I will start off by stating that my review is NOT for the
actual vehicle service provided to my Jeep. This is ONLY the review of how you are treated as a customer and what to expect from Lawless customer ser
actual vehicle service provided to my Jeep. This is ONLY the review of how you are treated as a customer and what to expect from Lawless customer service. My Jeep has/had what seem to be many problems, and that aside, I had a great experience initially dropping off the Jeep and feeling like they understood my problem. When it was taking a few days, I reached out to the manager, because the woman I was working with said she was scheduled to be out the next day. I did not originally see this as a problem, and so I called and spoke to the service manager. When we were talking it was as if he either never read the notes on the car, or perhaps they were not input correctly because none of the information he was asking was correct to the problems I was having. After going through in great detail with him, he said he would call me back in a few hours because with this new information, he had a few more things to look into. Well, I don't hear back from him in the few hours as a promised, and they close. After waiting and leaving voice mails (and paying for a rental car) I finally got back in touch with the service manager. He at this point told me that when we last spoke he told the employee (the one who previously said she was off that day?), to call me back the same day and come pick up my car, so it's just been sitting in the lot. He stated after we spoke he was on vacation, and did not hear my messages yet. There was nothing else they could do. At this point, I said, but you're the manager, and you told me that YOU would call me back. What about the other things you wanted to look in to? I was told I must have been confused he never said he was going to look at anything else, and it's good enough for him to tell an employee to call me back, it was her fault she didn't call, he doesn't have time to get back to everyone, and they are short staffed. WELL. Here's the thing. I don't like being spoken down to that I must not have "understood" because while I am not a mechanic, I do know that as a manager or simply as a decent human, when you hang up and tell someone you'll be back in touch in a few hours, that's what you do. End. Additionally, I know as a manager you don't point the finger to your employee. I didn't want a call back from her, I wanted a call back from YOU after YOU went and looked at my car like you said you would. How about keep your word? My car being fixed or not was not the point, I was extremely upset I paid for several days of rental car and my vehicle sat in a lot for a FULL WEEK for no reason. Also, if he was on vacation as he stated - well for one thing, wouldn't you make sure to tie up any loose ends before leaving? When I called for him, why didn't anyone mention to me that he was out of the office, when I asked for him? Also, wouldn't you mention that when we originally spoke? Something like, "I'll call you back in a few hours because then I am out for an extended period of time after today"? And lastly, as a proper MANAGER wouldn't your voice mail reflect you aren't even in the office and so people leaving messages are wasting their time? Instead I got spoken down to and "we can't change the past" and passing the buck, and every excuse in the book - including "we're short staffed". I work in health care; I'm well aware of how the entire world is short staffed. But I wasn't looking for staff. I was looking for a manager to keep his word. And I don't think that's too much to ask. I could not even speak to any managers when I picked up my car because I knew after losing money on a rental and being so disrespected that I could not get a phone call back as my car sat there for a week, there was no way I could calmly explain these problems, so it would be best to gather my thoughts and reach out to them at a later time; which I am. . . Bottom line : if my car dies in front on Lawless, I will pay for it to be sent elsewhere. I suggest you do the same. And if you want any level of service? AVOID. I am STILL upset by how this was handled.