I had to drive on a flat tire to the dealership Sunday night to get the tire replaced. The car was ready for me to pick up Thursday afternoon. It was delivered to me covered in dust and with a new dent on it. Want more? Here is the longer version:
I was quoted a tire price almost 100 dollars more than the competition (over the phone). You dealership matches prices, but I had to walk in to present a printed offer (available on the website) from the competition, to get that price. A big waste of time for me. At that time, I was told the tire was not in stock but the car will be ready tomorrow. I was already sorry, since the competition did have the tire. But hey... OK.
The next day I did not get any calls to update me. I called 3 times and no one else but the person that helped me first could tell me what is going on. And that person was never available.
Next day (Wednesday) I found the same story. I had to call to get an update. I find out the tire is in and the car will be ready sometime later. The original ticket also had my claim that the car did not drive straight new, so I wanted the alignment check under warranty. I called a second time and I am told the car is ready (why didn't I get a call to be told it's done?), so I asked if the alignment was done..... No, we forgot. After checking with the technicians, I am told the alignment machine is under repair and the alignment will be done tomorrow, or I can give up and just get my car as it is. I decided to wait another day.
Thursday, I get no call with an update. I have to call to find out. And every single time I have to specify who helped me first and there is shuffling and searching for that person. The response is that no alignment in needed. So I asked then why is the car not driving straight? The response: I don't know. I am telling you what I know. I can go ask, but take time, or you can just pick the car up. By this time I've been without a car for many days and I had to deal with unhelpful reps. I decide to pick up my car. I have points I will pay partially with.
I arrive and have to wait. The car will pulled for me. I attempt to pay with points. The manager says she doesn't know how to deal with points. Asks another rep: Do you? Nope, that one doesn't know either. Only the third rep knows. "He is our points guy".
As I said in the beginning, the car was covered in dust and had a dent in the rear fender. The manager wrote by hand on my service sheet that the dent will be fixed sometime. I have to wait on a another person to come to work. This person is the only one who knows the schedule for the "dent guy". So when he is going to be in, I'm going to get a call to bring my car in to get it fixed.
Would you ever step into this dealership? There are serious training issues that seem to be systemic. It's not just one bad employee.