My Review Of Schneider Nelson Audi:
This event brings to light some critical points of failure in the service experience that your dealership provides. If no raises these issues, you can't improve them.
I called days in advance and spoke to Sean to schedule an appt for Friday, May 17, to have my transmission fluid and filter changed. I gave him the make, model, and year of my car. I got the impression that once he heard that my Audi was 13 years old I lost his attention to my request a bit. It didn't concern me at the time but in hindsight that may have been behind all else that went wrong. Anyway, I dropped the car off the night before and picked up a loaner. At about 11 am the next day, Sean calls me and tells me you do not have the filter for my car and wants to keep until the following week. Why wasn't the part ordered immediately when I scheduled the appt?
I was not able to leave my car over the weekend and into the following week because I was scheduled to be out of state and leaving that Sunday. I told Sean I had to pick up the car that night whether the service was performed or not because of this. Reluctantly Sean said he would try to get the filter from another dealership and advise me. I had to call twice and leave messages to find out the status. He finally left an obnoxious message on my voice mail at work that they were working on it. He called at 4:30 or so to tell me the car was finished. Since I would not be able to make it from NYC to the dealership before the 6 pm close, I sent someone to pay the $600, which is excessive for this routine service, and get the keys. When I got to the dealership a little after 6 to swap the loaner for my own and listened to the car running it sounded louder to me than when I dropped it off but there was no one left there to inquire with and nothing that I could see obviously wrong but I am not a mechanic.
Sunday morning, while driving on 195, the under cover that your technicians removed to do the service partially fell from the car. At first I thought I blew a tire because it was such an abrupt POP! and then the sound of air rushing and a scraping sound. After waiting for AAA in the rain, searching for someone on a Sunday morning to reattach this, and 6 hours of my life that I can't get back, a Sears Service Center screwed it back on so I could get on my way. Sears was actually quite accommodating and made this bad situation bearable. They told me that the cover took a beating from the mishap and would probably need to be replaced. I was very frustrated by the experience and could not believe the dealership could have been so inept.
I stopped by your dealership upon my return to NJ on Tuesday, May 28, to let Sean know what had happened. He had them put it on a lift to check it and told me they just put a couple more screws in it in a dismissive manner. I asked him about the comment the technician from Sears made about its condition and he told me that any damage was pre-existing and there was nothing wrong with it. That seems like a ridiculous and insulting statement for him to make--its never fallen off before and been dragged down a highway. No apology. No expression of concern for what had occurred to me because of your service team's lack of attention to detail and failure to complete their work on my car. As a manager myself, I would not have this individual in a client facing position. As irritating and frustrating as the service mishap was, Sean compounded the bad experience on Monday with his "I can't be bothered with you" attitude. When Sears is outperforming you in servicing your customers and cleaning up your mess, you should take note and be concerned.
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