The Service Department is beyond subpar – absolute joke (especially service advisors). Will not give them my business ever again. Their speed and courtesy towards loyal and high paying customers (bought last 3 cars from them and have had all services at this dealership, always wanted to give them another chance). If you have ALL the time in the world, then it might be your kind of place (I don’t have 9-10 hours a day to wait around for a simple service), but nothing gets communicated or done quickly, efficiently, or respectfully. This dealership service department and service advisors do not value customers’ times, hard earned money, loyalty, and patience.
Too many strikes against them. Listed in order of absurdity below:
A few weeks ago I started hearing a rattling noise on my car, so I scheduled an appointment – had to be 3 weeks out as they’re that busy (later to find out the lies behind this as they overbook themselves too much) .
Appointment was for Monday as they were busy that far out. Dropped off the car on Sunday night.
Monday morning at 8am I get a call to go over details of problems (great start).
At 11:30am (3.5 hours later) still haven’t heard anything from them, so we give them a call and are advised we’ll be called back -> 40 minutes go by, finally, the call back is made. It was determined that 2 sway bar links need replaced – awesome. I advise them to give me a call as soon as they’re done so we can go and pick it up.
3 pm (3 hours after the call back) rolls around – no call yet. I call them, and of course, am told that they will have to call me back.
4:40pm comes – still no call. So I call -> service advised tells me that he thought he called me, which he hadn’t. Tells me that car will be ready at 5:15-5:30 (10 hours after dealership opens). I advise him that I work until 5 and then at 5:30, so I need a loaner car. He proceeds to tell me there’s no loaner.
I ask to speak to a manager. After 5 minutes on hold – manager answers, I explain the situation, and he immediately tells me that car keys and paperwork are in front of him and ready (what in the world was the service adviser telling me? Either lies or had no clue what he was talking about at that point).
I advised the manager of the non existence of their communication towards the customers from their service advisors. At NO Point did he proceed to apologize, but rather just keep making excuses of how they go through 40 cars a day (overbooking, even after I scheduled appointment 3 weeks prior), how things take time, and to defend their practice. He didn’t even attempt to apologize, or to offer to make anything right or to do a courtesy discount.
I advised the manager that my family will not purchase or service any vehicle any longer there in result of their incompetence (see below for other examples – short versions of those).
A few years ago my car’s headlight burnt out, so we took it to get it replaced. As the car was new model, they didn’t even know how to change the lightbulb (Chrysler car at a Chrysler dealership?? Really?). We dropped off the car in the morning; didn’t hear anything from them until WE called them 4 hours later. At that point we were advised that they’re still looking into it. 3 hours after that – WE called them again, at which point they advised it was done and it was going to take another hour to get the courtesy shuttle to the house (we live 10 minutes away) so we can pick up the car. At no point did they initiate the call to us to advise of time expectations, status of repair, or anything.
Last year took car for a recall and electrical issue. Scheduled an appointment Took over 2 hours to even diagnose (again, service advisors were nowhere to be found or to be in any kind of remote hurry to take care of waiting customers) and another 1 hour to push the update to the car, which in the end didn’t even push as my car wasn’t appropriate for that software update.
I have used the Express Lane oil change quite often, and more often than not, it takes over 1.5 hours for that to get accomplished (not because it doesn’t get changed quickly, but rather because service advisors wait over 20-30 minutes after the car is done (I can see it sitting in parking lot washed and ready) to even find the customers to check them out).
I cannot stress enough - this dealership service department and service advisors do not value customers’ time, hard earned money, loyalty, and patience.