I've always made an appointment for our vehicles.The transition from the main garage to the appointment bays has several issues.For guests queuing up is most times a free for all.Many guests do not pay attention to express and appointment only signage.They're confused as to where to go and how to que up.Alot of cars in a narrow area with way to much cross traffic.How has someone not been hit.Waiting for an employee to come out and confirm an appointment needs to happen much faster. While I was waiting for confirmation,there were 3 other cars also waiting and nobody knew who was next or where to park.On one appointment I was told the service department was running behind and could I come back in an hour and a half.I complied,only because I needed the service and didn't have the luxury to reschedule another appointment.Today it appeared that there were vehicles getting faster service in the express lanes.While in the waiting room today I overheard two separate conversations regarding the long wait times,getting in and getting there vehicle back.Another lady was on her phone canceling her next appointment after her car service was completed because she didn't think she'd make it in time.Several guests heard and were aware of these conversations.On a positive note, while voicing my concerns at appointment confirmation check in, I feel he empathized with my frustration.The turn around to complete and return my vehicle seemed to have been expedited. The staff that are in contact with the guests have always been professional,courteous and calm.My respect to them despite what is or isn't happening behind the scenes.Apoligies are a courtesy but it doesn't fix the problems nor does it always get your guests car done quicker.Please, determine how this experience can be smoother for all involved. You're overhead and we are profit.
Thank you for letting me express my concerns
Melissa is a phenomenal employee. Her customer service is beyond outstanding! With my most recent car issue she was on point, highly professional and rocked it. You have definitely hired a rock star! She deserves a bonus with my difficult vehicle situation. Her knowledge and expertise is truly top notch! I hope SMART buys her a fantastic lunch and gives employee recognition!
Everyone I encountered in the Service department was friendly and knowledgeable. I am very comfortable with the prospect of doing business here for the coming year while I am on sabbatical in Madison. Thank you.
He was very easy to talk to and very polite.
Great response to service request
Great service on a difficult project. 3 balls juggled beautifully. She did a great job!
It is disappointing the experience with you, I lost all the confidence I had with you, there are things that are very delicate and that should be given more attention.
Was able to work me in because original appt was logged as a drop off but I wanted to wait for the work to be completed. Thanks.
While it wasn’t fun that an oil change turned into a 2-day $1100 repair, Ian made the whole experience as painless as he could.
Very friendly supportive he kept me updated on time, next steps what was required and costs
My appointment was for 10:30 AM and more than two hours later they finally told me they were just going to work on my car. Then they wanted to do more stuff but said it won’t be done until 4 PM and I said forget it. This is ridiculous. I am never coming back here to have my car serviced again. They forgot to turn my “service vehicle” off and they also forgot to put a new sticker on my windshield showing the next time I would need service. Just awful!!!
Randy Kneebone
I especially appreciated the work of the 2 women who responded to my telephone inquiry about a folded up piece of paper that had phone numbers, etc. and that I dropped in the immediate service reception area. I picked up the paper in the scheduled service area and think the woman there had gone to the other area where the paper was found. The other woman was probably a first line telephone receptionist.
Good service, excellent 100% satisfied
Car was in for safety recall, software upgrade. I knew it might take all day. I had my phone with me a d checked it frequently. No messages. About 4:30 I decided to wait at the dealership until it was ready. I saw my car parked in the service lot. I called the office to see if that meant my car was ready. Maybe. John was trying to find the paperwork and my keys. Called the manager, he said. Eventually the keys, etc were located. I was leaving the dealership, almost to Gammon Rd, when I got a text saying my car was ready to be picked up. To add insult to injury, I got another screen message saying my car needed a safety update. So it doesn't appear that the system was "reset" after it was updated. Or, there is another issue to be looked at. Actually,Jhon himself I had no problem with. Except for the fact that I wasn't notified when my car was done. This turned in to a VERY long day for me.
When I went to top off the tank, it took 1.5 gallons. I drove to At Home on Watts Rd, China Kitchen on Mineral Point near Gammon. My rental was a Venza Hybrid, like my own vehicle.There is no way I used a gallon and a half of gas so I believe it must not have been full when I got it. In summary, I was not happy at the end of the day.
Excellent work. Thank you!
Social