When I purchased my Fiat I bought the brad experience.
This business does not get it.
The fancy facility, in compliance with the Fiat brand is ONLY to hook you up.
After you purchased the vehicle, you get to the not so nice next-door finance office, the gentleman was kind and knowledgeable, but the place was a joke.
10,000 miles after that the REAL Galena experience commenced.
Staff without the minimum Costumer Service skills, a waiting room with rows of chairs, vending machines and TVs playing FOX4 news was the "FIAT experience" to wait for your car to be serviced.
"Good morning, I am here for my 10,000 mile service"
Service adviser: "What are we doing to the car?"
Repeat this experience until now, my fun Fiat is over 80,000 miles.
I have complained to FIAT, they can care less, because... this is not themselves, these are independently provided services, they can only listen you venting. Useless.
Now to the "cherry on top"
Yesterday we had Fiat tow service (thank you Fiat) bringing the car again to this location
(I have to clarify, I DO NOT HAVE ANOTHER FIAT SERVICE OPTION in this area)
I authorized the $ 119.95 diagnostic service.
I received one call at the end of business day
"Mr Zabala, this is Rhonda at Galena. The technician informs he needs 5 to 6 hours more to get to the bottom of what is happening with your vehicle"
Why did I pay a diagnosis?
Is your staff not trained to read the computer in the vehicle and diagnose what is wrong with a car in one hour of work?
I requested all work to stop, all parts to be put back in their place, a report showing the work performed and the findings.
I promptly called this morning to follow up and to notify them I am sending a towing service to pick up the vehicle, they had not closed the "case", i was unable to pay over the phone.
I had to call again, and again so I could finally pay.
After all of this done, i had the last silly hope that in talking to the new service manager (they change all the time, no wonder why) I could get some sort of costumer service response.
After I told Tim (the service manager) my painful experience with them, he answered
"Mr Zabala, no we know how you feel about us"
I would be ashamed.