No communication and terrible attitude

I used to be a big fan of Plush and gave them 5 stars, but after two disappointing visits I've had to change my review.

On Sunday morning we dropped our car off at 7:25am, one of the first cars there. When we came back at 8:55am, nobody had touched it. We were told we were third in line, but nobody said so at drop-off. A simple "we'll only get to your car in about an hour and a half" would have let us plan around it.

The worst part wasn't even the lack of communication. It was the attitude. There was no apology, not even a simple "sorry, we should have told you." The staff member just shrugged and said "well, you were number three," as if we should have known our car wouldn't be started for an hour and a half on a quiet Sunday morning.

This is the second time it has happened. When a business grows, it's easy to lose the customer care that built it in the first place. That's how loyal regulars end up as people who no longer recommend the brand. I really hope Plush gets back to treating its customers like they matter.