Terrible experience on my service. Had an appointment for a two hour service with a loaner car so I went with my in laws, my one year old baby and wife. I got there and realized i don't have a license with me so I asked my father in law to present his to get the loaner and the service guy says ok. after they call me and a Girl which I can’t remember the name was at the desk for the loaner car and says I can't get the loaner because it has to be the person on the insurance of the original car. They offer a shuttle to take us somewhere, which were going to have breakfast while we waited and the person from the shuttle says they have to go somewhere far to bring other people first and that it was going to be a while so if I would prefer to go to a "deli" close by, I told him "NO" of course and payed my own Uber to the place we waned to go. while we were eating about 2 hours after we left the car we call the dealership and ask for information on the car's progress, they say they'll call us in 10 to 15 minutes. 45 minutes after I had to call back and was told to wait so was placed on hold for over 10 minutes until someone answered back and asked "HOW CAN I HELP YOU' and no idea what i was placed on hold for almos 15 minutes for and asks to wait again! I said i was put on hold just like this and was waiting almost 15 minutes so the person says that needs me to hold anyways, so I wait again, now the service person tells me the car needed to stay until next day and I explained i was staying to eat on the area to wait for the car because they said it was only 2 hours wait; he didn't know what to say and said to hold again and see what they could do. By that time i already had asked for another Uber to get back to the dealership. The guy tells me they could rent a car for me, and i said that they said previously that they couldn't do anything because of the license issue but he said it was ok, So why didn't they do that from the beginning and saved me a bunch of time and money on Ubers etc. Something worth mentioning is that from the beginning the girl at the desk on the loaner section looked like she couldn't care less and had no intention on helping which I confirmed when they offered a rental after and she had said there was nothing they could do in the beginning. when i got back i told her that they could have done that from the beginning and for more confirmation she stood quiet and couldn’t say anything. after I told the same to the service guy and he said he didn't know anything. Nobody there knew anything then over there because they didnt even know what service or waiting time was required.
This time out of nowhere they had two shuttles to take us. When we get to the rental place from all the issue stress and coming back and forth with the license my father in law couldn't find it and had lost it at some point in the whole problem, I ended up having to pay another Uber all the way from the rental place to Jersey City where my father in law had his car. What a nightmare!
But it didn't end there, they ca us the next day and said the car is ready, I go there and when i pick up the car i put the navigation and realize something wasn't righ, when i get home i start checking and it was all disconfigured, not even the phone button on the wheel was working, So I call them AGAIN and they tell me i need to go back there, i tell them I just left the place if they could get me a technician and navegate me through it maybe its simple, and they say no, that i had to go there, two different people I talk to tell me the same but I had to be at work at that point! I cancel and go back there and the technician says "you only had to hold teh volume button for 10 seconds to reset the infotainment", I clearly asked The lady on the phone to ask a technician because it could be a simple fix, and of course it was. I'm leaving again and proceed to make a call and press the phone button, it wasn't working still..... AGAIN go back in and they say they need to reconfigure the car and needed to leave it!! two seconds after it was in for the second time! they don’t check on their work at all!???! they give me a loaner this time and this was a friday which is terribly busy at my job and I was loosing money, they tell me that the car will be ready Monday so make arrangements accordingly. next day they call and say the car is ready and need to pick it up, I say i'm at work and its very busy, I don't get out until 6, they say they close at 5 and if i dont pick it up they charge by the day for the loaner, again had lo leave work and pick it up.
in conclusion they were terribly unprofessional, made me loose money, crazy amounts of time and made everything terrible for me and my family that they and the days after. TERRIBLE!