Bernadette Washington sent a message to Erik Olsen that said:
Good morning Mr. Olsen,
I am reaching out to you with regards to a complaint on Tire Kingdom, 4195 Southside Blvd., Jacksonville, FL 32216. I went to this location Monday, April 29th, 2019 after work. I arrived around 5:30 pm to schedule an appointment for a tune up. The young man at the desk advised me he had an opening the following evening at the same time. On Tuesday, April 30th I arrived after sitting in bumper to bumper traffic for 30 minutes only to find that I could not get a tune up. The service manager Anthony came out from the back room asking me if I'm there to pick up the Camry? He didn't approach the counter and ask, what can I do to assist you? He just went for the bag that held the keys to the Camry. I advised him that I was there for my scheduled tune up appointment. He informed me that he did not have a mechanic there to perform the tune up and proceeded to tell me that he would need at least 3 hours for my vehicle to cool down. I asked if they look at the days schedule ahead of time to see what customers were coming in for which service and why did they not call me ahead of time to advise me that I would not be getting the tune up I scheduled and needed. Being upset and frustrated with the whole situation I asked to speak with the district manager, Anthony advised me that he would have the district manager call me and that he was not allowed to give out his number. I provided my number and left. On my way home Tire Kingdom called me, I answered thinking it would be the district manager, it turned out to be Anthony, he said he dialed the wrong number and said he was trying to call his district manager to give him my number. Once I arrived home, shortly thereafter, another call came in from Tire Kingdom. Once again thinking it was the district manager...it was Anthony again. I asked why the manager isn't calling me as I requested. He proceeded to tell me that the district manager told him to handle it. Anthony went on to tell me that he was trying to explain to me when I was at the shop till I had a fit! His words. I did not have a "FIT", I was frustrated with disappointment over the terrible customer service I was receiving. He then proceeded to tell me they could change the spark plugs but I would HAVE to have the gaskets replaced as well. Advising me that it would cost between $700.00- $800.00! ... for a tune up. Anthony told me that he would help me with the price and only charge me $550.00, but I couldn't talk to anyone else in the shop because they wouldn't know what he and I discussed.
I do not know of any place that would charge that price for a tune up! I do not know of any place that would tell me if I wanted them to perform a tune up on my vehicle I would HAVE to have gaskets replaced in order for them to do the tune up. I am truly disappointed with the entire situation and the service I received, not to mention having someone tell me I was having a "FIT" simply because the employees do not communicate with each other or check the days schedule to see what is set for that day and making sure the correct personnel are on the clock to help the customers.
Sincerely,
Bernadette Washington
