Avoid this dealership at all costs! I decided to take my car to them when a small issue materialized. When scheduling the appointment, the woman was unnecessarily rude after I asked simple questions like “are you open on Saturdays” and “when is your earliest available appointment?” These seemed like natural questions for one to ask, but you would have thought I was asking her to personally come to my house on a Sunday and fix my car for free.
The day of my appointment, I dropped off my car and carefully explained the issue that needed to be fixed. The issue was extremely obvious and easily noticeable when the car was started. Around noon I received a call and was told that I needed to return to the dealership so I could ride in the car with a technician and point out the problem. Really? I politely told the caller that I was at work and could not drive across town to help the technician diagnose the issue, especially since they had my car giving me no way to get there. I again explicitly explained the issue and made sure to note that the problem would become apparent when the car was turned on and put into first gear. The caller responded with subtle rudeness again. This all happened mid week.
By Saturday I had received no updates from Stetler. I had tried to call them several times on Thursday and Friday, but no one picked up the phone or returned my messages. Finally someone picked up on Saturday and I was told that “your car has been done for days” and “I think someone might have tried to call you.” Hint - they hadn’t.
I picked up the car about 30 minutes later. The man at the counter could not tell me where on the lot my car was located and told me the best way to locate it was to walk around and look. Cool bro - what a big help.
While getting in the car, I noticed that the technician left a tool in my cup holder. Uber professional. Immediately upon turning on the vehicle, I could tell the issue had not been fixed. It was as if they hadn’t even looked at it, used my cup holder as tool storage, and just decided to charge me $350. Since I had been told that the Service Manager doesn’t work on Saturdays, I figured that I’d call him on Monday to discuss what could be done.
Long story short, I ended up leaving three messages - one for the Service Manager, one for the General Manager, and one at the service desk, all on separate days. This after calling many other times during business hours and receiving no answers. Where I work, calling customers back isn’t optional - it’s mandatory. That’s just good business. I was pleasant and calm with all of my messages. Clearly helping their customers with a problem is a very low priority.
I ultimately took the car to another repair shop. When I told the new shop’s owner the part that Stetler installed on my vehicle, he sounded stunned and said that the part had absolutely nothing to do with the problem and would never have solved the issue. The new shop’s service was infinitely better than Stetler’s and everyone seemed so much more knowledgeable.
Overall, Stetler’s technician seemed like he wasn’t experienced, everyone acted like someone had crapped in their Wheaties, management was inaccessible and refused to return my calls, and they essentially stole $350 from me by installing a part on my car it didn’t need. I’ll repeat - avoid this dealership at all costs.