High star ratings could be true. - nkotbmd
High star ratings could be true. I won't dismiss them. But it all depends on context. I am giving ZERO stars to Steve the service manager and potentially Karen Palacio for an inability to be professional and communicative. Trust the low star ratings from others. They are not wrong based on my experience today, 01/19/26. I even found one post that had a similar experience, posted 8/20/25. I had brought my car in a few weeks ago. I had been texting with Karen since then. When I brought my car in this morning our interaction had been very pleasant and she was helpful as she had been. Our pleasant rapport had been now established. I say this because of what's to follow (with my eventual bewilderment). When I received my car back about 90 minutes later communication broke down. She simply was returning my car. When I asked "How can that be?" she didn't understand why I would be asking the question. Not only did she not understand plainly but she did not understand because she did not even review the technician's video (the tech makes a video of his findings that is texted to the customer). After I let her know there were a few inaudible moments she herself said "I don't even know, I didn't watch it." No attitude, but nicely. Regardless, how can you be an ADVISOR and not go over EVERYTHING with the technician so that you have a full understanding in order to communicate effectively with the customer?? I don't know why I have to say this but the advisor is the go-between. The person that communicates the issues, the fixes, the costs, etc. It's like she said here are your keys...and then crickets. The issue was extremely straightforward forward - when the shifter is IN park the car would throw an error message saying the car is not in park. The technician on his video noted he could not reproduce the error message AFTER he took the vehicle on a road test. I told her, mind you not asking, but stated, but not rudely or disrespectfully "how could that be? why would it? When the car is in drive there's no reason for it to throw the message" I said this without attitude, without disrespect, just matter of fact. NORMAL conversation. She got up and said "let me see what's going on". I was happy she was looking into it. To my utter disbelief but even more so confusion she came back with the service manager Steve. But I thought he was another tech that was also going to be helpful. He said I'll take care of this and walked away. Again, very happy. But he came back quickly. He told me his name and his role. I innocently reached out my hand to shake his hand thinking he came out to expedite with the tech why he would take the car out on the road. He said "I'm not shaking your hand". He abruptly stopped any interaction and essentially said "we're not going to continue, I don't like the way you were speaking to her." I was absolutely dumbfounded, confused, stunned, and ten other adjectives on their response. I don't know if Karen was the problem, if she went to complain, it all happened too fast. But Steve is a joke of a human being. I was unequivocally respectful and a gentleman and ANYONE could see that in the department based on my, all beit short, interactions, with Tom, the gentleman in Parts, the receptionist. So, there are only a limited number of plausible explanations: a basic failure to communicate, an inability to correctly process clear visual cues, or an extreme sensitivity disproportionate to the circumstances, aka thin skin. What is not disputable is that the response itself was illogical and deviates from what any reasonable observer would consider normal. They were unprofessional. They were simply children. I don't know if the tech is incapable of diagnosing my issue and they could not offer a resolution so they made me the scapegoat. After all, the tech did not diagnose correctly. Open the dang door and the error message is BLANTANLY BEEPING. First hint right there! Plug in your ODB and you have your codes right there. THEY WON
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