Multiple calls, two emails and nothing from my service advisor regarding why after $1000 in repairs my car still isn't fixed. I asked the advisor point blank, was the transmission mount changed, because I read the receipt and don't see it. He says "Yes. The trans mount was definitely changed." Then Nick, the technician, gets in the car, cranks it and doesn't even have to drive it to feel the problem. He says "I guess we need to try changing that trans mount." What?!? I was just told it WAS changed. I’m not ignorant, no need to lie and think I won’t figure it out. Just say, I’m not sure.
I finally heard from Mr. Ghost, the general manager. He wasn't interested in speaking on the phone, but wanted me to come into the dealership (more missed time at work). I did and waited an hour to see him. He wasn't available. Mr. Ghost claims I had the wrong day for our appointment today. Okay, maybe we missed something when we coordinated verbally. Then he set a time to call me this evening, which he missed as well. Today after waiting an hour to meet Mr. Ghost, I asked for his card but no one would provide it nor could I get his email address. I asked for who is above him, again, that won't be provided. When I call the dealership, there is a voicemail that doesn’t identify it as the dealership. I think I’m calling the right place, but never know.
I'm told "Don't email me” from my service advisor and “I’d rather call you” from the general manager. Email is not an acceptable form of communication? Why is that? Especially when other forms of contact are so challenging. Playing phone tag, fighting and loosing to the new phone system or taking off work in order to sit in the dealership for an hour is not always a feasible solution for customers.
All I ask if for some respect for my time, money and patronage. I simply want my car fixed, but I understand stuff happens and things get missed. Which is what seemed to have happened here. What has driven me to write a review like this is the lack of response from the service dept and the general manager. We can’t work together to resolve a challenge if I can’t connect with the people.
Just for reference, I am a person that ALWAYS fills out service surveys I get. I write many more positive reviews than negative. I understand how valuable reviews are, and how much more likely people are to complain than to praise. I’m not just looking to gripe. I truly feel that I am out of options to get to the right people.