On Wednesday, December 21, I brought my car back in, to receive the repairs that I already paid for. I arrived at 7:30 and met with Sam Mull. He was shockingly rude from our first contact. He told me that he did not know anything about my car. He said that Katie had told him somebody would be coming, but did not give him any details. When I told him that Katie had not done the repairs I paid for, he cut me off and said that Katie was not a technician, so it was not her responsibility to make repairs. The entire time I was trying to explain what had happened, Sam continually interrupted me and contradicted me. When he finally agreed to make the repairs, he told me that the technicians would not arrive until 8:00. He could not explain why Katie told me 7:30, and he clearly did not care. I was concerned, because I was having a dental procedure at 9:15, so I asked if Katie’s estimate of 30 minutes was accurate. Sam responded, “If that’s what Katie said.” Shortly before 9:00, I returned to Sam. Again, I received rude treatment and an appalling attitude. He went to check on the car, and then he told me it was not done. He suggested that if I needed to go, I should just take the car, without getting the repairs I already paid for. Because the dentist was located on less than a mile away, I decided to walk and return later. I returned to Sam after 10:00 AM. He then told me that they did not have the part. If they didn’t have the part, why didn’t Sam tell me that any time between 7:30 and 9:00? Sam suggested that the technicians had been trying to put a driver’s side door handle on the passenger side. I doubt that ANY mechanic would be that unskilled, but I can’t say whether it is true or not. Sam told me that I would have to take my car and come back another day. When I got my car back, there was no longer any passenger side door handle at all.

Before leaving, I told Sam, “There used to be people here who cared about the way the customer was treated.” His response was that I should talk to the Manager (apparently, caring about how a customer is treated is not Sam’s job). I went to the manager’s office, but it was unoccupied. I phoned and left a voice message. I phoned again two hours later and left another voice message. Perhaps LAcarGuy does not think it is important to have customer relations every working day. I went to the website and used the Chat function. Initially I was told that there was no email. When I pointed out that even the smallest business has email, I finally was given the email address for the customer service manager.

I have been coming to your business for almost 14 years now. I have all my service done there, on both of my cars (both of which were purchased at your dealership). My question is, why should I ever come back? Why should I ever trust you to work on one of my cars again? Why should I purchase another car there? There are plenty of other service centers and dealerships that care about treating their customers the right way. In fact, even if they didn’t care about the customers, they would at least be professional, because anyone should know that if you treat a customer badly, he will not return.

wow….cool cool cool car……love it…. i want Audi A7…..

Thank you again,
Lyn Fisher
Manhattan Beach

We really needed someone to come in, make a stand and help us out in this desperate time of need. Your monetary donations are fabulous, appreciated and are going to make a difference. To have your infectious enthusiasm and inspiration along with it is just priceless and such a joy to be a part of.

Sincerely,
Karen Alas
Outgoing PTA President, McKinley Elementary