I had a 7 AM appointment on Friday. I dropped my car off the night before. I knew what the issue was; it was an alternator problem. I shared that with the service professional.
The service department had my car from 7 AM on Friday until 6 PM on Friday until I received a diagnosis. I know that service departments can get busy. It was not the busyness that bothered me. It was a lack of communication. I followed up with three telephone calls and a number of text messages to the text message provided to me by the service technician. I did not hear back.
It was like pulling teeth to get a response or any information. It was as if there were too many cars and not enough service technicians and customer service representatives. It was not the way that bothered me, it was the lack of communication and lack of information. I will give the service department another chance, but, if I have another experience like this one, I will begin taking my service business to another location.
This service department did not used to be like this prior to the sale of a dealership. When this dealership is owned by Jerry Ulm, I felt like I was treated like a member of their family, and there was a real attention to detail and focus communication. Since the dealership has been sold, much of that has changed. If this dealership is going to continue to enjoy the positive reputation and business built by his prior owner, it needs to emulate how the dealership used to be run, and make significant strides toward improving customer service.