Sam's Club

I had a 5 PM appointment this Tuesday, March 2, 2021 with the tire service department at Sam's Club in Dickson City, PA. I made the app't with Kyle the day before, March 1st. Kyle was working the tire desk when I arrived at 5:08 PM. Since I have been purchasing my tires from Sam's Club for about 20 years, I know to present my receipts for my tire purchases & services. After Kyle reviewed, he said, "just a minute, I'll be right back. It was 5:22 PM when a tire technician came forward with Kyle. The technician's name was"Dean." Dean said it's already 20 minutes after 5 so I can't take your vehicle. I said I have an appointment for you to check the wear on my tires and if they are at 2/32 then I will need 4 new tires and if they are in better condition than just rotate, balance and mount them. I had explained all this to Kyle the day before when I booked the app. Kyle had said that he had 4 B f goodrich tires on the shelf if I needed to replace them, which wasn't the case.

Dean, the technician, said he didn't want to service my vehicle. I said again, I have an apt and there were no cars being serviced in the garage at that time. I said it only takes about 20 minutes to rotate, balance & mount my own tires. Then I said to Kyle, call the manager. A woman by the name of Samantha, I believe an acting supervisor, came forward after being paged and she went to the garage in the back with Kyle, Dean, and another technician by the name of Jim.

She then returned to the front desk where I was & I said,"what are you going to do?" She said she didn't know. She then said she was calling someone above her. She did and apparently that"someone"said something to her and only then did Dean & Jim pull my vehicle into the garage and rotated, balanced & mounted my tires. The 2 tires are at 5/32 which were rotated to the rear and the other 2 tires were at 4/32 which were placed on the front. My vehicle was completed by 5:50 PM. The technicians work until 6 PM.

I have never been treated this way by anyone at Sam's Club before. The point is there were no vehicles being serviced in garage when I came into garage and this technician"Dean"was INSISTENT" that he wasn't going to service my Hyundai Sonata 2018 because he said the last car is taken in at 5 pm and because I arrived at 5:08 and it took Kyle until 5:22 pm to review my paperwork, Dean, who is
scheduled to work until 6 pm, made the decision he wasn't going to do "his job" that Sam's Club is paying him for. Dean is a regular worker, not a "BOSS." Samantha obviously was intimidated by 'DEAN' when she couldn't make a decision to tell DEAN to take my vehicle in and service it since he is getting paid to work until 6 pm. DEAN needs to be talked to by the store manager at Sam's.

I have a message into Sam's Club that I left with one of the employees yesterday, 3/2, to have store mgr., Joseph, call me this week. You don't treat a customer the way Dean treated me. I owned a business at one time, and I tried to please my customers so they would be return customers. P.S. Also, Dean, had young Kyle controlled in the above situation too. Why would Kyle have to get Dean's permission to service my car. There was enough of time even though I arrived at 8 minutes late for my 5 pm apt. Since the technicians do not quit until 6 pm. Maybe DEAN thinks he is running the Dickson City, PA garage or maybe he is just a "disgruntled" employee or one who is trying to sabotage Sam's garage business or maybe he is just lazy or doesn't care. I did say, " what are you going to do from 5:20 to 6:00 pm anyway. Just stand around. The bottom line in any business, as you know if you don't treat a customer with respect they will never return and if you don't have customers, you don't have a successful business. I would like a reply as soon as possible. I also feel, since I was treated so badly, a gift card to me would be nice. What do you think?

Linda Stefursky

Please CALL ME at [protected].

Sam's Club Membership # [protected].