I purchased a vehicle from this dealership around one and a half years ago. It was a pleasant experience and I was satisfied. I bring the vehicle to this dealership for service, every 5000 miles, as per the maintenance plan. The first year, it was a great service experience. Everyone was pleasant and organized and thorough. Many of the same people behind the customer service counter each visit.
Within the past several months, my service experience has declined. I never see the same people behind the counter and they are not organized and there's minimal courtesy. They used to go the extra mile. Not anymore. It just seems like every other business now, in it for the money. It's a shame, I used to enjoy coming here.
My latest service experience was the worst yet. I tried to order some parts through the customer service department and set up an appointment to have them installed. The service representative had to find out about the parts and said someone would call me back. I never received a call back. So 2 weeks later I called the parts department to order the parts and I set up my own appointment. Once I arrived, I explained the situation to the gentleman behind the service counter and he informed the parts were onsite. When the service representative told me my vehicle was ready, he said there was an issue. After all the work was completed, the new parts I ordered were not installed. So I had to wait several more hours for the work to be redone and the new parts installed.
After every service visit, I receive an email from the dealership asking for feedback. The one I received after this visit, again demonstrates how things have declined. It was sent by person #1, with a subject line naming person #2 wants feedback, and the signature at the bottom was from person #3. Seriously? Three different names in the same email. Who is actually sending me the email and who should I be responding to? These are simple details, if you can't get them correct it really makes me concerned about the quality of the work being performed on my vehicle.
In the past, this rating would have been 5 stars. Lately it's dropped to 3. I would have rated this last visit a 1, but since the final outcome was acceptable, I gave them a 2.