Marvin K. Brown Auto Repair Service Center

I never met the person/service writer who I talked with on the phone or was on my work order. I was checked in by another service writer who told me they was a four-day backlog on looking at my car other than what I brought the car in for, and then was helped by another service writer at the end. The second service writer, Erick was far more helpful than the first, but there are still unresolved issues. The salesperson who sold me the vehicle was unavailable to answer any questions about the product that was installed. Once again Erick did his best to answer those questions. I understand that the equipment that was installed (SWAT) was installed by the company itself. However, I made the appointment to have this equipment put in on the day I purchased the car which was June 27th. I assumed, perhaps incorrectly, that the company would have been there ready to start work when I arrived for my appointment at 10:30. I sat there and looked at my car sit in the parking lot for 2 hours before the technician came to install the unit which took all of 10 minutes. It was then at least a half an hour after work was completed before Erick came up and inquired what I was waiting for. He then stepped in and finished my ticket and got me on my way. It was apparent to me that I was handed off for some reason with little to no communication going on. Had it not been for Erick stepping in, I may have been there considerably longer than I already had. I live up in San Marcos so coming down to your dealership is not convenient. I still have a couple of issues on the vehicle, and I think I will seek out a dealership closer to my area that hopefully won't have a 4-day backlog on work to perform. Kudos to Erick for his initiative and effort, however the rest of the experience was generally unsatisfactory.

Sean always help me to solved my truck problem. Not too hard for understanding. But need improvement with technology text when I text him about my truck needs an appointment. Also email no problem…. Thanks for big helping.

Very helpful, much appreciated!

I left my vehicle there for 3 days to have the Lane Assist warning looked at. After 3 days I had received no updates, probably because had Sean called his only update would have been “ your car is still sitting here and hasn’t been looked at “. I tried calling and got full mailboxes, some sort of connection error, finally got Sean’s voice mail and left a message and after not hearing back I tried to call again. I literally drove down to your dealership while I was on hold the entire time trying to speak to anyone about the status of my car. Think about that, It was quicker for me to drive down the 805 to your dealership, get out of the car speak to a service manager than it was for me to call and actually speak to someone who could give me an update on my car. When I did get down there I told Sean to just give me my vehicle and I’ll find someplace else to take it. I’m not sure what the purpose of having appointments are if my vehicle is just going to sit around on your lot for days until a Tech can have a look. I didn’t necessarily expect my car fixed in one day but I do expect it to take less than 3-4 days to perform a diag and tell me what’s wrong, how long it will take for parts and how long it will take to fix.

Best service provider I’ve had! Good conversation, communication, and service overall!

Phenomenal customer service and explained my upcoming services so when I knew how to schedule them.

I still don't understand how using my truck tailgate like I'm supposed to resulted in damage that is not covered under warranty. And it's also very frustrating that no estimate was even given for what it would take to fix it.

Sean, the MKB service Rep was awesome! I wish every service Rep is like him.

Professionalism

We are new to California and I researched satisfaction ratings online before coming here. This dealership has an impressive 4.1 stars and Robert Congdon was terrific. He was so helpful, explained everything as we moved along and was super courteous as well. He has our future business now, that’s for sure. I trust him and that’s not an easy feat these days. Thank you! - K.Wise

Very please with Sean Thank you Mr.Lopez

Sean and MKB are very professional!

Vehicle was done before promised time. That’s excellent service

Kevin always treats us super well and the cost came in at less than the estimate so very happy thank you

Great job Luis. Hope you will continue to work with us.

Luis went above and beyond.

Excellent service from Kevin as always.

Service man is very polite and professional and they did a great job on the car thank you very much he’s good for the company

My service experience with Luis Castelan was excellent, courteous and knowledgeable. However, when driving home I realized that the speed control is no longer working, and I don't know how to get it to work again.

Kevin is someone I can trust and in these times that is a rare thing to find