Robert Plimpton

I am extremely disappointed with how this appointment was handled. This appointment was scheduled by Rob Plimpton and specifically included a loaner vehicle. I arrived as scheduled, checked in, received t handled. This appointment was scheduled by Rob Plimpton and specifically included a loaner vehicle. I arrived as scheduled, checked in, received the loaner, and left for work. After I had already left the dealership, I received a phone call telling me the repair could not be completed and that I needed to return the loaner vehicle immediately. If the repair could not be performed, this should have been determined before I was given a loaner vehicle and sent on my way. As a result, I wasted a significant amount of time, had to interrupt my commute, return to the dealership, and ended up over an hour late for work. What is most concerning is the lack of communication and accountability. Different staff members provided different explanations, and nobody was able to clearly explain why the appointment was scheduled or why I was released with a loaner vehicle if the repair was not approved. I purchased an expensive protection package expecting professional service and support. Instead, I experienced conflicting information, poor communication, and a complete disregard for my time. Management should review this situation carefully and provide additional training to the service department to prevent this from happening to other customers. My concern is not simply that the repair was denied. My concern is that the dealership scheduled the repair, confirmed a loaner vehicle, released me from the dealership, and only then informed me that the repair could not be performed. This resulted in lost work time and multiple unnecessary trips. Additional information: Before scheduling this appointment, I specifically asked whether my maintenance/protection package would cover this repair, and I was told that it would. Based on that information, I brought the car in expecting the repair to be completed under the package. Later, the dealership changed its position and said the repair could not be covered, then sent me an estimate of more than $2,000 if I paid out of pocket. More

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