Hello, my name is Gabriela, I would like to share with you a bad experience I recently had at your location in Wilsonville.
Last Saturday I came in 20 minutes early to change my recalled airbag for my Mercedes-Benz. Upon arrival, I was greeted by Dante who confirmed my name was on the list and advised me to leave my keys in the car and check in with Darren James.
After greeting Darren, he searched for my name and said that I'm not in the system and my car could not be serviced that day. I showed him my emailed confirmation and questioned, "Why does Dante have me on today's Appointment List, yet I'm now being told that you can't find me in the system?" I explained to him that I planned this important task in advanced weeks ago and can't reschedule. He avoided answering my question and insisted they couldn't service my car today and offered to get me a rental.
I became frustrated and walked over to Dante to get some clear answers. While in the middle of my conversation with Dante in the lobby, Darren began yelling loudly to me, "Excuse me ma’am, excuse me, I'm talking to you." All the customers & employees stopped what they were doing and began looking at me. I felt so belittled and humiliated. I turned around and told Darren, "Don't yell at me, I am talking to someone right now." This got him to stop and allowed Dante to continue helping me. He directed me over to Amanda Watson who calmly took care of me and scheduled my service for 2:00 pm, which was my original appointment time. She apologized profusely for Darren's outburst and poor treatment and agreed that his unprofessional behavior towards me was offensive. I appreciated her being so efficient, professional and personable. She is a very valuable employee and a true asset to the company.
While sitting in The Waiting Room, I asked one of the employees if she could get the manager on duty to talk to me. A few minutes later I was greeted by Dave Richardson, General Sales Manager. I shook his hand and asked him, "Do you have a few minutes so I could talk to you about a bad experience I had today?" To my surprise, he replied, "No, not really, what's this about?" After telling him what happened and how disgraceful I was treated by Darren, he walked away and came back with a business card advising me to contact someone in upper management named Mike Rossi. He did not seem to care about my poor experience nor willing to make time to completely hear me out. Dave made me feel like an unimportant and dismissed customer he was more than willing to pass off to someone else to handle.
The Automotive Technician was thorough and did an excellent job. He also left notes informing me that I had an oil leak. I'm grateful to know this because my car is usually serviced by Firestone and this is something they obviously overlooked. I will not be going back to them ever again!
I am requesting that Darren James be held accountable and properly disciplined. This is unacceptable and should not be overlooked. If he did this to me, I have no doubt he is also doing it to others. You may not always hear about it because some costumers are uncomfortable with confrontation and some don't take the time out to file a complaint like I did.
The above was also emailed today at 9:15 am to Rob Temple, Mike R, Jeff Swickard & Alex Truax with my original appointment confirmation for 4-14-2018 at 2:00 pm.