I honestly went back and forth about writing this but the way I left feeling on Saturday was as not ok. I wanted to ensure I was a good head space before sharing my experience because the way that Paul spoke to me did not make me feel like a valued customer. I arrived around 8:45 to get my undercarriage looked it because it was damaged so i I wanted to see if it could be secured or if I needed to replace it. The customer service agent Paul Phan or Phran (not sure on last name) told me that he would have the mechanic look at it and see if it needs to be replaced. Before anything happened Paul called to see if you all even had the part; come to find out you did not have the part and it would take 4 days for it to come in (so it would be Tuesday). After waiting two hours I return to the counter to I talk with Paul and he informed that the mechanic couldn’t do anything and basically handed me back my keys. I asked him if he had any recommendations that I could do because I’ve been waiting two hours and I don’t want to leave with having nothing done and have my undercarriage just fall down from the bottom of my car. He told me the price he quoted me “$45” was the price for me waiting. I asked if could I speak to a mechanic or a specialist to try to get a recommendation that I can do myself. He told me, “No we can’t do anything and that’s what he is going to tell you.” Paul never offered to set up an appointment to get my undercarriage replaced when the part came in or any other solutions. I bought my car from this dealership in January, that was a great experience. This experience makes me not only never want to return but to tell those I know about my experience. I felt completely unheard and dismissed, I felt like he took on the stance that it wasn’t his problem, and just sent me out the door without even saying good luck. I had to drive to two other mechanics where I was actually able to get some service and they were able to secure my undercarriage with zip ties (something I asked Paul if the mechanic could do for the time until the part came in) to hold me over. I do not want to completely write off Norm Reeves but this did not feel good at all. Now I’m in a position to where I need the part replaced but don’t want to deal with Paul at all. I would love some next steps?
Cheyne's customer service was beyond kind and professional. I give him 10 stars.
Multipoint inspection shows all lights checked and okay. When I used my car that night the right break light was out.
Paul is always attentive to me as a customer. He makes me completely satisfied with the service I received.
Cheyne was very efficient and provided great service
Louie took care of me even without appointment! I really appreciate it. Very professional! Thank you so much!
Paul was very friendly and professional, and took care of me
Gary has always been my go to guy and he has always giving me excellent service. I'm very happy with the team.
Great customer service and fast service love the energy
He was very friendly and informative about my current and future services.
Paul was very nice and friendly. He was also very attentative and helped me in a fast efficient way. Thank you Paul Phan,your awesome.
Very satisfied with the service and with how long it took to get it serviced.
I normally visit the anaheim location for service but decided to give Cerritos a try since I work nearby. Louie was very polite, knowledgeable and efficient. I appreciate that he even took the time to find the best coupon to save me a little bit of money.
The rep was fine, it was just the cost but that's fine. And i didn't get my car wash. Hyundai used to always have my car washed and delivered but it was left dirty. Minor stuff.
Gary was very helpful and the shop had the car ready at the time they estimated.
He was very nice and charismatic, great customer service accurate on time that my vehicle was ready
Paul was great. Manufacturer took a while to make a decision on my car which was very frustrating.
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