I know top notch customer service when I see it (shoutout - AnonymousWWW
I know top notch customer service when I see it (shoutout for Elk Grove Toyota!) Capital City Honda is anything but that. You (Mr. Michael P) wanted feedback, I gave you one. What good would customer feedback be if there is not even an attempt to address the satisfaction concern, or a simple acknowledgement?
In September, I arrived to my appointment on time at 1:30pm. There were four cars in the waiting area including mine, with no service attendants in sight. About 15 minutes later, a service attendant showed up in the area and walked past my car and others without even acknowledging us the customers. I was finally connected with the advisor by 1:55pm. Lunch time for the mechanics? Maybe so. If there is a standard practice for your company having customers who have early afternoon appointments to wait 25-30 minutes at a time when there are hardly any cars in sight. I have an advice for you – please simply remove those early afternoon appointment timeslots from your online calendar. Some customers including myself need to drop off our car during lunch so that we can be back to work in a hurry, not to wait for your staff to come back from lunch.
I was at the advisor's station/counter around 2pm, I told him that I was there for the A1 service. He said he would recommend doing the B1 service as well. I gave him the go-ahead reluctantly citing that I had business obligations in the afternoon. Simply put, I wanted to get in and get out quickly. Around 3:43pm, I received a text asking for my approval for additional services after further inspection, which would be over $1,800 on top of the $300 I had approved. I declined via text immediately citing I was here for a quick A1 service originally. I walked up to the advisor desk at 3:45pm asking if the B1 service had even started because I was going to pay for the A1 service and leave upon picking up my car. He stated that unfortunately there was no going back as B1 service had already started...
Late for my in-person obligations at that point, I had to conduct my business over the phone in the guest waiting area. When I was still was the business call, I received a call at 4:30pm (supposedly from the dealer’s service department informing me that my car was ready for pickup). I saw the same advisor I had spoken with earlier walking towards me. I signaled to him I would walk over to his station shortly. A few minutes later, I was already at his station waiting except he was nowhere in sight. I texted him but my text went unanswered. About 15 to 16 minutes later, he came back to his station greeting me “hello my friend…” which irked me. I was not in a dealership for friendship; I was here for a quick and simple service maintenance supposedly and now my entire afternoon was gone.
Throughout the process, the advisor tried to upsell me recommended services which made me super uncomfortable. Maybe he was performing his job exactly like he was expected to; may be his salary was commission based. Good for you/him, as a customer I simply wanted more customer focus, professionalism, and attention to detail from you (not only the advisor but more importantly you -> Capital City Honda). Truth to be told, if they inspected my car thoroughly as a first step and promptly informed me of the total cost of all services needed and recommended, perhaps I would be able to make a quick and informed decision to prior more important services that afternoon. As it turned out, my money was spent on the A1 & B1 services as opposed to more important issues discovered through the late inspection. Thankfully, I was able to have all those services performed by a 3rd party mechanic who was skilled and honest.
I understand all dealers are in the business to make money, but my advisor came across as more of a salesman than an honest advisor who would put customers first. Sorry for the rant Capital City Honda. At least you won't have to hear from me (a former customer) again.
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