Elise Schaaf | Page 29

Poor service, incompetence or something else? This is not my first experience with poor service from a Jim Ellis service facility. In 2018, I took my GMC Yukon to the GMC dealership because my le This is not my first experience with poor service from a Jim Ellis service facility. In 2018, I took my GMC Yukon to the GMC dealership because my left rear tail light intermittently goes out. While I was there having that inspected I had my REAR brakes checked and wanted a quote to replace. After waiting for hours, my service representative said the vehicle was still being inspected and offered me a rental car for the night. I accepted. The next day I called to check on the status. They said they were unable to find the problem with the light but were working on my brakes. I reminded him that I only wanted a quote for the brakes but he said they were almost done replacing both the front AND the rear. I asked him if he had inspected all of the brakes. He said that they had inspected them all and that all needed to be replaced. I told him that was odd since the front brakes HAD JUST BEEN REPLACED A FEW MONTHS EARLIER. After an awkward silence, he asked where I had them replaced. I told him my local Firestone. He then said that they don't use the same quality pads and asked what material was used. I told him that I had no idea. After a lengthy discussion, I finally agreed to the cost of the rear brakes - although it was higher than I would have paid from Firestone. More recently, I had a transmission problem with the same 2015 Yukon. I had 94,000 miles on it at the time so 6,000 miles left on the warranty. My service representative said that it would take 3-4 days to repair and that they would provide a rental car. He said that they needed to perform an inspection on the vehicle to confirm that it was under warranty so they needed to start the rental as a self-pay but would reimburse me once the warranty work was approved. I agreed. He was to call me that afternoon to confirm the warranty work and coverage of the rental car. I never heard from him. I called him the next day to confirm, had to leave a voicemail message but never heard back., Over the course of the following WEEK, I called the service department 4-5 times to speak with my service rep. I left multiple voice mail messages, even saying that I assumed that all costs were covered since I had not heard back, but received no callback. AFTER NINE DAYS, my representative finally called me back and said they still needed a few more parts and time to work but that they would cover "a few days" of my rental. I told him that was completely unacceptable since it was my understanding that they would be completely covered. He told me that he would need to speak with his manager. I told him that I had to go out of town for work the next day but would return the car before leaving. At that time, I also talked to Elise Schaaf about the extra charges and she said that Brandon Colon would need to make the call on reimbursements. I told her, given the circumstances, that anything less than full reimbursement seemed unreasonable to me. Upon returning to town, I was able to pick up my car FIFTEEN DAYS after dropping it off. (To be fair, I think the car was ready the day before... 14 days after I dropped it off.) I spoke with Brandon Colon about the issue when I picked up the vehicle. Elise Schaaf confirmed with Brandon my side of the story - as best she knew and nothing was disputed from their side. They apologized profusely and Brandon indicated that he was very upset (emotionally) by the situation. I appreciated that. As it stands today, I have paid $496.69 for the rental car. I have received a $159.82 credit and Brandon said that he is working on the balance. That was at least a week ago (maybe 10 days?) but I have not heard anything. One final note... When I picked up my car, I asked about the warranty of the work. My representative said 1 -2 years. I pressed a bit and asked how long. He said 12 months. I asked if that was in writing anywhere and he said no. I said that it didn't sound much like a warranty and he indicated that I should just bring it back if I have any future issues - NOT LIKELY!! I am tired of following up with them and hope this review sparks some additional urgency on their part. The VERY odd thing to me is that listening to their "on hold message" (which I have heard A LOT), they talk about treating customers like family and wanting to make sure that everyone receives great service. So far, I have not seen evidence to back up the words. On the good side... Lisa (the VERY nice lady at the switchboard) was extremely nice and even went to try to find my service representative several times when I called during the first week!! I do greatly appreciate her efforts!! More

by Mark B Verified Customer Verified Customer

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Awesome service Great service, however I had to wait 5 hours to get my car done. I loved there was shuttle service. The cleaning inside the car wasn't really good. Great service, however I had to wait 5 hours to get my car done. I loved there was shuttle service. The cleaning inside the car wasn't really good. More

