My first time visiting. Their work is ok but customer service and employee communication is bad. I asked for a 100% synthetic oil change and the guy went on break and told his coworker synthetic blend instead so they have me the regular oil change. Their computer system was down— it happens, no problems— and told me they would email me the receipt. It’s been a week and I have yet to receive it yet I did receive a “review us” email.
Hello Mr Choi, Hello, Mr. Choi, I’m very sorry to hear that your first time experience wasn’t satisfactory. I see we did accommodate when you called us for a last minute oil change on Friday. Despite adequate protections, there was a very strong power surge Friday morning that affected many businesses in Gaithersburg. Unfortunately, our server's UPS didn't do so well, and our server was disabled. We were working all weekend to repair it and it was up and running by Monday. We had many receipts we had to email and send to our customers on Monday and I see that yours was sent that Monday afternoon as well. We aren’t open on the weekends so that was the earliest we could send it given the situation. As for the communication, a full synthetic oil change was recommended based on the type of vehicle you drive. It was our understanding you stated you do not drive the vehicle much and never use Full synthetic oil in your vehicle. You stated you do the rotation on your vehicle twice a year so using a lesser grade oil makes more sense since you change your oil twice a year and don’t reach the mileage of a full synthetic. Also the synthetic blend was circled with pen in front of you for the synthetic blend price. The “Review us” is automated after every service thus why it was sent so quickly. We always try and advise and give our customers a great experience and apologize the situation wasn’t what you expected. Unforeseen circumstances do happen that are out of our hands from time to time. If there are any concern we always strive to make it right. Thank you
- Winkler Automotive