Auffenberg Ford Belleville

bhr7541 responded

I was met by Stephen by the entrance from there I let him know what I wanted he showed me several different vehicles, let him explain the difference in each one and let me chose which one for test driving, he found the one that met my needs. We sat down made the price work, and I am very happy. George Sweet.

Auffenberg Ford Belleville responded

We’re sorry to hear about your experience during your visit for an oil change this afternoon. We understand your concern regarding your interaction with our Assistant Service Manager; however, we also want to note that gestures such as clapping your hands insulating us to work faster are not appropriate. At our facility, we take pride in delivering both quality work and excellent customer service. While we strive to complete services as efficiently as possible, there are times when unexpected delays occur to ensure the job is done correctly. We would appreciate the opportunity to speak with you directly to better understand your concerns and identify where we may have fallen short. Please feel free to contact us at your convenience. Please feel free to reach out to myself, Jon Garrett the General Manager my email is jgarrett@auffenberg.com. Thank you, Jon Garrett General Manager Auffenberg Ford Belleville

MW responded

I will start from the beginning. I scheduled appointments for two vehicles today, the appointments were at 1100am and 1200pm. I brought the 1st one at 840am to drop off. I brought the second car in at the appointment time and then proceeded to pick up my first car. We parked the car inside the service bay and it was never moved. We came back 4 1/2 hours later and the car was still never moved. When I walked in , I let Travis know that I didn’t receive any updates or texts and I asked if there was an issue or if my car was done. Travis stated “they never got to it” and “it is what it is” I asked why I never received any updates or texts. Travis was very dismissive and stated at first “I don’t know” then he said “he didn’t have time to text”, “they have been busy”. He also stated that he “had to stop doing his job so he could change another customer’s oil”. At that point I did clap, not because I was “insinuating” for him to work faster. I never once stated that he needed to work faster, nor did I think that your employees should work faster. I clapped because I found his dismissive attitude towards me amusing and that he needed validation from me because he was doing his job but didn’t have time to text me. The very fact that your representative devalued my time and was so disrespectful to me because I asked why I never received a text is appalling. A simple 15 second text to apprise me of the situation would have mitigated the situation. It appeared that all of the other cars that came in after me were serviced and I wasn’t even an afterthought. The fact that I scheduled an oil change and Auffenburg had my car for 4 1/2 hours and never even looked at it or texted me., then proceeded to treat me like I was a bother because I had the audacity to ask them why I wasn’t informed that they haven’t been able to get to my car in a timely manner. If I were you, I would educate my service writers as to not be dismissive of the customer’s time. Communication would go a long way into making sure that you keep a customer that had been doing business with Auffenburg for over 40 years instead of losing that customer due to the service you provided.

Auffenberg Ford Belleville responded

We’re really sorry for the frustration and for the time you spent coming in. We understand how disappointing that experience must have been. To clarify, we do need to perform a diagnostic on every vehicle to accurately determine the issue and confirm what repairs or parts may be required. In some cases—especially with older hybrid vehicles—parts availability can be extremely limited or discontinued, and that unfortunately isn’t always clear until after a full inspection is completed. That said, we should have communicated this possibility more clearly upfront, and we apologize if that wasn’t your experience. Your feedback is important, and we’ll use it to improve how we set expectations moving forward. If you’d like to discuss this further, we’re happy to talk and see if there’s anything we can do to make things right. Jon Garrett General Manager Auffenberg Ford Belleville jgarrett@auffenberg.com