Firestone MasterCare, Valley Mall, Hagerstown, MD - poor service experience

Firestone MasterCare, Valley Mall, Hagerstown, MD - poor service experience

Firestone MasterCare

Firestone MasterCare Service located at the Valley Mall in Hagerstown, MD. My wife scheduled an appointment for an oil change for her Jeep Cherokee for 5:30 PM February 9, 2004. She arrived a few minutes early and checked in with the Service Representative at the front desk. He relayed to her that things are moving right along and her vehicle would be next for service. Approximately fifteen minutes later the vehicle remained unmoved. She noticed that all (that's correct, ALL) of the service technicians were either sitting in what appeared to be an employee lounge or congregated in a group at the far end of the service bay. No vehicles were being worked on. She inquired as to why her Jeep wasn't being attended to. The same Service Rep she initially spoke with said work would begin in about five minutes. Another twenty minutes pass with no change.

She again queried the Rep as to the hold up. There was now quite a group of angry customers. He informed my wife that they are having some employee problems and that management would be taking care of the problem in the near future and to be patient and the car would be done soon. Of course, this was unacceptable. The reason she called for an appointment was that she has limited time and needed it done within the time that was agreed to. She asked for her keys back and informed the Rep that she would find someone else a little more motivated to do the job. He hesitated giving her the keys but acquiesced and offered a free oil change coupon as compensation. She laughed and replied if you can't even motivate these people to begin a job, the quality of their actual work would be suspect. Odds are that no oil would be put in the crankcase or the filter seal would leak, etc. The car would be damaged and Firestone would take no responsibility. Firestone in Hagerstown, MD.

Anthony P

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