Faulkner Buick GMC West Chester, INC. - Service Center

Very professional everything went smoothly very good relationship with Vince, the service writer, and the service technician relationship with Vince, the service writer, and the service technician More

I was mildly disappointed with my overall visit to the Faulkner Westchester service department. I had phoned and set up an appointment. I informed the person who took my call that I had an appointment w Faulkner Westchester service department. I had phoned and set up an appointment. I informed the person who took my call that I had an appointment with my sales rep at 10:00 the morning of my pick up. (I dropped the car off the night before.). I asked her if it would be possible for my car to be finished by 11 o'clock. After some back-and-forth, she asked "someone else" who told her that since my car was only about three years old, it should not be a problem. I reiterated that I had the appointment and would be finished by 11 and wanted to pick up my car by then. Apparently that message did not get on the service order as when I went to the service center upon completion of my appointment, the service representatives looked dumbfounded, as if they had never heard such a thing before. They explained that the person who took the call was located at central call center and not within the dealership. As a long-standing (10-year) customer of Faulkner Buick in Westchester, I was very disappointed that my request was not noted nor granted. It would seem to me that if a customer calls to set up a drop off appointment, and states when he wants the car return returned, such a notation should be made on the service order. To say that I was disappointed would be an understatement. Additionally, I lease my car. I purchased the extra oil changes. I was charged for the oil change. For some reason and some gobblegook explanation, Service representative told me it had expired, or they had switched programs, and there was nothing they could do about it. Once again, to say that I was disappointed would be an understatement. I did pick up my car at 5:45 that afternoon, and the service representative was very pleasant. The car was done as I expected. However, I think something needs to be done with the communication from the call center to the dealerships. As well as a customer as paid for extra oil changes on a lease, that should be able to be seen by the service representatives. More