After I posted this review and called someone there I know, I received a handwritten letter from my sales person, apologizing and telling me that I am an important customer to him. Honestly, I never doubted that. It's not the sales team I faulted in this review, but the service team. And, to be as fair as I can be, not all the service people. I have had great service from this place in the past, and great service handling from many of the service writers. I just got p*ssed off by the treatment of a couple of people there. I suppose I won't judge the entire enterprise based on the actions of a couple, and I have some distance in the rear view mirror on this, so I have amended my rating of the service department to reflect my normal view of the place, and will treat the incident I describe below as an aberration. However, I am keeping the review in place as I believe it may help guide people in the future to make sure to ask the right questions in advance - and have those darned mailers in hand at the right time. Here's the original review, which is unchanged from how I originally wrote it:
I used to love this place. I used to love the service department. No longer. Be aware that they charge a "shop charge" to cover their costs for what Nick told me amounts to charges for rags, chemicals, etc. They advertise that they will "top off" your cars levels as part of the service; what they don't tell you is that they do it, but they obviously charge for it. I have no problem paying for a service, but tell me the truth about it.
I had a brake job done; I called in response to a mailing I got, talking of money off on the deal. I called, booked the job, mentioned the mailer. I forgot to give the mailer to the service writer. I called less than an hour after I left to try to address it; no return call. No return call on my next call either. Finally got return call from Nick, who told me that unless I presented it at the time they wrote the order, I was out of luck.
OK, I suppose I get that. Forget about the fact that I called within an hour, and forget that I called in response to their mailer. I guess I'm just p.o.'d about how I was treated. I don't know if they did anything "wrong," but I can tell you I certainly did not feel valued as a customer. It takes a lot for me to write a review; I guess I reached my limit.