Given my work schedule, I scheduled an oil change and tire rotation on my 2018 Dodge Challenger using Henrick's valet service, in which they pick up my car at my job, service it, and return it to me at work. What a great and convenient option for customers...in theory. Of note, my car has 9,000 babied miles and there was not a scratch on the car...it WAS in perfect condition. Hendrick picked up my car as promised and I went about my busy day at work.
Many hours later, the service advisor called me to tell me my car was ready and asked how I would like to remit payment. I told him I would like to use a credit card and was ready to provide him the number. The advisor told me Hendrick's new policy was that they could no longer accept credit card payments over the telephone...a policy I was NEVER made aware of prior to this call. Instead, the advisor emailed me an authorization form than needed to be printed, filled out, scanned, and emailed back. I told the advisor that I had no way to take these steps from my cell phone at work and expressly asked of alternative options. The advisor stated I could print the information on a word document from a computer and email that back to him. I told the advisor this was also an impossibility as I did not have access to Word on my work computers...which are ONLY to be used for work purposes for patient care. The advisor told me he could not release the car without payment and stated he was willing to stay later at work and I could find a ride to the dealership when my shift ended...and there was no other way. I didn't know what to do so I called my husband who said he would travel to the dealership to pay for the service so Hendrick could return my car. So much for the convenience of valet service.
My husband arrived at Hendrick and paid for the service, but expressed how inconvenient this all was and asked if it could have been handled differently...perhaps by notifying me at any time prior or during the oil change that Hendrick altered their payment policy versus waiting until the end. During my husband's discussion with the Service Manager, Aaron, my husband asked why Hendrick did not offer me any viable options to the Authorization Form, to which he yelled, “Did she ask for options?” (Which I did). My husband also asked why Hendrick didn’t offer to take me a hard copy form when they picked up the vehicle or when they planned to drop it off, to which Aaron scolded, “Did she ask us to do that?” My husband then asked Aaron if it was his position that it was MY fault for not coming up with my own alternate solutions to Hendrick’s new policy that I was never made aware of prior to receiving the email from the service advisor. Aaron’s very vocal response: “YES!” So Aaron’s position was this entire situation was MY fault.
It seems that Aaron believes the onus is on the customer to: 1) know Hendrick policy without EVER being told, and know when it changes; 2) abide by the policy even if impossible given work/logistics; and 3) come up with their own solutions to a problem Hendrick created in the first place by never advising of the policy to begin with. This is disconcerting to me. To top it off, my husband being yelled at by Aaron is not only rude, it’s highly unprofessional.
My husband immediately went to speak with the General Manager, Bobby Wallace, whom my husband described as very attentive and apologetic. Bobby stated Hendrick is providing the service and Hendrick should have accommodated me better vs "holding the car hostage" and simply offering to stay late and have me find a ride to the dealership…which totally negated the convenience of the valet service. Further, I should never have been blamed for this situation or asked to come up with solutions. Bobby again apologized for not only the payment issue but also for Aaron's rude and inexcusable behavior.
Hours later, Hendrick returned my car to me. I was given my keys and immediately went to look at the car as the Hendrick employee got into another vehicle and left. Upon completing a walk around of my car, I noticed new damage to the edge of my front right wheel that was NOT there when Hendrick picked up my car earlier that day. The damage to the wheel was new damage as evidenced by the fact that I KNOW the damage was not there prior, as I stated this car was in immaculate condition, and the fresh tire treatment (Armor All or the like) was wiped off at the spot of the damage...had this been prior damage, the tire treatment would not be missing from the precise location of the damage. As such, it is clear to me that the damage occurred between Hendrick and my job. I took photographs and sent the photos along with an email to Bobby Wallace, the previously mentioned General Manager. It's been two days and I have not received any reply to my email, not even an acknowledgement that I sent the email.
This has been a horrible experience. The convenience of valet service was NOT convenient; my husband was subjected to rude and belligerent behavior by the Service Manager; my car was returned damaged. Needless to say, I would NEVER recommend Hendricks and I will not be returning to this dealership for future purchases or service of any kind.