Jackie Whitehead | Page 2

Outstanding service period. I recommend them to all for their quality and customer support and car care. I recommend them to all for their quality and customer support and car care. More

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I started my inquiry about a part being extended until my extended “full” Coverage warranty in mid September. Instead of a phone call I get an end of day text message saying it needs to be brought in to loo extended “full” Coverage warranty in mid September. Instead of a phone call I get an end of day text message saying it needs to be brought in to look at. Next day, since we are now on text message basis I send pictures of the issue at hand. Traci responds again and says the following: Let me send these over to the warranty administrator and see if this is covered and we will go from there. --Traci Migliaccio Chapman Ford Lincoln One week later I respond, asking for an update. And traci response is: Let me look into this I do not think she ever got back to me. --Traci Migliaccio Chapman Ford Lincoln I reply again, one week later asking for an update. I get the following response: I need you to make an appointment to bring this in, there has to be an inspection done in person for this as well as an open repair order to even submit it. What I have seen, it seems like a coverable issue but there is only so much that can be done through a photograph. please contact our scheduling department to make the appointment. Have a good rest of your day. --Traci Migliaccio Chapman Ford Lincoln This last message was sent October 6, we started talking 9/20/2023. I have a busy job so I make an appointment to get an oil change and tire rotation along with Traci suggestion. Based on her text messages theres hope it may be covered? That’s how the text read. I mean we are on a text basis. My appointment is on 10/30 9:30a for a wait in appointment. I get into the service center and after standing for a minute or two a gentleman tells me to go inside. Rob greets me and o tell him I’m a wait in and upsells me on my 90k mile suggestion and tells it’s a 2-hour wait. Not happy about that I pay for the Lyft home. If I opted to just stick to oil and tire rotation it was still close to two hours, certainly could improve on this. I ask about the tires being covered and Rob immediately shoots me down. That’s not covered by extended warranty, I explain to Rob I spoke to someone when I called in that I need to bring it in to see if it’s covered. Rob’s, very quick defensive response was they only book the appointments they don’t know the information like we do. With that rob deflects and says let me go get your car checked in and I’ll be right back. Since I had a moment I went back to my text messages where I found the text thread and when he came back in I mentioned the person I spoke to was Traci. Being my luck, Traci was sitting two desks away from Him and she interjects saying she remembers that conversation but someone didn’t get back To her. Rob corrected her and says that is never covered and Traci response was oh I didn’t know. At this point Traci walks away. Annoyed I get my Lyft and leave. When I return I get my vehicle I’m escorted to the cashier line where I’m 3rd in line and Rob’s response about the experience is “understood.” As I am with the cashier she hands me a paper survey. I give low remarks and say nothing to her but hand it back to her. She sees it and quickly moves it to the side in the hopes to avoid a conversation. I get my key and I happily leave. Let’s understand the take aways here: - Traci texted me instead of calling me back - Traci failed to follow up with customer - Traci failed to simply show empathy and apologize to customer when opportunity presented itself - Traci failed to take the time and simply turn to a co-worker to ask the question to get an answer. Clearly I just needed Rob to take the initial inquiry. - Rob quick to shut down customer - Rob quick to make excuse instead of letting customer finish - Rob did nothing to resolve the issue of poor customer service - cashier couldn’t be bothered to escalate to a manager. You guys have banners up bragging about your customer service but it’s absolutely horrible. I only went to you guys because I was advised too. Getting an oil change is inconvenient at Chapman. More

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Easiest car buying experience ever! ! Repeat customer of Jackie at EHT dealership love their service department also!! ! Repeat customer of Jackie at EHT dealership love their service department also!! More

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The mazda dealership is beautiful. Very astecticly decorated. Clean and bright. The WiFi connection was great, also. Very astecticly decorated. Clean and bright. The WiFi connection was great, also. More

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