I had another disappointing experience with the Lee Toyota Service Dept. Brought our RAV4 in this morning for a factory recall. Left the vehicle and stated I would be back by 12:00 for pick up. Joey, the service rep assured me the work would be complete and the car would be washed and vacuumed out upon my arrival.....Great!
11:45-I arrive to find the work done but the car is outside waiting for a cleaning.
11:50-I am told it will only be 20 minutes and we will have the car finished if I can wait. No problem I say. I do not need to be anywhere until 12:30.
12:40- Our car is finally cleaned. Had been told a couple of times during my 55 minute wait that it "should be done soon". Told Joey that I never would have waited if it was going to take so long as now I am late.
12:45. -I leave the lot in the Rav4 only to discover the steering wheel was put on crooked, significantly crooked, and all the radio stations had been cleared and the clock was now an hour or so off. The latter issues were not that big of a deal. Especially if Joey had told me that the battery would be disconnected during the service work, but that did not happen. The crooked wheel was a big deal. It was not that way when I brought it in. No way a tech could not have noticed it.... I turn around and head back to Lee. Joey apologizes and I request that the wheel be installed correctly. The car is whisked away to service.
1:00- I voice my disappointment to Joey and state that paying attention to detail is something I look for in service. I state that this is one of the reasons I do not use Lee any longer for our service. The car arrives back with a straight wheel and I leave...again.
Joey apologizes many times and is sincere....not entirely his fault.
Summary-Lee messed up this service visit. I missed my 12:30 and spent an additional hour at service due to their mistakes. When I make a big mistake with a customer, I apologize and ask what I can do to "make it right". I usually offer something as a gesture of goodwill. The "Let me give you a discount on your next service" or "Can I offer you a complementary oil change for your troubles today" go a long way with customers. I may have been a bit less upset with Lee if I felt that they valued me as a customer and wanted my future business. However, that did not happen and I will continue to have our vehicles serviced elsewhere and will likely drive to Augusta for any future recall work.
I Recommend This Dealer:
Did you find this review helpful?