Jena is always a pleasure to work with and we need more Jena’s in the world of excellent customer service!
Dropped car off night before for 9am apt. Was told car would be done before noon. Made it clear we had plans on the afternoon and was assured we woild have car back. Text received at 11am saying text with any qiestions. I texted for 3 hours no response. Called waited on hold. Called back at 230p and after another long wait was told car would be ready by 3pm.
Called back asking to pick up car sunday. Was told they avoid sunday pick up at all cost but lady made exception. AWFUL EXPERIENCE. Thankful for the helpful lady.
I kept going back to get the same issue fixed , very bad experience ive had here
My experience was trying to say the least. I originally brought my vehicle in on Feb 5th with a check engine light and an electronic throttle control warning. I live 3.5hrs away in Truckee Ca. I brought the vehicle in the morning of the 5th with no transportation home and made it clear I needed it diagnosed that afternoon to make arrangements to get home if the vehicle could not be fixed the same day. After 10 phone calls to my service rep without a return phone call, I finally received a call from the service manager Michael 3 days later to tell me the fuel pump had failed and my fuel system was corrupted. It would be several weeks before parts would be available. I spent three days in a hotel waiting for a simple phone call to tell me what was wrong with the vehicle. After I received the news I booked a rental car to get home.
Over the next 6 weeks I left dozens of voicemails for my service rep asking if they had a timeline to receive the parts and when my vehicle might be ready. I never received a call back until 6 weeks later to tell me the parts were scheduled to arrive. I booked another rental to come pick up my truck. The day before I was told it would be ready, I got a call from my service rep to tell me they received the incorrect parts and it would be at least another week before my vehicle would be ready.
The following week I confirmed the parts arrived and the vehicle would be ready that Friday. I booked another rental and drove to Santa Rosa to take delivery of my truck. One hour before I arrived at the dealer I received a phone call from my service rep to inform me that there was still a problem after the fuel system had been replaced and the vehicle was not ready. The check engine light and the electronic throttle control warning were still present. After scanning for a code it was determined that the crank shaft tone wheel was a problem. I am not sure how this wasn’t diagnosed upon the original inspection where the fuel system was labeled the reason for the check engine light and warning. I was stuck in Santa Rosa once again without a vehicle and told it would be another 3-4 weeks before parts would be available.
10 days later I received a phone call from my service rep that they received the parts and my vehicle was ready for pick up. I received it yesterday and it seems to have been fixed.
Throughout this 8 week ordeal I left dozens of voicemails to my service rep that were never returned. Communication was next to impossible and extremely frustrating. I spent over $2,000 in car rentals and hotel rooms due to this lack of communication. I would never bring my vehicle back again due to the inability of the sales rep to simply communicate during an 8 week disaster of service.
Where to start. Impossible to reach anyone including my service advisor Joe, his manager Mike Hansen, or the general manager Ryan Pulara. Voicemails always full. Messages with whoever picks up the phone don't work. Straight up lied to my face saying parts were ordered and warranty submitted. Mike Hansen Gabe me his word he would find out the problem with my wait time. Turns out his word is worthless just like my service. Finally got a guy at corporate, Mike MacDonald (better man than anyone I dealt with there) who also couldn't get ahold of anyone for a while. He informed me that nobody had even submitted my warranty or ordered parts. Parts guy confirmed as well. What a joke. I use my truck every single day for work, not to get to work, for work. No loaner, couldn't get a rental because warranty was not approved. In what world is it okay to mess with someone's life like this. In the past I've worked customer service for more than I care to remember including at a dealership. I'll tell you one thing, pushing off a distraught customer does nothing but escalate the problem. Check your own yelp, I loved the one where a lady's car got egged while it was in for service with the eggs in her back seat. Nice work hope I never have to come back, and I'll make sure nobody I know or even meet in passing will either.
You all used to text once you had my car, then when it was ready. Other than an appointment reminder I had no one communicate anything about my car unless I called and asked. Very minimal customer service
I was provided a service advisor who is great 10 out of 10. When I came to pick up my truck, I paid through someone else not my service advisor and I was not provided any information or recommendations about my truck. It was pay, get the receipt and leave. I felt I was not informed about my truck. It was the service advisors fault, I feel its the way the system is set up to pay through someone else.... my service advisor who knows all about my truck and what's going on with it would have been the right person to accept my payment. Just my opinion. Thanks
Probably too many comments to list. However, I would start by working on communication. It is horrible, and no a text or message through an app is not the same as a phone call to discuss the issue with the vehicle. Second, Everytime I walk into your service department I feel like I've walked into a three circus. It is not a comforting feeling knowing I'm about to leave my car there. Third, we called and reached the service manager. He told my wife, that he would be working with her. She was told that he would call when the wiring harness came in and when the vehicle would be ready. How many times did he call after that conversation? Zero, in fact no calls were made, just a text...
No, you you will not get one more chance. This was the last chance after the experience we had purchasing tires.
I hope you take some to develop leaders within your organization that can help with the systemic issues that plague your dealership.
Have a nice day!
Outstanding service. This time was the quickest one. Everyone very friendly and attentive
Yes it was a job well done .
Jena is wonderful. Good listener, documents everything, timely follow-up. A+
Joe helped me last time and he’s very kind and helpful.
Very happy with my experience last time and today.
Thank you
Leisa
I had the first appointment of the day and it took me two hours and 15 minutes to get out of there. I had an oil change and a tire rotation. That’s way too long.
Thank you for thoroughly communicating with me every step of the way until the repair was done. I am so pleased the issue has finally been resolved after 2 years at another shop.
Last week I called four times and left 4 messages to have a problem fixed and no reply .
Not sure you want to here from me about my problem
Guess you guys don’t care about people anymore
Mr Samuel took good care of me. But the cost of the service is horribly exorbitant. The part which was purchased from Mopar was $242. The cost of the installation was $558! It only took one hour to install. It was a lift gate handle that needed to be replaced because the bulb cannot be replaced. It's horribly frustrating.
Thank you Jenna and Chuey for great service.
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