Crown Kia Dealer Dublin, Ohio

Have you ever got late for oil-change appointment at auto service station? Have you ever waited almost two hours for simple oil change? While waiting in service station, have you ever seen a service man scream, yell, and threat a customer like a jerk? By the way, I learned later that this man was so-called service manager.

Here is my story of how badly I was treated by the service manager with verbal attack and threat, all resulted from my 15-minute late arrival, not to mention about waiting for almost TWO HOURS for simple oil change, without anybody telling me a reason of such long delay.

I made my appointment for oil change at 10am on Saturday, with Crown Kia Dealer in Dublin Ohio. I arrived 15 minutes late in hurry. Because I was late, I asked whether I should reschedule. But the service man simply ignored my question and drove my car off to service entrance. At that time, I saw no other car inside the service building. Thus, I thought that he was going to do oil change within a normal time frame.

While sitting in waiting room, I realized that my waiting was unusually getting long. I returned to the office several times, but I could find nobody in the office. While waiting for almost TWO HOURS, no employee came to tell me what was going on. At around 11:45am, I returned again to the office, and finally found the man sitting in the office, who checked me in.

I asked him why oil change took so long. He rudely blurted out ‘because you were late for 20 minutes.’ (I was 15 minutes late, not 20 minutes). He said that he would check me out after he took care of another customer. I returned to waiting room and kept waiting again. He did not come to waiting room to get me, and so I went back to the office. I said to him ‘if I arrived too late, why didn’t you tell that I should reschedule at the beginning.

He suddenly stood up and screamed at me ‘Don’t yell at me. You sit down.’ I was totally shocked and dumbfounded. My voice tends to have a natural pitch, and, of course, I was not happy about the way I was ignored for two hours. However, I did not mean to yell at him at that time. In reaction to his angry verbal attack, however, I yelled back at him ‘how could you treat a customer like this?’ ‘how could you take TWO HOURS for oil change, WITHOUT ANYBODY TELLING ME WHY?’ He kept blaming that my late arrival was the fault, and screaming repeatedly ‘Don’t yell at me, Sit down, I am going to call police,’ on and on.

In the midst of heated argument, I told that I wanted to talk with the manager, but he again shouted down on me ‘I am the manager.’ I asked again ‘I want to talk with your boss,’ but he refused by yelling, ‘My boss is not available now.’ At the end, I said, ‘I won’t come back again for another service.’ He yelled, ‘WE DON’T WANT YOU TO COME BACK.’

He never said a word ‘sorry.’ He scorned me like a child and verbally attacked as if I did something terribly wrong. I was amazed by how good he was at blaming and accusing the other party (me) about something he was entirely responsible for. He obviously tried to overpower me by yelling and threatening in attempt to escape from his own responsibility and mistakes.

I left his office in so much anger that I said ‘SOB.’ Now looking back, he was not worthwhile for me to put such words in my mouth. I wish I just walked away from this SICK man.

In summary, I would like to point out the following:

1. The manager said nothing about the problem due to my 15-minutes late arrival, when I asked whether I should reschedule.

2. For almost TWO HOURS of waiting, nobody came in and explained to me why the service was being delayed.

3. The manager entirely BLAMED on my late arrival for such long delay. He never said a word ‘sorry.’

4. Not only blaming, he also ACCUSED me of yelling, despite he started yelling first. He tried to achieve these by verbal attack and overpower over me.

5. Is the manager supposed to be a model to other employees under his supervision? I was more disturbed by the fact that he is in charge of customer service.

6. I felt that I was mistreated more badly by this man, perhaps because I am an Asian woman. I wonder whether he could treat a customer of majority race in such horrible way.

Thanks for reading.