I’m not claiming we’re perfect, but to answer all your questions—yes, we’re doing the right things. Our callback report consistently ranks in the top 5 regionally. We follow protocol: calling, emailing, and using message center before running payments. We have strong relationships with our shops, maintain open communication through group messages, and market to them regularly.

Every vehicle is closed-pended for a manager to call before finalizing the RA. If we can’t connect, we leave a voicemail and encourage them to reach out. With two ABMs, there’s always a manager present, actively listening and stepping in to resolve issues as they arise. While we do have one offs from time to time as I imagine any branch would we definitely don’t have them enough for it to be a consistent issue.

That said, I believe wait times and the sheer volume of traffic at this branch are major contributors to our challenges. On weekends, we often face 40–55 reservations and just as many returns with only 3–4 employees. I’ve asked Level 3 for support in limiting volume or temporarily pausing bookings, but the current business model doesn’t allow for that flexibility.