I’m extremely disappointed with my experience and the complete lack of professionalism and follow-up from this location.
A few days prior to my visit, I went online, entered my vehicle information (2021 VW Jetta), and was quoted a price of $122.99 for a wheel alignment. Based on that information, I scheduled my appointment.
Upon arriving and checking in, I was informed that the price would be well over $200 simply because my car is a Volkswagen. I explained that I had already entered my vehicle information online and was quoted $122.99. The staff initially refused to honor that price. To confirm, I repeated the process on my phone, received the same quote again, and showed it to the representative.
After going back and forth, I stated that I no longer wished to proceed and wanted to leave. At that point, I was told that the alignment had already been performed. However, shortly after, I overheard another employee say, “You know maybe we shouldn’t do his alignment,” which directly contradicted what I had just been told. That alone raised serious concerns. I again asked for my vehicle back, and only then was I told they would honor the original $122.99 price.
About 10 minutes later, I was charged the $122.99. The technician then came out and told me he “couldn’t really align the car” due to what was “probably” a bad front control arm, and that he “did what he could.”
This raises several serious concerns:
• Why was I charged for an alignment that apparently could not properly be performed?
• Shouldn’t a technician inspect for worn or damaged suspension components before proceeding with an alignment?
• If a front control arm was potentially bad, why was I not informed before any work was done?
• How was a four-wheel alignment supposedly completed in approximately 30 minutes, which is significantly less time than expected?
• Why was I told the alignment had already been completed, only to hear an employee suggest that it shouldn’t be done?
• Why couldn’t the technician clearly explain the issue instead of saying “probably” a bad control arm?
The entire experience was confusing, inconsistent, and unprofessional. I could understand being charged a diagnostic or inspection fee for time spent, but being charged for a full alignment that the technician himself admitted could not be properly completed is unacceptable. To make matters worse, I was told I would need to pay for another full alignment after replacing the control arm.
What’s even more frustrating is the complete lack of follow-up. I was told multiple times that the store manager would be reaching out to address this situation. That never happened. I was then assured that the area/regional manager would contact me—again, nothing. It has now been weeks of me calling and trying to get a response, and I have been completely ignored. I’ve provided my information numerous times (invoice number, name, tel number and address at their customer service website to have a call returned to address the problem and nothing) Don’t fall for these “I’m so sorry to hear responses on here as they are generic and out of touch responses. No one calls back.
At this point, it’s not just about the service—it’s about the lack of accountability and basic customer care. Promising follow-up and failing to deliver repeatedly is unacceptable.
I would not recommend this location based on both the service I received and how they handle customer concerns. I will continue going up the ladder and not stop until someone is held responsible.
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