Reviewed : 03/19/2025
Comment : JJ s used to be my go-to car shop. I ve always appreciated their great customer service, and even though I noticed a change in staff on my recent visit, everyone was still as friendly as ever.I called on a Saturday and spoke with an employee, explaining that I needed a second opinion on a car I had just purchased because my engine was shaking abnormally (Nissan Rogue). He assured me that I could bring it in and scheduled an appointment for me.When I arrived, I was greeted at the front desk and asked if I had an appointment and why I was there. I assumed they already had my information because the employee pulled up my JJ s profile for the discounts, and in the past, Lenny (a former employee) would check notes and confirm the reason for my visit. Regardless, I restated that I had an appointment to have my car inspected. The front desk person repeated what I said, so I didn t think much of it.A couple of hours passed, and my car still hadn t been looked at. Eventually, the same employee checked in with me and mentioned that the person doing state inspections was running behind because he wasn t feeling well. To my surprise, I wasn t there for a state inspection at all. I tried to catch up with him to clarify, but he had already left with another customer.After waiting at the front desk, I was finally called up just as two technicians walked out. I was told my car had "passed," and I immediately clarified that I wasn t there for a state inspection. The person I had originally spoken with on the phone was handling my transaction, pulled up my profile, saw the notes, and apologized. He offered to have me bring the car back the next day and assured me I wouldn t have to pay anything. However, I had already paid and let him know that.At this point, I could sense some discomfort as other customers were around, and they started making lighthearted jokes. The employee I had spoken to on Saturday said he would process a refund but needed to check with the Chief Financial Officer who was standing right next to him. After spending an entire day waiting for the wrong service, I was beyond frustrated.They both then left to the back and never returned, even though they had just told me they needed to discuss the refund. The original person who had checked me in came back to check on me, and I let him know I was still waiting on the other two. However, it felt like they had told him to handle it instead because every time I brought up, They made the appointment or They said they would update me on the refund, the conversation seemed to get shut down. Nevertheless, the two employees never came back, and in the end, I was simply given my keys and left without a resolution.Later that day, I checked the JJ s app and saw that the appointment they originally scheduled for me had been removed. The next day, I received a call from a representative thanking me for using JJ s. I explained the situation, and she said she would follow up. Since then, I ve been the one following up, only to be given another number to call instead of them reaching out to me directly.All this to say unfortunately, I will not be returning to JJ s. I had amazing experiences with Lenny and never encountered these issues before. While their customer service is still good, even with the new staff, I left feeling disappointed. I truly wish them the best, but this experience was frustrating and a waste of my timeJJ s used to be my go-to car shop. I ve always appreciated their great customer service, and even though I noticed a change in staff on my recent visit, everyone was still as friendly as ever. More