This is the entire email I sent to Wade at there repair service center after my experience .
I was speaking with other people regarding service & satisfaction with your service department.
We noticed the concierge service for clients who purchase vehicles ( Black Tie service ) is what some dealers offer, and provide. I understand that sales is a part of one side of the business, but also realize repairs with certified mechanics are crucial and generate business especially weather ready standards in the automotive maintenance department.
What has my attention at this time is that my experience, and others were rather conflicting with the satisfaction and service you actually provide.
When attempting to contact your department, customers are met with a lengthly automated messaging system that offers no personal contact with potential clients.
Trying to speak to the service department left me exhausted, to say the least. I was forced to drive into your establishment to make an appointment to have a problem with my vehicle inspected.
Then, once there I had to ask another customer to drive me home because it was suggested that I leave my vehicle there at your establishment for further care. I was not offered a ride home, which was previously offered last year to me.
I was there at 12:10 for a 12:30 appointment and didn't arrive home until 3:30 that afternoon, because I had to rely on another customers schedule. Janet - I am not saying her name is exact ) had brought her vehicle in for a scheduled maintenance and offered me a ride since after I asked for transport home, and was denied. How does anyone trust in any type of product or service when they cannot depend on scheduling, or contact service?
Your business is failing in this main category, and although the work is quality- the waiting area provided is satisfactory, the details affecting customer experience leaves me hesitant to use your establishment based on the inconvenience I've experienced.
This email is to inform you, and your general manager of such lacking business practices, that marketing a product that is so necessary in the industry is hurtful and non productive to your livelihood.
Yes, I'm saying I was Not satisfied that I had tried to get someone from this department to contact me and resulted in me going to your establishment without an appointment. I was abandoned there and did not expect the negative response, even when your in the business of customer satisfaction and service. I had to involve another customer which affects your reputation. I also had little contact from your service department afterwards, and had to repeatedly call and leave messages over 3 business days to find out what was actually wrong with my automobile.
While I'm quick to judge and complain, I'm also just as quick to make suggestions and solutions you might want to consider that could detrimental to improving your bottom line.
First, a live person to answer your customers questions.
Second, a status number specifically designed to answer commonly asked questions for customers who have vehicles in service, which would require a service number to access updated information, not live operators. Maybe a website update System?
And lastly, a counter person that has a sign which states as follows-
Questions about your vehicles service plan ?
Ask ....our trusted service department if we can assist you in scheduling your service and transportation needs.
To avoid customer problems when suggesting leaving a vehicle at the last minute.
Offering a daily rate for rental for non black tie patrons, & loyal returning customers.