I recently came in for verification of mileage for mileage reimbursement and I found that the person who I think may be a service manager was rude, just like usual. That is why I only come in to have the mileage looked at. I spend more than double than they charge for an oil change because this guy is a jerk. Everyone else is great, but I have seen him role his eyes at customers, pretend he can't hear me, and tell me "it's gonna be awhile". I understanding waiting, but relaying that information can be conveyed in a polite way.
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