We have 5 vehicles that we service at Randy Marion. 3 were purchased there. Generally we do not bring them in for service on Saturday but the last two times we had no choice. Both times we were told the vehicle would be returned the same day. Both times no one called to say the vehicles were ready for pick up. The first time I brought in our Mini Cooper for an oil change and a tail light out. I was told servicing the Mini would be no problem. In the middle of the day I called and was told they were having a problem with the tail light. Much later in the day I called and was told they were tracing a wiring issue.
I explained to the woman that all I expected was for the light bulb to be changed and I never authorized anything more. I told her had I known it was more involved I would have taken the car to the Mini dealer. She had such a bad attitude. We picked up the car and the next day there was a puddle of oil on the ground in the garage on the epoxy floor! I took the car to Hendrix Mini and they found a part that seals the oil plug bent. I paid for the oil to be drained and that plug to be replaced. My husband visited RM service with the bill from Hendrix and was basically told “we don’t service Mini”! So then why did they??

This past visit was for a 2008 Impala. They called to say it needed brakes and I would have the car back same day. I called at 4:20 and was abruptly told “service closed at 4”. The woman absolutely could have cared less. How do you tell a customer – the shop is closed and not open again until Monday. Seriously? I threatened to call on Monday to complain to Randy Marion Jr. and she put me on hold at which point I hung up. A little later the service manager called to apologise and said to come immediately to pick up the car.
Who ever that woman is; is the same person I spoke to when we had the problem with the Mini. Frankly she doesn’t belong speaking to customers. She has no personality or desire to be helpful. We own a business and completely understand that we do not live in a perfect world. Customer service is of the utmost importance and I would not have been at all upset by the situation if she gave a hoot.