Gullo Ford of Conroe - The Woodlands - Service Center

called and set up an appointment for service later in the day, received the confirmation email from gabriel. i arrived and told there would be a 2-3 hour wait since i did not have an appointment, gabriel th day, received the confirmation email from gabriel. i arrived and told there would be a 2-3 hour wait since i did not have an appointment, gabriel the service adviser never got off his chair to speak to me, just had the service runner go back and forth to tell me i had to wait, there was no appointment for me. i pulled out and called for the service manager to see what happened, waited 25 minutes on the phone and decided to leave. on my way home the service manager called, after explaining what happened, we both agreed it was a big communication error on their part, more should have been done to research the appointment, Rick the service manager asked if i could return and get the service performed, i had to reschedule for the next weekend as it is a 30 minute drive one way and i was already home. made it to the appointment the next week and was told to ask for Rick as he told me he would be there to make sure everything went well. i was told Rick was not available so i reluctantly handed off my vehicle for service. after the service was performed i went to the cashier to be told it was a 98 dollar oil change, no extras, just 98 dollars for an oil change. paid my bill and left. i called Rick on my way home to verify that a simple oil change now costs almost a hundred dollars. Rick told me i should have asked for him, he didnt know i was there, Gabriel never said anything to him. Rick did convey some remorse for the second communication issue and told me he was going to cover the oil change to compensate my having to make two trips for service. Rick told me he would reverse the charges the next business day which was a monday. 3 weeks later and Rick has still not fulfilled his agreement and is apparently never available when i call. i used to work there in sales and a customer never had to call repeatedly or wait for an issue to be resolved or even be addressed. Mr Gullo made sure his management team responded immediately to every issue. now so it appears that is no longer the norm there as Mr Gullo has had to remove himself from daily operations somewhat. i hope it gets back to what it used to be, it was a good place to work and they seemed to really care about customer service. before i get all the hater responses, i know the service department gets a lot of Kens and Karen types due to the nature of car repairs, this wasnt this or you did this probably is a daily thing. i dont have an issue with the actual service, it appears fine. just dont say you are going to do something then dont do it and be seemingly unavailable for weeks. More