Alex Murphy | Page 37

Sent this on June 4th with no reply from service manager: Good evening Alex, I am not too pleased with the recent service I experienced from your service department. On Thursday, May 29, I brought m Good evening Alex, I am not too pleased with the recent service I experienced from your service department. On Thursday, May 29, I brought my 2023 Jeep in for service because one of my tires was punctured by a piece of metal. I had a relatively early appointment with Emily Kneemiller. I had a copy of my tire warranty in my hand before getting out of my Jeep while in the service lane. As I get out, I am greeted with an awfully dirty look from who I believe was Ariel (after looking at her picture of the website). I shake my head and walk to the counter to talk to Emily. I tell her about my punctured tire that is in my trunk. I also hand her my warranty. She heads out to look at it. Somehow, Ariel gets involved and Emily mentions I have a warranty for tire replacement. Ariel scoffs and said that it doesn’t matter because “we don’t get money from it…just order a replacement.” - that was really jarring to hear. If that was my first experience with your service department, I would have assumed that your team is all about making money. Emily takes my keys and the team looks at it. She tells me that they weren’t able to repair the tire and that a replacement tire definitely had to be ordered, which was completely fine with me. I asked for my tires to be filled. Emily said the tire would be delivered in a day. I asked if I could be there after 230PM on Friday, May 30th. She agreed and said see you then. She said she’d even give me a call. Friday comes and as I’m heading home from Norfolk to Virginia Beach, I finally get a call from Emily saying that my tire was delivered at around 245PM. I said great, I’ll turn around and be there in 15 minutes. I was thinking I would get my replacement tire on Friday in the afternoon as we agreed the day before. Well, I was wrong. I got the feeling she didn’t want the service completed on Friday at all. It’s Friday, and she probably wanted to start her weekend, like everyone else would. I completely understood. I asked about getting the service done on Saturday, and she said she wouldn’t be there until Monday. I got the feeling she wanted her to make sure it was taken care of while she was there, which I understood. All she had to do was say she wanted to make sure it was taken care of herself - at least that’s what I am assuming. But there were no appointments for Monday or Tuesday available online when I checked Friday after she hung up. I finally got an appointment today, (Wednesday, June 4th), at 320PM. I show up, and it was like she had forgotten that I was there Thursday. Maybe my perception was off? I don’t know. I never once showed any frustration towards any of your employees. I just wish they gave the same respect. I got my replacement tire, but I just don’t understand why it had to take 6 days when the delivery was only a day and before close of business? Maybe that’s petty of me. I’m glad Jeeps have that extra tire because I would have been in a proverbial pickle for 6 days. I forgot to mention that, on Tuesday, June 3rd, I got a call from Dominic asking about my recent experience with the service. Was I happy with the completed service? I explained that I wasn’t and it was still ongoing. She asked me to come to see her today while my Jeep is serviced, so I do. She hands me a gas card and says even though you’re not happy with the service, please consider rating Emily favorably when you receive the survey. I planned on it because she is extremely friendly. I just felt left hanging a bit. Are we more worried about reviews instead of actually giving good service? Next time, I’m going to call Kevin Jones as he suggested, if I have another problem. He seems to be among the few who takes me seriously and is extremely communicative regardless of my baby face. Thanks, Bradley Johnson More

by Bradley Johnson Verified Customer Verified Customer

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Unable to contact anyone at this location for more than 9 business days! Left many messages!!! business days! Left many messages!!! More

by harpermarsha777 Verified Customer Verified Customer

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Good job got the vehicle repaired with no problems. Warranty applied there was no charge.. Warranty applied there was no charge.. More

by bobd8 Verified Customer Verified Customer

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Got an oil change and a brake fluid flush, Staff were friendly, job as done quick, I’ll be back next oil change friendly, job as done quick, I’ll be back next oil change More

by ccgbanshee Verified Customer Verified Customer

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Great service, friendly atmosphere. That make you feel welcomed and informed of the process from beginning to end. That make you feel welcomed and informed of the process from beginning to end. More

by ARNALDOPINERO Verified Customer Verified Customer

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A pleasure to conduct business with this group. Atrial was very good at staying connected to client on any updates. Atrial was very good at staying connected to client on any updates. More

by k5sax Verified Customer Verified Customer

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Service was quick, courteous and efficient. Staff was pleasant and very professional. Nice job all around Staff was pleasant and very professional. Nice job all around More

by gunnermac357 Verified Customer Verified Customer

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everyone was polite & helpful. they got me in and out in a timely manner. I was happy they got me in and out in a timely manner. I was happy More

by tricia Verified Customer Verified Customer

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Enjoyed the courteous, immediate and efficient service. The upgraded service department waiting area is impressive. The upgraded service department waiting area is impressive. More

by TOLIVERM Verified Customer Verified Customer

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Everyone was more than helpful, very professional. I was very pleased with how smooth everything went I was very pleased with how smooth everything went More

by tricia Verified Customer Verified Customer

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