This is my third review for Hendrick Jeep, but the other post's were removed because I tried to revise my rating recently. This is a review of my latest visit with them for recall work. It went from annoying, to frustrating, to anger, to happy, and now back to annoyed. I'm doing this to let everyone know about the inconsistencies in regards to quality and standards that they have going on over there. For details regarding my past review, that was removed, just contact me and I'll give you a brief recap.
I brought my vehicle in for the sun visor electrical wiring recall (R71), oil change, and tire rotation on Friday afternoon, September 16, 2016 for my appointment first thing in the morning the next day. Figured that it will only take a few hours and that I'll be able to pick up my vehicle later on in the afternoon. The recall notice did state that it would only take about 2.5 hours and with the oil change and tire rotation I figured about 5 hours, factoring in down time, i.e., lunch, bathroom breaks, etc. Five hours should be more than sufficient.
Didn't get a phone call at all stating whether the vehicle was complete or not. I called to see what was taking so long and they told me that the vehicle wasn't complete. All I was told was that the part was pulled. I don't understand how a few hours worth of work takes more than a full working day! I even googled the recall and found the step-by-step repair instructions that was sent out by the manufacturer to it's dealers and from looking thru it five hours is more than plenty along with the oil change and tire rotation.
My thing is that I made the appointment about a month in advance because the parts had to be ordered. I believed that since I had dropped off my vehicle the afternoon before and had an appointment my vehicle would get worked on right away the following morning and that I would be able to pick it up later that afternoon. Nope. I never even got a phone call saying that they're still working on it. Not having my vehicle the following Monday was a huge inconvenience for me, my wife, and my infant daughter. If I had decided to bring in my vehicle the day of my appointment and decided to wait, would they have worked on my vehicle earlier? Does Hendrick define the "drop off" appointment as "we'll work on it whenever we want" or "we'll get to it whenever, they're not here waiting for it". What's the whole point of having an appointment if it's not going to be worked on at the set time the appointment was made.
When I picked up my vehicle Monday afternoon (September 19, 2016) I aired my frustrations to Stephen Sterling, who was great so this isn't a knock on him. He offered me a complimentary wash and interior cleaning to make up for my inconveniences. I declined but he said the offer stands if I decided to accept it in the future. After completing the paperwork and I got to my vehicle I decided to walk around the vehicle to check things out and look around the interior. To my surprise the tech(s) who worked on my vehicle left my front seats, head liner, and floors dirty! That annoyed the crap out of me. I went back inside to tell Brian (Stephen was somewhere else) and he immediately took the vehicle back to get it cleaned up a little. Maybe I should've taken Stephen's offer for that wash and interior cleaning then and there!
The oil change and tire rotation was part of the Hendrick oil change program that I had. It was actually my last one. It was nice to actually have someone else do the work for me that I could easily do myself. After this recent experience along with my past experiences I would say that THIS WOULD BE MY LAST TIME GOING TO HENDRICK JEEP, OR ANY HENDRICK DEALERSHIP, EVER AGAIN!!!
Yeah, a lot of the guys are nice and they do want to make you happy but the inconsistencies and standards need work. I work in engineering and the quality of work and the standards that are set, in my past experiences, tailor to what the customer expects, and then some. You not only have to meet or exceed their expectations, you also have to go even further to make them realize that we can be trusted over and over again, consistently!!! Maybe they do have quality and customer satisfaction standards, but they're not adhering to them as they should.
I Recommend This Dealer:
Stephen Sterling, JR Reihl; Employees listed, that I can remember, are those that I have also dealt with in the past.
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