Michael Richardson | Page 17

Frustrated, Ticked off Dropped car off at 7:50 for an 8:00 appointment. Check engine light was on. Asked if I was going to wait, I said no and used the shuttle to get hom Dropped car off at 7:50 for an 8:00 appointment. Check engine light was on. Asked if I was going to wait, I said no and used the shuttle to get home. I was told by the service rep that she would call as soon as they had some idea what was causing the warning. At 11:40 (almost 4 hours after I dropped the car off) I called to check and was sent to voice mail. Hearing nothing, at 1:48 I called and again was sent to voice mail. Still hearing nothing at 2:45, I again called and this time the service rep answered the phone. She asked me what she could do for me. I said the same thing that was on my previous two voice mail messages. She told me she was very busy and had not had a chance to check her messages all day. So I proceeded to ask what she found out about the "check engine" light. I was told that my vehicle had still not gone into the shop. I asked why almost 7 hours after my appointment my vehicle still had not gone in the shop. Her first response was that my 8:00 appointment was nothing more than a "check in time" and really had no bearing on when my service would actually be done. That there was a computer dispatch system that determined when vehicles went in based on various criteria which included, among others, if a customer was waiting. Since I was not I was lower priority. Apparently appointment time was not a criteria. (my assumption, not her words). So I asked her what I should expect regarding when my vehicle would be serviced. Her response, "probably tomorrow". Probably? No commitment , just a probably. I asked to speak with the Service Manager. When he called me back, he apologized and explained that he was short techs and they were behind. I asked him how many other appointments for that day were not met and was told 9. I should have asked how many of those 9 were scheduled for 8:00 am. We ended our conversation with him promising to have an answer to me by 11:00 am the next day. At 10:45 I received the call and we decided on a path forward with the vehicle and by 3:00 the service was complete. So what have I learned from this experience? I've learned, after 55 years of car ownership, that a service appointment is a commitment on my part but not necessarily on yours. Bring it in at your "check in time" and maybe we'll get to it today or if not, probably in a day or two. Next I learned that I should always wait with my car. That seems to warrant a higher dispatch priority with the computer. Also, I learned not to leave a voice mail with your service techs. 3 hrs after I left my first message, it still had not been listened to. Don't tell me that they are busy and get to them when they can. Not checking voice mail all day may be acceptable practice, but it is poor customer service. I said I would recommend this center. Reluctantly. From the vehicle service side, I was very satisfied .From a customer service aspect? Initial communications were non existent. If I had been told when I "checked in" that the vehicle may not go in until late that day or tomorrow, I would not be writing this review. If I had received a call or a return call back after my first voice mail, I would not be writing this review. Once I spoke to Mike Richardson, everything improved. However, at that point I was beyond frustrated. Good customer service is easy when everything goes right. More

by FFALATEK Verified Customer Verified Customer

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Always a great experience The staff is always friendly and service is provided quickly Tv in waiting area is great because you sometimes want the team to take longer so you c The staff is always friendly and service is provided quickly Tv in waiting area is great because you sometimes want the team to take longer so you can finish watching your show Lol More

by SLSWINDLE Verified Customer Verified Customer

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Recall Notice The dealership was more than accommodating on getting the recall taken care of and also were very pleasant to add an oil change and tire rotation that The dealership was more than accommodating on getting the recall taken care of and also were very pleasant to add an oil change and tire rotation that I asked to be done while I was there as an add on at the last min. "with no problem except to say we can do that , no problem". More

by JOHN@TITLECORP.NET Verified Customer Verified Customer

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Quick oil change I was late. They seemed very busy. Still changed my oil in under 45 minutes. They did even try to upsale me anything. I’m still not sure whether it ev I was late. They seemed very busy. Still changed my oil in under 45 minutes. They did even try to upsale me anything. I’m still not sure whether it even happened or I hallucinated the whole thing. More

by CLAIREMONET2008 Verified Customer Verified Customer

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Awesome service staff Have been a customer at this dealer for almost 40 years. Always use the sale sales person and always drive across the city for service, even though t Have been a customer at this dealer for almost 40 years. Always use the sale sales person and always drive across the city for service, even though there is a dealer within 5 miles. I got to my appointment 45 mins early and Jake wrote me up right away. Every treats you as a member of the family so it feels like a reunion . More

by PWARD29 Verified Customer Verified Customer

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Door latch Found problem to be factory problem with bad door latch,replaced at no cost to me,and done in a timely manner with no additional problems. Found problem to be factory problem with bad door latch,replaced at no cost to me,and done in a timely manner with no additional problems. More

by TDZIADUS Verified Customer Verified Customer

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Service as promised... Appointment was on time and they did a great job in the time they estimated. Very prompt and professional. Great place to wait- clean, tv, coffee, tea Appointment was on time and they did a great job in the time they estimated. Very prompt and professional. Great place to wait- clean, tv, coffee, tea, and water! More

by LAURENEHOUSEHOLDER Verified Customer Verified Customer

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Outstanding service We have purchased several vehicles from Orange Buick GMC 6 in the past few years. Meron has always been wonderful to work with, the finance department We have purchased several vehicles from Orange Buick GMC 6 in the past few years. Meron has always been wonderful to work with, the finance department works very hard to get you in and out the door so you can spend time enjoying your new vehicle. I will continue to buy our family vehicles from Meron and Orange GMC More

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Service on Yukon Everything was fine except I was told it was going to take 1-2 hours. So I waited at the service center. After 3 hours I was told it was going to take Everything was fine except I was told it was going to take 1-2 hours. So I waited at the service center. After 3 hours I was told it was going to take an additional 4 hours to fix, then was offered a ride home. I wish i had Known earlier so I didnt have to waste so much time sitting around. Otherwise everything was good. More

by blondex227 Verified Customer Verified Customer

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VETERAN APPRECIATED TREATMENT I WOULD LIKE TO THANK THE SERVICE STAFF AT ORANGE BUICK FOR THE EFFICIENT SPEEDY SERVICE DURING MY REGULAR SCHEDULED OIL CHANGE VISIT FOR MY 2017 BUIC I WOULD LIKE TO THANK THE SERVICE STAFF AT ORANGE BUICK FOR THE EFFICIENT SPEEDY SERVICE DURING MY REGULAR SCHEDULED OIL CHANGE VISIT FOR MY 2017 BUICK ENVISION. CODI, MIKE & BILL GREETED ME, LISTENED TO THE EXTENDED REASONS FOR MY VISIT, THEN ASKED IF I WOULD BE WAITING FOR THE VEHICLE. I WAS INVITED TO USE THE WAITING ARE FACILITIES AS THEY ATTENDED TO MY SERVICE VISIT. I ENJOYED TALKING TO RITA THE RENTAL AGENT FOR THE DEALER WHOM I HAVE CHATTED WITH ON PREVIOUS VISITS. I DIDN'T HAVE A LONG WAIT. MY VEHICLE WAS QUICKLY SERVICED & INSPECTED INCLUDING NEW WIPER BLADES INSTALLED BECAUSE OF THE COUPON I DISCOVERED WHEN I SCHEDULED THE SERVICE ONLINE. THIS VETERAN THANKS THE ORANGE BUICK SERVICE DEPARTMENT FOR THE GREAT TREATMENT, More

by MILLETT_JIMMY Verified Customer Verified Customer

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