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Extremely Long wait time and I was forgot about

I am going to write an honest review about my experience with Discount Tire in Grapevine in the Grapevine Mills Mall area.
I show up at 3:20pm. There is roughly 12 people in chairs and 3 people at counters, and 3 people standing in line. The line is almost out the door. I understand its busy I can see, so business must be booming. I finally get up to the counter and the gentlemen was nice and took my order of a new tire and rotation. He informs me that it will be around an hour. He tells me he will call me on my cell when its ready. I tell him fine and went and walked to a nearby burger place. I waited an hour and no call, I really didn't expect it as I could see they were pretty busy. So I walk back, my car is still parked in the same parking place. Ok fine, another wait, I will sit inside as its 102 degrees and play solitaire on my phone. I wait another 40 minutes and I see they finally get my car back for a new tire and rotation. I wait another 20 minutes, I see my car backing our of the bay and I thought perhaps, ""hey its ready"", I didn't see the gentlemen park it out front for me. So... I thought maybe they needed to change bays or something else. So I wait another 15 minutes. Finally I had enough and started looking for my vehicle. I see it parked in the parking lot in a new space. I guess my car is ready? I then get back in line and wait for the employees to finish with their 3 more customers. I wait in line again for another 10 minutes. I am new pissed off here. I get a guys attention and just ask, "" I have been waiting here for over 2 hours now, is my car ready because no one told me or called me. I have been sitting over here just waiting."" No apology or anything, just ""yes sir here is your keys"". I get that they were busy and they seemed to be understaffed or something. They need to just be honest with people right up front and say. ""Hey its going to take 2 hours"" and actually call when its ready.
Needless to say, I will not be back to this Discount Tire anyways. I have had a previous incident here where I had to wait another hour about 6 months ago. I should have learned my lesson then.

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Can count on them - had a blowout - got there at 6:05pm. they set me up for service 1st thing in am.

Even though I got there after the doors were locked, a technician still took my information and set me up for service the first thing the next morning. They locked my car up and were very gracious & helpful. I wouldn't have been able to safely drive the car on the "doughnut" tire - so this was really a relief.

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Notably good service experience

Very helpful and friendly manager.

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Grapevine Mills
Grapevine Mills
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