I got to the Fast Lane for my routine oil change at about 7:15 am. There were already about 10 cars ahead of me, which was no problem. At about 7:50, I was greeted, asked if I was there for an oil change, and told me it would be about 2-2.5 hours. No problem...it is what it is. About 30 minutes later, I was asked to step inside to officially sign in. The gentleman (who I later found out was Scott, the manager) greeted me by name (since he had looked at my vin#/mileage when he initially told me the wait time), handed me a printout for the oil change, had me sign it, and told me I could wait inside. I know that usually , whoever writes me up, asks which oil change I want, and if I want the tire rotation. I always go to the dealership for service, so I assumed Scott must’ve looked at my history and knew what oil change I get. No problem in my mind, after all, he already has my paperwork printed up. However, I did ask, however if air pressure would be checked, because I knew the light was on telling me one tire was low. He assured me that was definitely included. Ok...so, 2 hours, 15 minutes later, Scott came in the waiting area, and called my name, said “thank you” and gave my paperwork to the cashier. I went to get my credit card out, and said, “oh, I have this coupon”...and the cashier said, “ok, Ms.Lambert, I need you to go give that to the person who wrote you up...he needed to put that on the invoice”. That’s fine, except I’m not Ms.Lambert. Hmmm...that’s the invoice he gave her, but he called my name. Soooo...I take my coupon out to him, and told him I need my invoice, not Ma.Lambert’s. He looked, and said that my car was about to come out. So I go back to the cashier, and pay for my car, and wait for it to come out. While waiting, I noticed that the price was lower than usual, aside from using a coupon. I asked another technician had oil change prices gone down, He said no. I asked him to look at my receipt and tell me if they did a tire rotation, since that’s what I usually get...and I assumed since Scott didn’t ask me, he went off my old records in the computer and had it done. He said no, the tires weren’t rotated, and I strictly got an oil change.so, I’m a little upset...I’ve been at the dealership for 3 hours, and got just an oil chanhe, no tires rotated...and no print out or anything telling me what services I might need now or soon....but I was gonna leave it at that and go home. As soon as I got in my car to drive off, the “change oil light” pops up. So, I drive right back to service to have them adjust my panel. Ok...they do that, and I proceed to leave again. This time, my tire pressure light pops up, and the pressures on my tires were off...which tells me that my tire pressure was never checked...and I specifically asked Scott about that when I signed my paper work. And the final part that made this a horrible service experience, is that when Scott was made aware by his co-worker, that I wanted a tire rotation like I usually get (but was never asked), and that my electronic panel was not reset, and that my tire pressures were in fact never checked....he said nothing to me about it, no apology and no offer to make it right in the future.
I happen to be in the market for a new vehicle this year. I always get my routine and major services done at the dealership. And I am one who will pay extra for good service. However, if this is the direction that service is going at this dealership, then it might be time to go elsewhere.