Peggy Ferguson | Page 2

Exceedingly slow with minimal communication I have had great experiences with Lithia of Des Moines in the past and expect many more to come. However, with my recent service I dropped off the veh I have had great experiences with Lithia of Des Moines in the past and expect many more to come. However, with my recent service I dropped off the vehicle Thursday midday, received a diagnosis, yet work did not begin until the following Wednesday (for a few small fluid leaks). I issued repeated texts and made several calls specifically asking for updates and received few replies, several 24 hours later. I realize there were challenges in getting approval via our extended warranty, but communication is key if you are going to keep my vehicle for nearly a week while figuring things out. My concerns are as follows: 1. Not enough staffing. It seemed service advisors were overwhelmed and could not respond to customers in general. This was confirmed by the phone operator when I called. Could team members be cross-trained to help pick up the slack? 2. Utilizing the extended warranty (ultimately was effectively applied) seemed difficult. Is there much experience with this product that was heavily promoted by Lithia? Could someone on staff be the lead person to make claims calls for this warranty? 3. Communication lacked some important courtesies. After nearly a week's wait there hasn't been any apology or acknowledgement of this abnormal delay. Phone calls to the front desk included, on two separate occasions, comments like...there's no way you are going to get through to anyone at the service desk. I asked direct questions and did not get responses to those questions. The most important of which, "When will I get my car back?" was not answered until 5pm the following Wednesday. I realize this was abnormal, and have no reason to believe it would happen again, but I wanted to give some honest feedback in the hopes it can help the service center improve. More

by N_SEEL Verified Customer Verified Customer

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Battery Replacement and More Everyone I spoke to, on the phone and in the service center, was friendly and helpful. In addition to replacing my battery and topping up my coolant, Everyone I spoke to, on the phone and in the service center, was friendly and helpful. In addition to replacing my battery and topping up my coolant, the staff also helped me identify a needed part to resolve a media issue. I felt everyone there was committed to quality service. More

by KAYLA Verified Customer Verified Customer

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Professional manner, and excellent services Excellent customer service, and hospitable environment. The quality of service is outstanding, just as my previous visiting. I would definitely recomm Excellent customer service, and hospitable environment. The quality of service is outstanding, just as my previous visiting. I would definitely recommend your service to others. More

by DEUWJ Verified Customer Verified Customer

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Honestly Care About Me As A Person! Stopped in for an oil change. What struck me is how clean everything is, and how well organized the are with their traffic flow, i.e. a first time cu Stopped in for an oil change. What struck me is how clean everything is, and how well organized the are with their traffic flow, i.e. a first time customer does not have to wonder where to go next. I did not have an appointment, they were busy, but I was treated as if I was their most important customer, and the oil change, with their green-yellow-red inspection sheet, was completed faster than I am used to having had at other dealerships. I bought my car from them last March, what has impressed me is that in all of my interactions with this dealership I have been aware of the feeling that they honestly want me to have a good experience, and a safe driving situation. I have always felt respected and appreciated, which is something that most people do not experience when dealing with Car service or purchases. More

by Shagawamichael Verified Customer Verified Customer

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Maintenance I have a 2019 Tiguan & love that it notified me I was due for an oil change. Took it in and I had forgotten that I get 2 oil changes per year for fre I have a 2019 Tiguan & love that it notified me I was due for an oil change. Took it in and I had forgotten that I get 2 oil changes per year for free. (nice surprise) They are so friendly there & have always been been along with being helpful. I had the oil changed, tires rotated & software update in my vehicle. I was there approximately 1.5 - 2 hrs & it didnt seem that long. They do a superb job! More

by mcostello2 Verified Customer Verified Customer

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GREATEST OF ALL TIME I brought in my 2015 Lexus CT 200h thinking there was no way a VW dealer would have an oil filter for it. BOY WAS I WRONG. I was in and out in under 3 I brought in my 2015 Lexus CT 200h thinking there was no way a VW dealer would have an oil filter for it. BOY WAS I WRONG. I was in and out in under 30 minutes and every employee I talked to was extremely knowledgeable. More

by MikeHancho69 Verified Customer Verified Customer

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Good but overwhelming Kyle was very helpful in the whole process of finding out what was wrong with my car. Communication regarding when my car was done and ready to be pic Kyle was very helpful in the whole process of finding out what was wrong with my car. Communication regarding when my car was done and ready to be picked up was nonexistent. Price was very overwhelming for myself, it would be nice if there were options on payments. More

by RACHELNUKENA Verified Customer Verified Customer

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