My (rather lengthy) letter to the corporate entities regarding my service (or disservice) experience on Tuesday....... (I sent an inquiry for the customer service address - so no real first name) Dear W. Peters; Im writing to tell you about my recent service experience at Neal Tire in Gibson City. I work adjacent to an automobile service department and have an idea what to expect as both a service provider and a customer. Ive been familiar with Neal Tire for years, they took care of my dads vehicles, and my mother lives near them and has depended on them for all her auto service since my dad died in 2010. They have been very good to her, even coming to the house to jump her car, which they did for her several times in a row. Id spoken to someone on the phone about this, thinking there may be a problem with her battery. At some point I switched cars with her and drove hers to Champaign to my companys Buick service department, where they discovered a problem with the way it had been installed. It was corrected, a call was placed from my advisor to Neal Tire, and Im assuming this is where the problem may have originated, as they seemed to have a problem with me from the outset on Tuesday afternoon. I have moved from Champaign to Gibson City to help care for my mother, so I set out for home early in Tuesdays storm hoping to avoid any problems. I ended up hitting an embedded road reflector that had been dislodged by a snowplow. I called a tow truck, from GC, tho I was closer to Mahomet, as I wanted to get myself and my car home. I called ahead to Neal Tire and let them know we would be coming. After arrival, it was all quite awkward as I had followed the tow driver into the back door, which is an apparent breach of the rules, and that was quickly pointed out to me. I went around to the front and was asked brusquely where is the car. I stated that I wasnt sure exactly where the tow driver had left it. Something was muttered at that point about my having not been allowed in the shop area, I apologized, gave him my keys and sat down. The guy who had been at the desk (no one had name tags or introduced themselves, this guy was short with dark hair) came out and said curtly The cheapest tire we have is $99.99. I had not indicated that I needed or wanted the cheapest tire, but ok. I asked, Is it comparable?. Its not Goodyear. I have Goodyears? The two I checked were. (Two?) Will it perform the same? Its a 65,000 mile tire, it will just have a different tread pattern. All this was delivered with such an air of annoyance, that I really wanted to just go somewhere, anywhere else, but my car was in the air, tireless, and we were in the middle of a snowstorm. Ok, put it on. Mom has always dealt with them and theyd send her a bill...she had given me the ok to put it on her account. I inquired about her account, and was told no, she did not have one. OK....I knew I could run home and get a credit card, but I asked, kind of half-jokingly, if theyd allow a check post-dated for Friday. I didnt really think they would, but felt compelled to at least ask before I went out on foot in the snowstorm. The guy I asked (taller with glasses) said, rather sharply, No, its bad business, AND, its against the law. OK. Sorry. I went home (half block) and grabbed a credit card and downed a quick beer, as I really wanted one after blowing a tire in a snowstorm with no place to pull over, being towed into town by the Duck Dynasty guy, and left in the company of the unfriendliest service people ever. When I returned, the first guy was just leaving. He said goodbye to everyone but walked right past me without eye contact or a word of acknowledgement. I paid for the service and sat down to wait for my keys. Tall guy with glasses came and told me there was a part hanging on the front of my car, did I want them to tear it off? My air dam has a cracked part that keeps it from staying hooked up correctly, my guys here at Worden Martin just fix it up with a zip tie from time to time and it holds just fine. I assumed thats all it was, and told them it would be fine to leave it. When they brought it around, I was stunned to see the entire air dam hanging down, most likely from the tow bar going in and out underneath. I cant drive around like that. Well you said to leave it. Well, I didnt know you meant it was like that. Well have to charge you. I have to pay for my zip ties. I cant just give zip ties away. Theyre not free. Well, you need to do something, I cant drive it like that. We didnt do it. I KNOW you didnt do it.....just tear it off. So they just tore it off. My mother is quite upset with me for being unhappy with my experience as she has depended on them to take care of her needs, and they have been good to her. I dont know who she will get to help her in the future (tho she hardly ever drives anymore) but I would assume that these people dont want any more of my business, nor that of my family, or friends. I didnt intend to write a novel describing my experience, but there was really no concise way to tell you exactly why I feel I have been treated very poorly at this location. Im sure you will share this letter with them, and theyll guffaw and dispute everything Ive said, and probably never help my mom out so personally in the future, but I dont care. I needed to let someone know why I will never be going back there, and will certainly never give them a recommendation. I hope you have stayed safe through all this winter weather. Ive not worried too much about my commute and the events of Tuesday werent really all that bad compared to others Ive seen (five car wreck on 74 just this morning). A few more weeks and it will all have passed. Thanks for your time. Sincerely, JoAnne Hutchcraft 215B S Sangamon Ave Gibson City, IL 60936
Posted on: Thu, 06 Feb 2014 18:21:21 +0000
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