8562 Veterans Hwy
Millersville, MD 21108
This site is as much for the local businesses as it is for our neighbors,the consumers. Companies cannot fix problems unless they are aware they exist and are conscious of damage that can occur if they do not operate to meet or exceed customer’s expectations.
I have removed the details of my complaint because it is insignificant.
I am happy to report that we have reached the owner with our site and he has had the GM call me with a resolution.
Kyle called me 3 or 4 times spending almost an hour to make sure I was satisfied. He has mailed me a letter of apology stating that things were not handled the way they should have been and that they will be more attentive to customers needs in the future. We even talked about random things that had nothing to do with business. They have also mailed my insurance company a check reimbursing them for money they put out to have my car repaired.
The only problem I have left is a personal issue with the local Millersville manager. Mr Miller, there are hundreds of people on this site that know me personally and know I am brutally honest and cannot stand being lied to and will call people out in a heartbeat. However, I am also a very forgiving person so if you would like to show integrity to call or meet with me to apologize for lying to me and your manager it would be welcomed. It’s not to late for you my friend.
All in all my advice to maritime.
1. Argue, try to make a point, prove the customer wrong.
Result-lose a valued customer in a ridiculously close neighborhood
2. Do everything you can to take care of customers no matter what even if you allow yourself loopholes.
Result- customer for life . When your name comes up the story of how they were taken care of immediately comes out.
I will say stick with option 2.
No matter how much it costs you to repair damage caused, it is a very inexpensive way for the acquisition and retention of a customer and positive referrals which are most invaluable to local business.
I have told Mr. Decker that I would be updating the post to reflect the positive he has done and also give people a way to let him know if they are having any issues FROM NOW ON that are not being resolved in house. He has given me his email and cell number and I will leave it to him to post it on here for everyone to have because as a GM it is his duty to not prevent problems but to take care of them to the customer’s satisfaction when they do arise.
Thanks again Kyle.