My appt was made over the phone for a routine oil change and a follow up to an issue that was addressed at my last appt a couple of months ago. Loaner car was promised. When I arrived to drop off my car, Steve Thompson was very condescending informing me that there was no loaner that was promised, and there would be a $99 charge for the diagnostic. His words were, "this is not my car, not THEIR car (pointing at some other people), it is YOUR car and you need to pay for the diagnostic. I told him that we already knew what the issue was from the last appointment. At that point, I told him that I'll just get the oil change. He sent me over to Abby Washburn.
I explained to her the experience that I had just had with Steve. She promised to look into the issue with my car -- found that there was a task that was not fully completed at my last visit. She provided me with a loaner and got my car all fixed up (no $99 charge). I left a voice mail with her manager to let him know my appreciation for Abby; I have not heard back from him nor have I received any "Customer Survey" that I normally receive; hence, my review here.