Ballantyne
My husband and I have been long customers of Woodies for years. We haven't been there in a good while thankfully, as her cars have been running well, but I am forced to make a public review due to the negative customer service experience we had. First, I will make mention that None of the current employees are who they used to be. Looks like they lost them. Not sure what's going on but clearly these new people that are brought on are not being trained and lack the most basic Customer Service skills. Our service advisor, Michael Holmes is new there. He never looked up at me once to say hello or greet me in anyway. We went there to pay a $3300 bill for completed repairs. $1600 of that fee was agreed to be paid by a local dealer from which we just purchased our vehicle. Michael said without checking with anyone, "oh, we don't accept phone payments." When we asked to speak to the manager, the manager explained otherwise. Michael then proceeded to follow the instructions of the manager and did so incorrectly. He sent over the wrong amount, and did not explicitly inform the dealer what forms of payment were accepted and caused more than two hours worth of delays, imagine, we have been sitting in the waiting room for more than 2 1/2 hours waiting to make a payment. Never kept us in the loop or came in to say some kind waiting words- Finally, like a typical inpatient Wife, I insisted that we make our portion of the payment while they continue to rectify the back-and-forth between the local dealer and the shop. Poor Michael Couldn't figure out how to use NAPA and the manager had to step in. Turns out the manager was no better than Michael - I stood in front of him and patiently waited as he answered the phones to schedule appointments for repairs and inspections, and gave simple consultation advice over the phone all while we stood in front of them waiting to be served. Overall, very rude! People who took the time to call in, got priority over the people who were standing in front of them. To make it worse - their Napa pay system was frozen. Looked like somebody got them locked out of the system by putting in an incorrect password and too many times. A circus! Another 35 min later - they do not accept American Express - which happened to be the only option of payment available from the local dealer - great! We spent almost an entire day at Woodies, trying to accommodate them. They did nothing to try to accommodate us except happily take our $3300. We ended finding a workaround 4 hours later but NEVER again! The only reason I gave the second star was because Woodies is always the better option than going to the dealers. Their mechanics are good, and the workmanship is reliable. But don't expect anything else!