My new car has really cool looking seats. They are leather on the sides with checkerboard white material on the seats. So they look cool, but get dirty really easy. Especially if you teenage daughter takes the car regularly and loads it up with friends. Yes, I blame her mostly.
Tom, the good Samaritan, thought he would do me a favor and clean the seats. He actually made them worse. They went from having a few dribble stains to having two large blots that looked like someone had committed a murder and did a horrible job of cleaning it up. He blames Turtle Wax, I blame him.
My car had a recall on it. The recall was something to do with the brakes not working anymore once in a while. So I thought I should take it in to be fixed. I called the local VW shop and inquired if they also do detailing and could they clean the front seats and please don’t ask about the murder.
They told me they did indeed have a detail shop and could clean the seats for $50/hr. And could also complete my brake recall thing.
I dropped off the car on Tuesday morning and they said it would be completed by the afternoon. That afternoon they called and said it needed to stay overnight as they were having problems getting the stain out and it needed to stay overnight. I was all, “so this isn’t costing me a lot of money, right?” Nope.
So yes, as you might predict, my bill was not $50. It was $200. Horrors! Apparently they “extreme cleaned” the vehicle instead of just cleaning the seats as requested. I said that if the car was indeed “extreme cleaned” I guess I would be fine with the charge and they should be better in the future about quoting people things. So I paid the bill, begrudgingly.
I got in the car to drive away and noticed garbage in between the seats. I also noticed that my change (loonies and toonies) gone. I then took a closer look and noticed that they didn’t really “clean” the rest of the car, they just vacuumed it. So I went back in.
Kelsey, we got a problem. My car is actually not “extremely clean” and the cherry on top is they took my change. She came out to the car and had a look and agreed with me. Said she would talk to the service manager about it.
They ended up refunding me for the entire thing and offering to send me a check for the missing change. I couldn’t believe it. Of course I was prepared to pay for the clean seats, but they were so horrified that they took complete responsibility for what happened.
It’s amazing how that changed my view on this dealership. I was leaving the first time thinking I would never return to this place, and now I’m telling people about the great customer service I received. And it wasn’t just that I didn’t pay anything, it was how they made me feel about it all.
Now that’s customer service.