Got a 2 HOUR oil change yesterday. When I called to make the first appt. the gal on the phone told me it would take an hour since its the first appointment. When I got there they told me an hour and a half. When I returned at an hour half they told me my car was on the rack and it would be another half hour wait. Instead of apologizing, the older gentleman made a snide remark, saying ,"Oh, everybody wants a 20 minute oil change." And when I told him I've been waiting 90 minutes he says, "oh. Has it been an hour and a half already?" Seriously??!!! I am a returning customer since my first visit went so well, but now I will have to find someone else to change my oil.
Aloha and "Thank You... Very Much!" for your feedback. I/we sincerely apologize for missing our promised time. We understand and know that our customers' time is their most valuable asset. Being the first appointment (as long as no unexpected problems arise), the oil change should have been completed in the hour promised. We normally, even with the appointment, recommend quoting 1 to 1 1/2 hours since we pull the tires and check the brakes, test the battery and perform AAA Hawaii's 38 point inspection that is designed to help prevent break downs. These processes take time (most oil changes will not check the brakes, and very, very few do the AAA 38 point inspection.) All that said, the hour was doable and if it was quoted, that promise needed to be fulfilled. If the promise time is missed, a sincere apology and our Completion Time Promise would apply, which discounts the customers invoice by $2 for every 5 minutes we miss our promised time (with a $35 max which is where we would offer our customer a free day's rental car). So, for the hour we kept your car over the target time, we'll refund you $24 (almost 1/2 off the oil change). Please send me/us your invoice number so I can pull your paperwork and we can process the refund. I can be reached at [email protected] We will also send you a gift card for the next oil change to be no charge. "Thank You...Very Much!" for allowing us to serve you. Sincerely, Scott D Williams President PS - are you aware of the awesome oil we use? G-Oil; it's 100% synthetic and 100% earth friendly biodegradable. It also offers an extended interval of 6 months or 7500 miles, so for most vehicles, that's a twice a year service. Yes, the oil changes we do take a little longer than the fast lubes, but they save you time over all, use a superior full synthetic G-Oil, help prevent breakdowns and reduce your impact on the environment. Currently, no one else offers this service in Hawaii. And, we sell the Full Synthetic oil change at $49.99 where most shops would charge close to $90 (and up, without the extended interval!)
- Pearlridge, HI