by JMUCHAVES Verified Customer Verified Customer

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Vlad is a fantastic advocate for the store. The service manager wend above and beyond to be sure I was kept up to date. on the progress of my recall. best of the bestj Davud The service manager wend above and beyond to be sure I was kept up to date. on the progress of my recall. best of the bestj Davud More

by BOWENTRADEGROUP Verified Customer Verified Customer

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Delitfeul Experience Service advisor Robert was definitely friendly. He was hilarious. He has a great since of humor. He was also knowledgeable of what I was there for Service advisor Robert was definitely friendly. He was hilarious. He has a great since of humor. He was also knowledgeable of what I was there for and the service was completed within an hour.. Elise was kind and friendly she scheduled my appointment. More

by felicia.tutt Verified Customer Verified Customer

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I’ll drive to North Point next time Elise was very nice and professional. The gentlmen sitting next to her was not so nice. I could tell that he did not particularly like her, which sho Elise was very nice and professional. The gentlmen sitting next to her was not so nice. I could tell that he did not particularly like her, which should never be evident to the customer. The cashiers were less than friendly. Did not speak at all, just reiterated my total and took my card. Very little eye contact (both were on their phones when I walked up). I’ll just drive from Buckhead to Northpoint from now on. More

by JONATHAN.D.HOUSTO Verified Customer Verified Customer

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Car Wash and Wax Everything was done on time and well. I was driven to my temporary way station and promptly picked up by the shuttle and returned to my car which was Everything was done on time and well. I was driven to my temporary way station and promptly picked up by the shuttle and returned to my car which was done and ready. More

by GAILSHATTAH Verified Customer Verified Customer

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Great service I've been going to this dealership since 2010 I've never had a bad experience,I have referred many people to this dealership and they are all as pleas I've been going to this dealership since 2010 I've never had a bad experience,I have referred many people to this dealership and they are all as pleased as i am. This is a very caring and excellent dealership.That's ran by Mike Powell and staff member More

by HARDWELW Verified Customer Verified Customer

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Great Experience The process of getting my car was smooth and quick. I think it took less time then last time which is a plus for me. The process of getting my car was smooth and quick. I think it took less time then last time which is a plus for me. More

by TONY_2FLY Verified Customer Verified Customer

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Elise S. and Vladimir K. Elise was very prompt and knowledgeable. When you come to the dealership you expect the absolute best. Elise checks all the boxes. I've been to 2 othe Elise was very prompt and knowledgeable. When you come to the dealership you expect the absolute best. Elise checks all the boxes. I've been to 2 other sevice centers and this has been my best experience so far. My first experience was the absolute worst. The only thing i remember was spending $3,000 and my car not working, and Vladimir. I was very upset. Vladimir explained, sometimes things happen, but he would do his best to rectify the situation. Throughout our conversation he listened and later apologized. I remembered Vladimir from our conversation 9 months prior. Vladimir is a valuable service member. Elise and Vladimir are the reasons why i will continue to bring my vehicle to your service center. I have worked with other service members but i don't remember their names. These 2 members stood out. Thank you. More

by cbenjamin80 Verified Customer Verified Customer

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Good overall My initial visit was not as pleasant as the last, I give a bad review of an associate that should not have received the review (Sueann Tarano). Unfort My initial visit was not as pleasant as the last, I give a bad review of an associate that should not have received the review (Sueann Tarano). Unfortunately I did not get the name of the person that I dealt with after my initial contact with (Sueann who was very pleasant). This person did not give me any information other than part is bad the a cost of repair, no lets see if under warranty,we can do this, bring back or callback nothing and on top of that he had my paperwork in hand an I still waited over an hour to checkout.When I returned to drop the car off for repair Robert Sigman was the person I had contact with, he was rude nasty attitude, keep telling me I didn't have an appointment, I just can't bring without an appointment,even after I told him who made the appointment still attitude so I said "Sir if you turn around you'll see my name on the board." I didn't escalate as I was receiving treatment for cancer and was not about to upset myself more than I was. Overall awesome service center, Sueann very nice person More

by BROLEE Verified Customer Verified Customer

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