Isn't it sad when one bad apple can mess up an amazing experience. (sorry for the novel, I am sure the general manager woud like to see this)
I received a recall notice in the mail and called in. Spoke with Jason, super nice, and he was great about setting an appointment to get it in and I asked to schedule a service while we were at it. In the mean time I found a car I was interested in and was able to schedule with Diego, in the sales department, to look at the car while I was there. Again Diego was super friendly and professional.
Morning of the appointment, I dropped the car of with Nate, he had a big smile and great attitude. He got me checked in and arranged a Uber to take me to the office. I found myself thinking, the Larry H Miller team really has this figured out.
This is where it goes sideways. I waited about a hour after what I was told to expect and decided to give a friendly, "how are things going?" call. As the service department picked up I found out that my rep was "Tony", and I preceeded to wait, got hung up on, called back (hey things happen), waited, waited waited, finally got a chance to talk to Tony. This guy has NO listening ability, none. He was so busy rambling on about how he hasn't had anyone look at my car, and how there are 15 cars in line before mine, and how there were other cars he had to put in front of mine to even answer simple questions. Never once did he offer a solution, it was all about how I didn't understand the system and so on.
Once I finally got him to stop rambling, I was able to confirm that the SCHEDULED service had not been done, the SCHEDULED recall had not been done, and the side ticky things were not going to be looked any time soon, I simply asked that he send the Uber and I would come and pick up my car. Very disappointed.
The Uber came and picked me up and as we started off in weird direction, I was able to find out that Tony hadn't bothered to put HIS dealership as the drop off point! Talk about a lack of attention to detail. You have a upset customer so you send him off to another dealership?
When I arrived, I found Tony, still with no solutions, no timelines, no effort to make things right. What a joke! As bad as I thought he was on the phone he was worse in person.
After dealing with Tony, I had to apologize with Diego that the time I had to look at the new car was gone, and realistically at that point, I didn't want to ever deal with the dealership again. Tony was that bad.
Lucky for the dealership, I bumped into Nate as I was leaving, still with a big smile and great attitude. He could tell that something was wrong, I briefly explained that the SCHEDULED work had not been done and how I was out of time and disappointed. He expressed concern, gave me his card and asked me to call him and see if he could help. Very Classy and Very Professional. As I was walking to my car he noticed that my car could use a Car Wash and asked if I had a minute if he could get that done for me. Something he totally didn't have to do, but again he, being totally classy and professional, did his best to try and make a rough situation better.
Give Nate a bonus and put Tony in place where he doesn't have to deal with customers.