My Review Of Stone Mountain Volkswagen:
Let me start with the back story. My car was having an issue with cranking that started 6 to 8 months ago. I took it in for service (with what was then Dwight Harrison VW) Of course my car had a phantom issue that no one could pinpoint. The service department spent a good bit of time trying to find the problem. After two days, I received a phone call that they felt that the issue was a fuel valve (though they didn't have hard proof) and "if it was their car" they would replace it, so I agreed. I never felt pressured or uncomfortable with this diagnosis and felt service had done their best to find the issue. I was grateful they were honest with me, in telling me they weren't 100% positive this was the issue. They replaced the valve and I hadn't had any problems until a few weeks ago.
About four weeks ago, after a day of running errands, I go to crank my car and it sputters and dies. I recognize the symptom immediately. I let it sit for 30 minutes, try it again (nothing), and then call a tow truck. I called (what is now Stone Mountain VW) to let them know my car's on its way. I spoke with Alena and told her the back story of my car. She reminded me of the diagnosis fee (which I was aware of) and said they would look at it first thing in the morning. When I received her call, the next day, she was baffled. My car cranked with no problem. Determined to find the problem, she asked to keep it. I told Alena they could have it for the day, but I had to work (an hour away) the rest of the week. At the end of the day, she called and told me they've found nothing so far. I could tell she didn't want to give it back. She was uncomfortable with me driving, so far away, with the chance of it leaving me stranded. She told me she would offer me a loner, but they were all out. I had to have a car, so I had take my chances. I told her I would bring it back in as soon as I could. Alena then told me there would be no diagnosis fee, since they hadn't found anything yet.
Last weekend, my car decided to strand me again. Luckily it was in my driveway this time. As soon as it would crank, I drove it to the dealer, filled out the key envelope, and left the car in front of the bay. Monday, mid-morning, Alena calls me all excited. My car through 6 codes!!! She said they started narrowing down the issues that all 6 codes had in common. They felt certain the fuel sensor (over $250.00) had started going bad. Apparently, "felt certain", wasn't good enough. Once they got it out and replaced, they DISSECTED the old sensor. They found one of the microcircuits had a crack in it. This made them sure it was the fuel sensor. Alena then told me because this had been an ongoing issue for me, she was going to discount the total! When I went in to pay, that evening, she was there with a big grin and the fuel sensor in hand. She "had to show it to me!" Not only was the part tiny (about 2 inches) the crack was almost invisible. It was very obvious they were determined to find the problem, and "fairly certain" wasn't good enough for this service team.
I will admit I was nervous about the change in ownership. I had never had a bad experience with Dwight Harrison and I was afraid things might have changed. I feel things have changed -for the BETTER! While it's never convenient or pleasant to have a broken car, Stone Mountain VW service made a bad situation bearable.
Alena is a great addition to your service department. She truly believes in customer service and this is a rare quality in any, present day, service industry. She's upbeat, smiley and empathetic. I can only imagine these qualities are difficult to possess, in an industry where customers typically only come in because something is wrong. She's worth whatever it takes to keep her there!!!
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