My car is experiencing transmission issues, an issue that was already supposed to be resolved by this dealership 7 months ago.
Monday, I called to schedule a diagnostic appointment. The girl I spoke to, who claimed to be a part of the service department, advised me that she could get me in Tuesday however they do not have loaners available. She proceeded to tell me that the next available date they would have a loaner for me, would be Thursday. I scheduled my appointment for Thursday at 5pm.
I arrive at the dealership today at 4:45pm and was greeted by a porter in the service drive and was told to go sit in the advisor area and someone would be with me. After 10-15 minutes Ivan asks if I have been helped. I tell him no and I explained to him that I have an appointment for 5pm, and what it was for. He tells me to wait, as I see him scrambling around the service area speaking with the other staff. He returns and asked me who created the appointment. I didn't have the name exactly but thought it was Hannah, he then proclaims that she is the receptionist and shouldn't be setting appointments. He proceeded to tell me that he WOULDN'T have set up this appointment because they are extremely short staffed right now and won't even be able to look at my car until Wednesday of next week. Instead of politely asking me to come back on Wednesday, which I would have been fine with, Ivan continued to rudely tell me that honoring my scheduled appointment would be a waste of his loaner vehicle.
I tried to ease the tension by explaining to him, that although I have three other dealerships closer to my home, I made an extra effort to bring my car to this specific dealership because in my past experiences, the customer service has been excellent. His only response was to rudely tell me "how does that help me?!". At that point, I asked for my keys back and I told him that I will take it to another dealer and never return here.
Employees are the face of their companies. The way you treat your customers reflect on the business itself and how they value their customers. Ivan took his staffing shortage frustrations out on me, which in my opinion is rude and completely unprofessional.