As a Hospital Administrator, I am constantly educating my staff about proper Customer Service. Let me tell you, the staff of the O'Reilly Auto Parts Store in Mandarin, have their Customer Services skills perfected. I have never had more people willing to help me at one time as I did this morning. My husband is deployed, I have three children and I am a working mom. You can say I'm a little stressed sometimes. On my way to daycare this morning, a tire weight decided to lodge itself into my tire. My tire deflated quite fast. I called a neighbor who came and put my spare on. I thanked him and he left. As I pulled back onto the main road (I swear, I have the worst luck), my spare tire came off the rim. Now, I had a flat tire and a flat spare. As I drove 10 mph, on a rim, down a busy road in rush hour morning traffic, I was almost in tears and was clueless as to what to do. I pulled into the first place I could, which just so happened to be O'Reilly Auto Parts. I walked in the door, desperate. Within a minute of being there, their customer service skills had calmed me down, reassured me that it would all be ok and even had me laughing. Unfortunately, my tire was not an easy fix. They did everything they absolutely could, but considering they don't have the necessary tools for that kind of job, it was completely understandable. I had to take it somewhere else, but O'Reilly Auto Parts allowed me to leave my car in their parking lot for a couple of hours. When I came back, they even took the flat spare off for me and put the patched tire back on. I am so very thankful that I pulled into their parking lot this morning. When people go out of their way, as they did, it can make a huge difference in the direction of someone's day. I try to tell my employees that all the time. Charlie, you were a life saver! I am so grateful for your kind words, generosity and willingness to help me this morning. The other two employees, I didn't get their names, were great as well. You three went above and beyond what I would have ever expected when I first walked through those doors this morning. All I can say is Thank You!!!! Thank You!!! Thank You!!!
This is a GEM that I am thankful I found. I just moved to Jacksonville and my car (BMW) was giving me some grief on the ride from DC. I tend towards smaller businesses when it comes to my mechanic as dealers gouge you in prices and tend to be a bit (not all but many) condescending to the female population. I went on a search for good BMW repair shops in Jacksonville - and there are few reviewers in the area so I relied on google reviews. Of course, everyone said stay clear of the two dealerships in town. I came across Carroll Autowerks and, due to location, made an appointment. I arrived 30 minutes before it opened as they agreed to give me a ride to work (not a standard practice but I think they felt for me as I know NO one in Jacksonville). I received a call at 12 stating the car's issues, the ETA for parts, and the price. We moved forward. To their credit - everything went as I was told. The part arrived at 4:30 and the car was ready by 5:30 (with a nice wash and vacuum - worth every penny!). The price was SOOOO reasonable I almost fell out of my chair. Scott mentioned another opportunity (to avoid costly repairs later) and the approximate price which they will be attending to on Tuesday. Definitely recommend for any BMW driver. Scott has many years working on BMWs and he made a great first impression on me.
My husband called Pep Boys for me yesterday after I got to work and found my tire had split open. He told me I had an appt at 2:00 and gave me the price of the new tire. I got there about 1:45....my appointment was not in the computer and price we were quoted was for the wrong size tire and person who made this error was on lunch and could not vouch for anything I was saying. This was little upsetting because we have done a lot of business with them on all three of our cars over the last two years. Well, of course the size tire I actually needed was MUCH more and they told me I needed an alignment! Needless to say I was ticked off, not prepared to pay this much and trying to hurry and get back to work because I was on my lunch break!!! I was ready to leave HOWEVER, the customer service manager, Ms Jackie, would not let me leave without trying to correct the problem or at least make sure I was a little calmer before I left. After speaking with her for several minutes she took total responsibility for her employee's mistake and was able to get the price down to something I could afford but I was most impressed with how nice and calm she was throughout the entire process! She even called me back today to make sure everything was ok! We will definitely continue to do business with them and refer our friends! :-)