In 35 years of driving, before today, I can honest...

In 35 years of driving, before today, I can honestly say that this location has provided the best customer service that I have ever received. The staff are extremely professional and everything is done to perform high quality service with integrity and to make the experience as pleasant as possible.

Today marks a major departure from that high quality. I scheduled a 9:00 appointment online and dropped off the car on time. I was told that a simple oil change would take between 2 and 2 1/2 hours. I was assured though, that they should be able to do it a bit faster than that. After waiting 2 hours and 15 minutes, I went to get an update. It took 10 minutes to find the person who had the paper work. At that point, I was told that they had not even started and that I was next. When I asked to get some clarification from the manager Art Whatley, he just made excuses rather than transmitting confidence which had always been my experience previously. He said two people had called in sick. I inquired as to why they would offer appointments that they could not handle. He answered, "It's not an appointment, it's a drop off time." This has not been my experience for the past five years. It is a strange and disappointing departure from the highest quality automotive service that I have ever experienced.

I asked to speak to Art's manager, feeling completely stonewalled. In short, Jerry Bush didn't know why the service was subpar and didn't seem to care. He just offered me a car so as to send me home. He could not let me know when my car would be ready nor how I could be assured that today's disappointing service would be different in the future. He just kept repeating, "I've told you. I don't know what is going on out there." He didn't seem in the least bit interested in resolving the issue. He only insisted in getting me home without a firm timeline.

He added, "I see why Art didn't want to help you."

I am saddened to see a place that has always been leaps and bounds above any other location adopt an attitude of apathy. It does not bode well for this location. With the recession and extenuating uncertainties, I am surprised that Jerry would be so cavalier about allowing a drop in customer service as well as expressing a complete lack of interest as to why the clientele is not valued as it previously has been.

I would strongly encourage Sterling McCall to step up their game and preserve their strong reputation before allowing a slow decline to undermine a shining star here in Houston.