My car experienced a major malfunction on a Saturday evening. I called about 20 minutes before the service department closed and told them to expect it Monday morning because I would have to tow it to their location that night. An appointment was made for 7am on Monday morning and I received an email confirmation stating such. Monday morning came and I did not receive any information regarding my vehicle. I called at approximately 11am and was told that the technicians do not arrive to work until 8am and that no one had looked at my vehicle yet. Sean was the service rep in charge of my vehicle and he was unavailable to discuss a timeline to expect any progress on my vehicle. The young woman on the phone was very curt and treated me as if I were an annoyance. She claimed that Sean would call me back as soon as he could so I hung up and waited. No call came the rest of that day and the service department closed early without diagnosing my vehicle or contacting me. I called the following day for an update and again received the runaround being told Sean was not available or just simply being ignored and allowing my call to go to voicemail repeatedly. I did not receive a call back from Sean until he left me a voicemail after 5pm, and even then he had no idea what parts were needed or how long they would take to receive them. I immediately called back only to be brushed off again as before. Finally on Wednesday I got through and spoke to Sean for the first time about my vehicle. He explained that they ordered the parts and they should arrive by Friday and that the repair was expected to be complete on Friday afternoon. I waited until Friday and did not receive any update about my vehicle. I called around 11am to confirm the parts were in and my repair was proceeding as expected. I was told the parts were still being checked in and they would have no way of knowing until that happened. I hung up the phone and waited again. Around 4pm I had still not received an update so I called yet again. After finally getting in touch with a person instead of being transferred to voicemails I was told my car was not ready and, in fact, had not even been touched all day. They assured me it would be completed on Monday but offered no assistance in the form of a loaner or rental vehicle for the weekend despite the delay. Finally on Monday my vehicle was completed. When I finally got my vehicle back it was covered on the driver’s side exterior with oil spots like it had been sprayed across the entire car. Only after asking what it was did they offer to run it through their courtesy wash for me.
This experience was probably the worst example of customer service I’ve ever experienced at a car dealership. Not only did the service department rarely answer their phone, but they failed almost entirely to return phone calls or provide adequate updates about my vehicle. This wasn’t just the case with the service department as well. After the second day of being ignored and getting no information about my vehicle, I asked to speak to the service department manager. I left him a message with my contact information and he failed to return my phone call or even acknowledge it in any way. Scott needed up helping more and communicating with me more during an oil change the previous week, and TJ agave me more useful information than Sean did and he wasn’t even in charge of my vehicle. All in all it causes me to question the quality and reliability of the work done on my vehicle when the service department is run in such a pathetic manner. I would have called to speak to the general manager because he deserves to know how poor his entire service department is operating, but I probably would just get his voicemail and never get a reply.