Phil Holland | Page 2

Their service department is the worst in town. My partner dropped off his car Sept 6th. and was told the parts would be available in 2-3 days. He was given a quote in excess of $3500 and after a My partner dropped off his car Sept 6th. and was told the parts would be available in 2-3 days. He was given a quote in excess of $3500 and after a week, there were no updates. He called Tre Preston, the service advisor assigned to him and was told he was with a customer and would call us back. Once a week my partner called and tried to get an update and was either put on hold or simply told that Tre Preston was unavailable, on lunch, or with a customer. If it were me, I would have called every day. We finally went in person on Sept. 26th. and Tre Preston didn't even acknowledge our presence. He also had another irate customer with him so I'm sure his hands were full. After waiting for a while and obviously getting jerked around we finally met with the Service Manager Phil Holland who seemed surprised to learn that it had been so long with no updates. He seemed taken aback by the whole situation and calmly reassured us that he would get his best mechanic/foreman on the job to ensure that estimate and subsequent repairs would be correct. He said he would call us in a couple days; he took down my partner's number and never called us. In hindsight, Phil is a very good actor and plays the understanding yet firm manager but, his service department is a direct reflection of his leadership. He's only as good as his best hire and so far they are as incompetent and unprofessional as they come. The final estimate that we eventually received was more than we were quoted in excess of $4000. The issue is not just the cost, it's the lack of communication and follow-through. It took a month to handle something that should've taken at most a week. From what I saw the mechanics had time to shoot the breeze and play around with each other while the service advisors had time to congregate amongst themselves but didn't ask if we had been helped. Seeing the amount of customers that complain about their service department on Facebook yet they only highlight positive reviews on their website leads me to believe that it might be time to get the BBB involved. I genuinely don't feel like they've been honest about the repairs, the cost or even the ways in which we could pay for such costly repairs. We came once for an oil change but I don't even have confidence that they can do that for us anymore. One star is too generous. More

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