I have been a customer of Hogan & Sons Goodyear in Falls Church for about 10 years. Over the Past 2 years service has just gotten worse and worse, as have the attitudes of the employees within the establishment.

I recently took my car in for a routine oil change/Tire rotation. (They rotate your tires for free if you buy them there) First, there was hardly anyone in the shop and employees were sitting around as if there was nothing to do. After about 15 minutes in the shop, my car is still sitting in the parking lot. at about the 20 minute mark someone finally sat inside my car as if he were going to move it into the garage...instead he sat inside the car for about 2 minutes before starting it up and pulling it into the garage. Now, just because the car is inside the garage, doesn't necessarily mean they're working on the car. At about the 30 minute mark (total time there) of no one working on my car, you can probably guess how frustrated I was by this time. I asked the gentleman behind the counter (Asst. MGR) Denis Gallegos, what was going on and why it was taking so long for someone to work on my car. He responded with a condescending "problem, there's no problem" . Well why is it taking so long for my car to get worked on?, I asked. " It usually takes about an hour...well forty-five minutes to an hour for an oil change...It says it right there on the sign" he stated again in his condescending voice as he pointed outside...I looked and had no Idea what sign he was referring to. I told him if it was going to be another hour before my car was finished, then never mind, I'll just take it back. "No it's an hour total...it'll be finished in, like, 30 minutes, he responded. I see, so the "sign" says up to an hour, but what it should really say is "30 minutes of sitting on our lazy butts and 30 minutes of work", because that is what was happening at this "Non-Customer" Service Station.

Hogan Family, I have been a LOYAL customer of yours for so long, and this is how you repay your loyal clientele. I wish I could say this was my first complaint, but I have filed a complaint with headquarters as well about a year ago...and needless to say, they did not even respond to my concerns. So a customer, I will be no longer if that is the way you would like it. Without people like me, your business would have never been.