them. I stopped by a few days later to see if they'd turned up, but they had not. Since these were custom caps, I asked the assistant manager, Sarkis, would they be willing to offer a store credit for new caps, and provided a receipt which came to $18.00. For some reason, Sarkis, the assistant mgr became agitated and irate with me and told me I was accusing his techs of stealing and that "if he were the store manager, he wouldn't offer me anything such as a store credit" and accused me of lying and that he could get the caps for half of what i paid for them! I told him that with that attitude he would probably never be manager. I must say that the actual store manager, Andy, was very professional in diffusing what could have been a volatile situation. As a business owner, I find Sarkis' demeanor completely unacceptable as I do not tolerate that behavior from my own employees. I'm not sure if he was having a bad day or not, but I suggest that management send this guy to some customer service training before he is allowed to interact with customers again in this fashion. I did not deserve to be spoken to in that manner by an employee, as I am a loyal, long time customer of this location, but this incident has tarnished my view of this establishment.
Our customer, Austin, was absolutely right to be upset with us. Our District Manager Tim Squires spoke with him to see if we could make the situation right. Austin accepted our refund of the oil change purchase price, as well as an apology call from Sarkis on November 7, and thanked us for addressing the situation.
Austin, I would like to thank you for bringing this matter to our attention, and I appreciate the opportunity to re-earn your business. Please stop in any time we can be of assistance. - Chris Mitsos, Vice President / Mountain View Tire