Ray Navas | Page 2

re.knowles responded

I responded privately as the owner asked on 3/27/2024 and never got a response from this dealer. I wrote; Good morning, I took my truck (which I purchased from you) in for service because I could not fill it with fuel and left it on a Friday, my Service advisor Jay Diaz told me it would be looked at early the following week which was fine. I texted a few times the next week to check progress and never got a reply then called and was put on perpetual hold. After close to a week, I called and finally got through because I asked to speak to someone in charge and was given to a woman in in the service department who didn't know anything about my repair, I then asked to speak to her supervisor or just someone who could tell me what was going on. I was transferred again to a Ms. Garcia who also could not give me any information then told me Jay Diaz was checking on my repair and I would definitely hear from him that same day, I never got a call, probably because Jay was promoted and was no longer at that dealership (I found out later) So either she didn't know or care to find out or she just lied. I was understandably upset at this point. She absolutely escalated the situation instead of handling a situation clearly created by your service department. I called midday the next day and Ms. Garcia answered, when I asked about my repair, she told me "I already told you it was ready" with an attitude but still could not tell me how much it was, what was repaired or whether it was warranty or not. Normally by that time I would have heard about my repair along with a video of what was done and told when I could pick it up. If I hadn't called, I would not have known when it was ready, and this woman acted like it was my fault. She raised her voice to talk over me to the point that people in my office could hear her. I finally came to pick it up the following Saturday, paid $470 for the repair and drove to a gas station and tried to fuel the truck, but I could not. They had not fixed the problem and immediately drove back to the shop where Carlos (service manager) got involved, was very nice and offered me a loaner while they repaired the vehicle. Finally, someone that acted like they cared that I was a customer. Jay, put yourself in my shoes, when Jay Diaz left, he left my repair and who knows what else and ran without any regard for your customers. By the way Jay also lied to me in previous repair where I asked for a transmission oil & filter change which he told me they would do but when I got the video from the tech, he said he sucked the oil out and refilled and did not change the filter. Pretty sure Jay charged me $390 for that "repair" and when I called him on it he said it isn't recommended on a 90+ thousand-mile vehicle which I understand but don't lie to me and overcharge me. Totally unethical. That is why I will not spend money with your dealerships again. I look forward to your response. Russ Knowles