We've been taking our cars to Dicks for service for nearly 20 years. Overall the experience has been positive. Lee Ann has always been great. She's honest and extremely professional. Benito and Josh have also been good to work with. In addition to being long time service customers, we bought a truck from Dicks a couple of years ago. Dan was very helpful, and we're happy with the truck. Still, next time I buy I'll go back to Carmax, where everything is up front and you don't feel like you need to have a contract lawyer present when you sign paperwork. For example, one document was for a $600 protectant charge which was characterized as some kind of warranty on the exterior. But it turns out Dicks is just passing on a charge for a protectant they apply so cars can be left outside on the lot in the weather. Purchaser should not have to pay for that. They did the same thing to my son-in-law when he bought his truck. So if you buy from Dicks, be careful what you sign.
I recently had my car in for service on a Saturday. The service writer Lee Ann said to be there by 5 to pick it up. I got there between 4:50 and 4:55, but service was already closed. I tried to get help from someone in sales to pay, and get my key. A couple of people tried to find someone in service, but everyone had left. When I asked to talk to a manager a guy came over and I could see on his face that he was really bothered to have been pulled away from whatever he was doing. When I told him service had closed early and I wanted to get my car, he just said "I can't help you" and he turned his back on me and walked away. I called BS and we had a couple more words, but the bottom line is that he clearly had no interest in helping me or in trying to be nice about it.
I had a spare key so I took my car. I settled my bill and picked up my key on Monday.
Service should stay open until the posted closing time, and if there is some valid reason for them to close early then Dicks should make sure customers can still pick up their vehicles if they arrive during posted hours. As for the manager I had words with - his name was Ken - he was just as smug and rude as he could be. It is because of him that I'm writing a few more of these reviews.