Customer service was good. Unfortunately, I was disappointed when I came in for an inspection, only to have you checking my air filter and oil which did not have to been done for an inspection. When I agreed to have the air filter changed, no one told me it was going to have to be ordered as I sat and waited for an hour. This was both discouraging and disheartening, give my previous good experiences with Northgate.
You should always inform the customer of what your doing, and why?
Hey Ms. Mclean,
I apologize for your long wait. We do strive to get you in and out as quick as possible and when the service takes that long we understand the great inconvenience it can cause so I apologize for that.
In terms of checking the oil and air filter, these are standard practices for our techs as we complete a courtesy check over of every vehicle that enters the shop so we can provide our customers of a summary of items that need attention or may need attention in the near future. While we do provide a summary of the check over, we do not pressure you for the service but instead just like bringing these things to your attention. I apologize that it was not clear that the air filter was not needed to pass the inspection itself. We will make sure that is clearly communicated going forward.
As always we greatly appreciate your business and hope to be able to serve you again in the future.