Accessed their web site and saw that they were promoting a 'Get to know us' offer for 1st time users. It was a good offer so we decided to try it. Clicked on Scheduling and chose a 7:45 am appointment for Monday to get an oil change. Got an email that stated someone would call us or email us. Never received an email, nor got a call. Come Monday morning - tried calling to verify the appointment, but no one answered the phone. Decided to go there and arrived at 7:30 am (15 minutes before supposedly scheduled appointment). They looked for the appointment and didn't see any. That's when one of the service advisors asked - "When did you schedule the appointment". I stated ... Sunday evening. That's when he replied that scheduling doesn't work on the weekends. I was surprised and stated ... Well it seemed to have taken the appointment and generated a response email. He said no and that no entry would have been submitted. Well I went ahead and said I'd like to get an oil change anyway. They stated that it would take a while (I didn't realize the meaning of that statement) and offered a Lyft ride back to my house. That was at 7:45 am on Monday. I got a text message at 4:00 pm (almost 9 hours later), that my vehicle was ready. Now I understand that some things can take a while, even most of the day. I don't believe oil changes fit into a 9 hour category. It seems to me that since their scheduling app failed to make the appointment, that even though they were willing to take my vehicle in, they seemed to have put it at the end of the queue. The reason for the 3 stars is that all of the people were very nice and somewhat apologetic. What would have been nicer was to squeeze my vehicle in sooner rather than the end of the day based on a web design problem that their site has and was no fault of mine. Not a very good first impression.
Hi Michael, thank you for leaving your feedback and we are sorry to hear about your experience. After investigating, we found that your appointment was actually requested at our Kipling location in Wheat Ridge and our Chatfield store in Littleton tried their best to accommodate you. We apologize for any inconvenience this may have caused you. Regarding the scheduling app, it unfortunately does not work on weekends for the Chatfield location, but does work at Kipling. We completely understand your frustration and acknowledge that this is something we need to adjust. We aim to provide fast and efficient service to all of our customers, and we apologize for falling short in your case. We appreciate your kind words about our staff and their efforts to make things right for you. We hope to have the opportunity to provide better service in the future.
- Crestline