The customer service is absolutely horrible... The majority of employees don't wear masks... indoors... and around customers!
I came in for a simple oil change. I waited four hours in the lobby. I was originally told 1.5 - 2 hours and nobody made me aware of a shuttle service. They finally came out to tell me there was an 'incident' with my vehicle. They supposedly backed it into a tool chest and left a huge scratch on the side of my truck. I'm glad they were honest enough to admit it... This part didn't bother me so much.
From that point forward, I was treated like an inconvenience to them. The Service Manager, Tom Rogers, could not be bothered to step five feet out of his office to speak with me or return a phone call. When he finally met with me, I asked him for a refund of the oil change and he responded "so I paid for the repairs and I put you in a loaner and that's not enough?". Seriously...? Should I have chipped in for the damages? LOL
I'm not sure that anyone actually uttered the words "we're sorry" during this whole process. It was only after I spoke with the dealership manager that I got any sort of apology.
In all fairness, they repaired the damages within a few days and provided me a loaner in the meantime. I understand that mistakes happen. I was just shocked at what passes for customer service these days.