Lenny Russ | Page 2

Best dealer around! After being disappointed by another dealership, we decided to give Les Stanford our business. Cory Armos has gone above and beyond expectations each After being disappointed by another dealership, we decided to give Les Stanford our business. Cory Armos has gone above and beyond expectations each time we've gone back for a vehicle. We just picked up our 3rd vehicle about 6 weeks ago amd will continue to be a customer of Cory's and Les Stanford. The service department gets an A+ from us also! More

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Worst Servicing Experience I've Ever Had I have never had such an awful experience on having my vehicle serviced. I set up an appointment over a week in advance for a brake check and check en I have never had such an awful experience on having my vehicle serviced. I set up an appointment over a week in advance for a brake check and check engine light, as well as routine maintenance. I dropped the vehicle off on a Wednesday afternoon. The service technician had to repeat back to me what was to be done on the vehicle multiple times because he kept forgetting and hadn't pulled up the appointment information I had set. Or maybe they don't have the technology to send that information from their webpage to their internal system. Either way, why even require selecting the service need if the technician isn't going to have it when I come in for the appointment? I was told they could have the vehicle back to me the next morning, and they didn't offer any other form of transportation except for a rental (other dealers allowed me to use an onsite car for overnight and even same-day repairs), which I had to pay out of pocket for. Thursday afternoon(!) I called to get an update and at that time was informed that their brake guys had mandatory training and they were running behind. They never planned on calling me to let me know! I have no idea when I would have received a call with an updated time table. I guess they just assume my life can be put on hold for their convenience. After that call, I had to wait an additional 4 and a half hours for them to finally inspect my car. At this time, it had been at their service center for over 25 hours! What's the point of an appointment if the car's going to sit for so long! A follow up call when I set the appointment makes a lot of sense now, to help with their lack of tech or incompetent staff, too bad that never happened. Then I was told that I needed new brake pads and rotors and an almost $700 job to replace a part of the emission system. That wasn't an issue, but then they told me they wouldn't even be able to start the work until Monday! And they didn't say if it could be done on Monday or not! I took my car back at this point and was charged $75 labor for the 5 minutes required to hook up the device and get the read out for the check engine light. All told, I spent nearly $180 (including car rental) for the "pleasure" of the worst customer service experience I've had in my life. To cap it off, I asked to complete the survey they had flyers and pictures for, but was told that was only for warranty work. Even on something as simple as the survey, this dealership wasn't willing to work with me. Lastly, their "door to door" directions link in the confirmation email links to a mostly blank page. *Update* On 4/4, I called the number George Brown left in a response to this review. It went to his voicemail and I made sure to leave my phone number. There hasn't been a response. *Second Update, 4/19* I spoke with Michelle, a representative from the dealership, this morning. While she was empathetic and apologetic, when I asked her why I should go back to Les Stanford over a different dealership I’ve had far superior experience with in the past, she couldn’t offer me a concrete reason. I wasn’t provided justification to give my vehicle, money, and time to them again. There was a nebulous offer of a discount if I should go back to them. She also suggested the name of a competent employee I could request. There was no mention of a refund for the car rental or the egregious charge for labor on the check engine light. I told her I would consider it, and I have. I won’t be returning to Les Stanford under any circumstance. I want them to know that Lenny has cost them a customer and I am more than happy to spend the over $1,000 in needed parts and labor for my vehicle at Dick Genthe Chevrolet in Southfield, as well as all future service I need on this vehicle for maintenance and to get it ready for resale. I wonder if the $120 or so they charged me was worth it for them. More

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Positive and Efficient Everyone I interacted with and observed was professional, courteous and efficient. The facilities were clean. The service on my car was accurate an Everyone I interacted with and observed was professional, courteous and efficient. The facilities were clean. The service on my car was accurate and timely. I had a very positive experience. More

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Uneducated and Does Not Listen I tried explaining to Lenny that my traction controls light and ESC light was coming on because of my brake lamp recall. He insisted that they had not I tried explaining to Lenny that my traction controls light and ESC light was coming on because of my brake lamp recall. He insisted that they had nothing to do with eachother and that I would have to pay $90 to get my car tested. Turns out, GM released a PSA last year saying that the TC and the ESC were 100% related to this recall. When I tried showing Lenny what I found online about it, he replied "Ok whatever, I don't care." So ultimately, Lenny just wanted me to waste my money and he knew nothing about the issue I was having and needs to be retrained in customer service and also how to figure out what the effects are of certain recalls. I will never go to that location again and I will make sure to tell all my friends not to go there either. More

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Drove over for a my first oil change on my new Chevrolet Malibu and arrived at 5PM (they close at 6PM). Tony Aguirre told me via email to stop by anytime next week and he would take care of my first oil cha Malibu and arrived at 5PM (they close at 6PM). Tony Aguirre told me via email to stop by anytime next week and he would take care of my first oil change. Upon pulling into the service area, I walked over towards 4 employees chatting about restaurants and offered me no guidance as to where I should go. I then looked around and found a door labeled something along the lines of "service writeup". I walked through the door and found several desks with PC's on them. I stood in front of the first one with an employee and said "Hi". I was given a look by this unnamed employee that did not express he was thrilled to see me. Shortly thereafter he walked off and said nothing to me. I then walked to the second desk and manned by Lenny Russ. When he finished his current work, I told him I was there for an oil change. He proceeded to tell me it was too late and that the car would need to stay overnight. I told him "no, get me the manager." He then walked out the door and did not reply to one of his coworkers who asked him a question (I believe his name was Wesley) At this point I tell him this dealership has very poor communication, not only with customers but also amongst their own staff. In the meantime Lenny returns and tells me I will be able to get my oil changed. I tell him Tony said he would take care of my first one free of charge. He tries to call him but is unable to get a hold of him. I tell him I can forward an email to him from Tony stating this. He says, "forge me an email?" At this point I am speechless. Communication is failing. Wesley tells Lenny to just take care of it, I forward Lenny the email after looking at his business card for his address. I tell Lenny I have forwarded him the email. I go into the waiting room and Mike Macdonald comes in to talk with me. I proceed to tell him this dealership is where the public interacts with GM and my interaction has not been good. I tell him from a workflow analysis point of view this place needs better defined communication. If they do not take oil changes at 5PM, put that on their voice mail message. When I called the day before the recording mentioned no such thing. Mike told me they have been really busy with the nice weather and people taking their cars out of storage. And other dealerships closing up has also increased their business. BUT this is the biggest Corvette dealer in the country and they also sell Cadillac. I told Mike this dealership needs to give top notch service - they should be a model delaership for GM. Better management is needed here. The staff seems uncaring about their customers until the customer complains. It should not be this way. If GM dealers are treating their customers this way, the next bankruptcy will not take 100 years like the last one. I hope my experience was an anomaly. I want to see GM do well but was very disappointed by my experience there today. More

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The service department was very helpfull and professional The service department was very helpfull and professional in the way my problem was taken care of. The issue I had was with the defrost system, the The service department was very helpfull and professional in the way my problem was taken care of. The issue I had was with the defrost system, the car was taken in and repaired within a couple of hours without an appointment. I also had a question about the remote start and lenny Russ printed out the answer to questions I had about the system. Thanks to lenny and Thanks to Ray Schaffer my salesman. I have been very satified with both the sales dept and the service department. More

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