After the initial first encounter of the gentleman not being able to locate my name in the system, and later my car being driven off by a staff member with no prior notification, the owner rescued the day by coming out to have a conversation to explain their way of doing business. In addition, he explain why the staff member drove off in my car, which I thought should have been explained to me upon accepting my keys.
Even after it took longer than expected, I was content after chatting with the owner. Big surprise: Upon leaving, it was apparent that the staff member who drove my vehicle tinkered with the vehicle leveling system. This happened when someone who doesn't know what they're doing simple move things and forget to move them back. As a result of the tinkering, my vehicle gave me prompt notice that I could not exceed a certain speed, which was dangerous--seeing as though I had just pulled out onto a major road. Nevertheless, I had to come to a complete stop, change the leveling system and get to my next appointment. This incident could have been disastrous.
In the future, I would request a Land Rover certified mechanic that is licensed to work on Land Rovers--not a beginner and certainly not the same mechanic. The service I requested was simple. I haven't checked under the hood to see if the oil cap was put back on, but here's hoping. I will give Winkler another try--Only if we can agree on services performed.
I want to start off by saying thank you for trying us out last week. Personally, it was a pleasure meeting you, and a pleasure sharing with you our shop's philosophy.
However, I want to sincerely apologize for the bad service experience you had with us. We certainly endeavor to always pleasantly surprise our customers, not the other way around, so I took your feedback to heart. We conducted an internal review of your experience with us, and added a few items to our processes, as well as conducted a refresher of some items that had been overlooked. I can assure you that we have also worked on Land Rovers previously, and the customer experience in each case was stellar. I am as I said personally disappointed by the quality of your experience with us, especially for a first time. I thank you in advance for being willing to give us another chance in the future.