Berkshire Hathaway Automotive Group

Richard was efficient and returned my van earlier than promised.

Excellent

Anthony always does a great job.

Such excellent service! Anthony cares about his customers and the quality of service they receive reflects that. I know my Jeep is going to be taken care of so I feel great about bringing it in. This particular Jeep dealer is the best Ive been to, thank you!

Knowledgeable and caring for customer

Dear Service Manager, Since you asked, I am willing to share some feedback about a recent visit with your service department regarding my 2017 Jeep Wrangler and how diagnostic charges were handled. I brought the vehicle in for an A/C concern. During your inspection, your team also identified an ABS / wheel-speed sensor issue that I had not complained about and did not specifically request diagnosis for. My extended service agreement (Lexus/Toyota Extra Care Platinum) paid your dealership 0.5 hr for the scan and a pin test related to the ABS concern. Despite that, I was told I would be responsible for an additional diagnostic charge because your internal diagnostic rate is higher than what the service contract reimburses. I also learned that I was being billed a second diagnostic fee for the ABS item, on top of the diagnostic fee for the A/C concern I originally brought the vehicle in for. At no point during check-in was I informed that there would be multiple diagnostic charges. I was only told I would be responsible for “the diagnostic fee.” After speaking with my warranty contract administrator and the Lexus dealer, with whom I purchased the vehicle, they both indicated that:    •   Issues found under inspection are typically not billed as a separate diagnostic fee to the customer when the repair itself is covered, and    •   The contract has already compensated your shop for a reasonable amount of diagnostic time. When I raised this with my advisor, the discussion became unprofessional. I was told, in essence, that this was “my problem,” that I was looking for “free service,” and that I should find “someone else to help me” in the future. Questions about my employment and income level were also asked, suggesting that I made sufficient money not to worry about the erroneous charge. As a retired firefighter-paramedic who now teaches in medicine, I can assure you I make less than your service advisor and I am careful to keep my expenses commensurate with the job being performed. I did not appreciate what he was trying to insinuate. In the end, an adjustment was made, and I appreciate that. However, the experience has left me reluctant to return or to authorize any additional work with your service department. I’m sharing this not to argue about a few dollars, but because:    •   Customers should be clearly informed upfront if there will be multiple diagnostic charges, and    •   Covered repairs found on inspection should not result in the customer effectively paying diagnostic time twice—once through the service contract and again out of pocket. I hope you’ll review this interaction with the advisor and consider how diagnostic charges and communication are handled going forward. Sincerely, Aaron D

Richard provided prompt and excellent service, as usual.

Kyle was great.

Richard is main reaso I still take my Jeep to Airpark

John is fantastic and communicates perfectly during any repair process. He’s always pleasant and nice to work with.

Great job explaining service and also other items I should look into.

Richard Small is a great guy and knows his stuff! Always digs into the problem, reviews previous work done on the car, and comes up with recommended action(s) to take with our Jeep!

Thanks Antony! Fast service, always friendly and reliable!

Kyle was OUTSTANDING from my initial phone call till he returned the key fob!!

Brought my vehicle in for a routine maintenance purchased two oil changes my Service Advisor is Kim. What a pleasure she is full of knowledge she goes above and beyond my expectations. Also, please do never get rid of the donuts in the customer waiting room just need to move them away from the TV set kind of embarrassing when I go in for the second doughnut!

Kyle is the best service writer I’ve ever worked with. I’ve been at airport ram for more than 23 years and he is THE best!!!

Quick and great service

Very polite and courteous.

Anthony Gatta is simply the best advisor we have ever had. His knowledge, customer service and calm demeanor all combine into a superb service experience.

John was very informative. Very disappointed with ANOTHER recall on my vehicle with no solution.