I would never allow this facility to service my CLA250 again. I have no complaints in regards to the work they performed but I was extremely disappointed by the treatment I received from Ray the service adviser. I brought my car in to replace breaks and rotors. When I dropped off my vehicle, I mentioned my AAA discount only to be told to wait until after I pick up my vehicle, which I had no problem with. After picking up my vehicle, and left the facility, I noticed that my AAA discount was not applied. I contacted Ray and left a message asking if I can be credited for the discount that was never applied. After getting a call back, to my astonishment, Ray went on to blame me (the customer) for not mentioning it again at the time of pick-up and that there was nothing he could do to re-open the invoice. To his credit, he did offer to apply and double my discount at my next service visit. However, this did not provide me any comfort since I spent over $1300 and would prefer if my discount was applied to my most recent visit. To further add to this negative experience, Ray went on to question whether I had removed a "tag" from the key fob of the loaner vehicle that they had given me while my car was being serviced. I had not and had no clue what he was talking about. After realizing that our conversation was no longer going any where, Ray went on to hang up the phone on me. I was beyond shocked and disappointed on how I was treated. I will never bring my vehicle back to this establishment.
I'm sorry you feel this way Eldon. I have passed this concern and the details of our conversation to Jim (our Owner), and he will be in contact with you shortly. Regarding ending our phone conversation more promptly than I would have preferred, I agree this was less than professional and I do apologize. At the time, I didn't feel there was anything else I could have said to squelch your unwavering persistence. The telephone conversation we had spanned approximately 10 minutes and the subject matter never changed once. I gave you the only options I could have based on our policy, and still feel that these were more than adequate. After all, it is the responsibility of any coupon-holder or member of AAA to notify the service adviser / manager at the time of vehicle pick up that you are eligible for a discount, and to then produce the membership card or coupon at that time. We are here for our customers, and we are here because of our customers, so I am saddened that you will not be returning to us for future service due to your perceived poor treatment from myself. With this being said, I feel that I handled this situation in the most professional manner I could given the parameters. Regarding the special magnetic key ring, it was most definitely (I say this with 100% confidence) attached to the key when I loaned you our S500 as a service loaner for your visit. The key itself could not have been attached to the board for me to hand the key to you if it weren't. I apologize that we couldn't come to a mutual understanding but I do wish you the best in your future motoring. Sincerely, Rai Blanchette, Director of Operations.
- Autobon Inc