I have been a loyal customer of Mathis Tire for almost 10 years. I experienced the absolute worst customer service that I have ever encountered on today August 27, 2016. I took my car to the Park Avenue location Memphis, Tennessee at about 1:30p.m for a simple wheel alignment. I purchased the lifetime alignment package a while ago so I periodically get my tires aligned no big deal, it usually takes about 20-30 minutes. This time I was told it would be about an hour an a half. I said okay and went across the street to do some shopping to pass the time. I came back about two hours later and found that my car was in the same spot, it had never been moved. I spoke to the salesman Joshua and reminded him of the timeframe that I was quoted.
I was told that my car was next and that there was only one alignment machine. I was a little perturbed but I said okay and I went back across the street to shop another 40 minutes. I came back and my car still had not moved. I asked Frank why was my car still not finished. They gave me the same story that my car was next and they had only one alignment machine. Now it's about 4:15pm. I have waited since 1:30p.m. I expressed to Frank how inconvenient and inconsiderate they had been of my time. I had an engagement to attend and I was unable to make the event on time. I asked for a complimentary oil change for my inconvenience. I was told no they could not do that. I could not believe the pure lack of concern or consideration for my time or the long term relationship that I had with this company.
About 4:30pm Frank comes over and ask did I still want my alignment. I looked at him and asked was he seriously asking me that seeing that I had been there since 1:30pm. waiting on this infamous alignment to be completed. When my car was finally finished Joshua told me that my total was $103.95. I told him he must be mistaken because I have the lifetime alignment package. He had forgotten already that he discussed this with me upon my initial arrival while he was so diligently trying to sell me the lifetime oil change and balance package. If he had been as diligent about getting my car serviced, I would have never encountered this issue.
The most disturbing and hilarious part was they would have actually charged me the full price when I waited literally 4 hours for this alignment. I will never take my car to this establishment again and I will make sure to tell anyone I know that they provide the absolute worst customer service this side of the Mississippi. The salesman and the management team suck at this location. There needs to be some serious customer service and time management training provided so that this incompetent location doesn't bring the whole Mathis name to Squat!
Product or Service Mentioned: Mathis Tire Car Repair.
Reason of review: Poor customer service.
Preferred solution: I want my next two oil changes to be free .