Day 1: After my husband left the store after the oil change, the oil light went on, and the car stopped. We have never had a problem with our car before, and had the oil changed with wal-mart the six times prior to the incident. Our AAA membership picked up my husband and eight year old son as they were stuck with a car with no heater and in a snow storm (2/1) in Chicago suburbs. My husband called the store to have it brought back to them, but the manager by the name of Carissa said to bring it home because that department was already closed. She told him to call the next day and it would be resolved.
Day 2: The next day everything was closed, and after speaking with the same woman again, called 1-800-wal-mart to let them know what was going on. They informed us they would notify the store manager and they would call us within 24 hours. Our mechanic came to look at it, and told us it looked like a double gasket. That being the case, the engine was shot. Day 3: No call from a manager, but after calling the same store again spoke to an assistant manager Eileen who told my husband they would not accept faxes, but wanted him to bring in invoices for repair estimates, and the tow. After walking with out 2 year old son in the freezing conditions, and taking buses, he brought this person the papers requested.
She told him someone would come to look at the car the next day, and try to start the car, and proceeded to give him a number for an insurance company that recited a message, and cut off. (impossible to talk to anyone.)
All of this running around is being done by our family without a car and with 5 small children.
Day 4: After speaking with the same woman again only to find my husband took off work for no reason because no one had any intention of driving out to inspect the car, they then told us they needed an ASE mechanic to evaluate it, that it was our problem to figure out how to get the car there, and to pay for the evaluation. After some heated protest, they offered to call a tow-truck that day and have it billed to them as well as the inspection. No tow-truck was called, and suddenly the manager along with the main store manager were "unavailable". It is now Friday and obviously they are looking to delay until Monday which is completely unethical and wrong.
It is clear that this company has no genuine concern for its customers, and have no intention of fixing the damage caused. After today we are calling an attorney.
This will be the third day of work my husband has missed due to the lack of transportation, and when explaining our family had basic needs that needed to be met with transportation, the manager told us "that's our problem, not hers."
We have yet to have this problem resolved, but have met with complete indifference by management, and have not been met with any cooperation or consideration by the claims adjuster. Customer service is nothing but a farse with this company. I was an avid and loyal wal-mart customer. NO MORE!!!
Haila, Rolling Meadows, Illinois
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