Abe Lopez | Page 11

Unresponsive, Arrogant, Uncaring Service Staff Almost a week ago, I made an appointment for 11:30AM - Tuesday at your service department. I arrived early, maybe by 15 minutes. I pulled into your se Almost a week ago, I made an appointment for 11:30AM - Tuesday at your service department. I arrived early, maybe by 15 minutes. I pulled into your service bay. I was the only customer there. I waited, and waited and waited while your so-called professional service reps. finished their discussion about who was going to win the next Superbowl. They ALL noticed me pull in and they ALL made eye contact with me sitting in my truck - awaiting check-in. None of them felt any obligation to say hi or check me in. But hey, I get it - I'm just a customer who's bought about 5 vehicles from Steve Landers over the last decade - but - hey - my time is surely not more valuable than their discussion about the upcoming Superbowl. So finally someone reluctantly comes over to check me in and directs me to someone else, inside. As I walk in the door, again, I'm the only one there, with 3 service reps. behind the counter, and I wait, and I wait for someone to acknowledge my existence. Finally one service rep. reluctantly breaks away from what he was doing to - check me in , you know, it's called "doing his job!" And what do you think the first words out of his mouth were? Not hello, how ya doing - not can I help you - the first words I hear is "we are really backed up today!" So I guess it just doesn't mean ANYTHING to your crew that I had a scheduled appointment. Does not matter because, even if I rescheduled my entire day to be at your shop at 11:30AM - it just does not matter. I get it. You want EVERYBODY to just drop off their vehicle and leave because obviously your service crew does not know how to manage time. So I leave the service area and have a seat in your WAITING room. Appropriately named, WAITING! I was there nearly three hours for a simple software update on my truck that should not have taken more than 30 minutes. Never once, not one time, did anybody from your so-called professional service center come to me with status about my truck. It's like I did not exist. So I was forced to chase down a service rep, (kind of like herding cats), they all seem to run in different directions when approached for fear of having to actually do some REAL WORK! But I finally cornered one and asked for status. Reluctantly, this service rep agreed to check on my truck. 15 minutes later a different rep actually approached ME, and said, and I quote, "we have no idea when your truck will be ready as there's a problem with our diagnostic equipment." "It'll be ready when we find the problem." Would have been nice to have been notified of this problem 2 1/2 hours ago so I could have just rescheduled. But no. I don't exist. So I've already been sitting for about 3 hours and I'm now I'm looking at an indefinite time frame. So in complete frustration I requested that all work be stopped on my truck and have it returned to me in the exact condition I left it. So in another 15 minutes I was told my truck was "ready!" I was asked to sign your warranty work sheet, which I did and on it, your rep clearly tried to lay the BLAME ON ME, for your crew's inability to correct my truck's issue by stating that I had "2 devices plugged into one DC outlet." REALLY? When has that EVER been a problem. NEVER! And my truck was NOT delivered back to me in the same condition I left it. All my devices were unplugged and left hanging and my fasteners that held down the wiring was removed and not replaced I could go on but the bottom line is that I was treated badly by your dealership. It was the worst service experience I've ever encountered. Your staff are comprised of inconsiderate incompetent jocks that are more interested in talking among themselves than communicating with waiting customers So you've lost a long and loyal customer, and probably two others that had been waiting (in the dark) like me, since 7AM that same day. They overheard my entire story. They were even more disgusted than me. But I really don't think you care as you must have more business than you can handle and you probably don't care if you lose a few customers like me who buys 5 vehicles in 10 years and complains when they're mistreated. So good luck with your failing customer service. I will surely spread this story via every social media outlet I can find and personally with every friend and family member that may consider visiting your showrooms. I'm am completely DONE with Steve Landers dealerships. More

by coffeethecat Verified Customer Verified Customer

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