There were some communication issues at the beginning of - Jarvis
There were some communication issues at the beginning of the repair process involving Anthony and Savanna. In my opinion, I did not receive updates from Anthony in a timely manner, and when I contacted the receptionist for an update after my vehicle had been in the shop for approximately three days without any information regarding the diagnostic testing, I was made to feel as though I was bothering her.
I understand that businesses can get busy and employees may have difficult days, but customer service is an important part of the experience. Customers should still feel comfortable calling for updates and asking questions about their vehicle without feeling like they are creating an inconvenience.
Fortunately, Ryan Cooper, as usual, was very helpful. After I went to the location on Saturday and spoke with him directly about my concerns and how the process had been going, he made me feel much more at ease. From that point forward, it seemed like communication improved and things began moving more quickly.
My vehicle has now been repaired, and from what I can tell so far, the repair appears to have resolved the issue. I appreciate Ryan’s assistance and the way he handled my concerns. My main recommendation would be to improve communication and the overall customer service experience during the repair process, especially when customers are waiting several days for diagnostic information or updates.
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