The Car Group

I am responding to your request regarding my recent service experience at your dealership. I brought my vehicle in on Tuesday, 3/25, due to a noise coming from the rear passenger side, specifically heard between 40-55 mph, which I communicated to the service representative. I did not receive any updates until I inquired later that day and was told my cross rails were installed incorrectly but that no other issues were found. However, through the Bluelink app, I saw that the technician had not driven my vehicle at the specified speed to replicate the noise. I was then asked to return on Wednesday for a test drive with a technician. During the test drive with Jovani, we both heard the noise, and I also noticed my tire pressure sensor light was on, which was not the case when I dropped off the vehicle. I reported both issues to the service advisor but again received no updates throughout the day. Bluelink showed my car had not been moved or worked on, and after multiple calls for a status update, I finally received a callback at 4:10 PM stating my vehicle was ready. When I inquired about the tire pressure light, I was told I’d receive a call back, only to find that it had not been addressed. At that point, I asked about a loaner vehicle, as I had business meetings and could not be without transportation if my car needed to be kept for a third day. Due to the lack of available loaner vehicles, I was advised to pick up my vehicle instead. Upon picking up my car, I was informed that my cross rails were still incorrectly installed and that I would need to return for corrections, along with another test drive with a technician. I had already taken time off work for this appointment and cannot continue to do so for an issue that could have been resolved in one visit. It is concerning that my car remained idle for most of its time at the dealership despite having an appointment. Additionally, if known issues such as the cross rails and tire pressure light were identified, it would have been more efficient to address them while the vehicle was in service. I purchased my vehicle from this dealership and would like to continue servicing it here, but this experience has made me reconsider. I would appreciate your feedback on this matter and any steps your team can take to improve the service process moving forward.

The Technician was great. He was on time. Did the job very well and quickly very helpful and great personality

Great service, friendly, professional!

Ram was extremely helpful and thorough going over services provided.His customer service skills are outstanding. I appreciate his help. Norm Reeves is blessed to have him as an employee.

Excellent customer service!

Always I can trust you bring my car and ask Trevor to handle it. He follow up for you correctly.

Viviana was very helpful and the service team was very efficient as well.

Great job!

Brian was outstanding

Everyone was courteous and helpful. I am disabled and everyone there were very accommodating and they took extra care to ensure my safety. They were very helpful and so kind and friendly.

Nathaniel did an excellent job of seeing to the requirements of my appointment and making sure I was aware of all upcoming and some maintenance I needed to plan for.

Excellent service!

George is great to work with. He ask plenty of questions to make sure I get the right services I need and keeps me in the loop of any additional findings the techs come across. He also provides the details and photos of these findings. He is well presented and communicates in person and over the phone. I am glad to work with George.

Our oil change took over 2 hours with an appointment, and did not receive an update by text or phone call in that entire time.

very thankful with nathaniel.

Bentio very helpful. He explain what the recall for and how long take to repair. He got me uber back to work and he will call me when the car done and ready to pick-up.

Jimmy was professional and provided excellent customer service.

Thanks Ernesto for his help and advice

Ramez extended every effort to see that my service was completed in a timely manner. I sincerely appreciated his consideration. Also, he explained the cabin air filter issues. I had replaced it in 11/2023, but a new one was recommended. It seemed too soon to me, but Ramez explained how particles of dust/debris were trapped in the folds of the filter. Thank you!

Thanks Clayton for your service and Thank you Norm Reeves for servicing my vehicles all these years