I cannot believe how horrific my experience here was. - campb2ce
I cannot believe how horrific my experience here was. The week before Christmas, I took my car in for an engine light and rattling sound that had been going on for a few days prior because our service warranty stated to do so (always ALWAYS get the service warranty). I provided the service contract and information, expecting a claim to be filed whether or not there was something wrong. That evening, I was told the check engine light was just the car's computer needing an update. When I inquired about the rattling sound coming from the engine, I had to insist that the car be taken for a test drive (which was flag number one) and explained I had heard it as I drove the car to the dealership that day. The following morning I was told there was nothing wrong and they heard no sound and I paid $165 just to have it looked at. As I turned the car on to leave, I clearly heard the rattling sound. I should have gone back in right then, but instead drove home.
Two days later, my partner informs me he couldn't even make it halfway to work because the car was shaking and multiple sensors were going off. We live a couple of miles down the road from Briarwood and the car made it a half mile before breaking down and needing a tow. I contacted the company in charge of my service warranty and discovered that a claim had NOT been filed for the original inspection. The service worker was shocked to see me as I walked in with my towed car and continuously claimed he didn't hear the sound (something he continued to do).
It took FIVE weeks for our car to be fixed. The entire engine had to be replaced (a $6,000 fix that the service warranty thankfully covered). At every step of the process, there was a delay or a problem and an excuse. While I understand it was the holidays, there is no excuse for how long it took. We were promised an estimate on a Saturday after the car was towed to the shop on a Thursday and didn't hear anything until we called on Tuesday just to give you an idea of how poor the communication was. Further excuses lead us to contact the salesperson that sold us the car at a different dealership just to help us get Briarwood to do their job. Constantly, my partner and I were told we'd get a call on "x" day, and then we'd hear nothing. When confronted about the situation and how we felt our car should be more of a priority because of the unbelievable oversight by them and this service worker specifically, he condescendingly told me "every car is a priority".
We've spent $1,000 on car rentals and have struggled throughout this entire process as this was our only vehicle (which they were entirely aware of), every update the last two weeks was "it should be ready" followed by "we don't have the parts and need to order".
After five weeks, we finally picked up our car today and two hours later, drove down the street to the grocery store only to hear a new and concerning rattling sound. This entire ordeal has impacted every part of my and my partner's life from our finances, mental and physical health, and our careers. And we're still dealing with this.
I rarely write reviews and imagine this will be taken down at some point, but I will not let this horrible experience go unheard. I truly cannot recommend you go somewhere else enough. The incompetence and unprofessionalism are unmatched. When a fellow dealership warns you to never go back, that says a lot.
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