Short and sweet I took my vehicle there for service on March 26th. I picked it up on April 27th. They not only took a month for a simple 10 hour repair, but managed to add in a new exhaust system (uneeded) and charge me $547.00. They held my car hostage for a month and managed to get some money for a warranty enhancement. Multiple lies. A technician told us he wondered why they ran it out here so fast and put it up on the lift, when we called that a friend was stopping by to get something. They were going to finish it up over the weekend ( 3 weekends later). "They didn't stop working on my vehicle, they were waiting for parts" (which the service lady said they received the first week. They had to drop the whole motor to work on it because they didn't have a certain tool (what kind of dealership doesn't have a tool?) It had a half of tank of gas when I dropped it off. Full on E when I picked it up. When I picked it up, still a rattle (did you even test drive it when you fixed it?) Did they give it out as a loaner? On a personal note, I had to stop and take a shower at an hourly motel to get the smell of 5 carton a day service manager off of me.
How could you improve? If you know you don't have staff just say it up front. Don't make up lies to cover your other lies. Don't say your working on it when you aren't. Just be honest. 2nd, fire Brad immediately and replace him with Amanda.