It was a very pleasant experience with Avelina Pulido. She was very helpful
And explained the process for my recall on the vehicle as well. Avelina even apologized for the wait even if it wasn’t her fault I appreciate her service and smile thank you.
No update on the status of my car wait time was long
I'm very satified with the assistance Mr. Hernandez provided. He was very professional and kept me informed of my vehical status throughout the maintenance process.
Jose is always ready to have the service preformed in the manner that you want it done. Thank You.
Thank you for the excellent service and communication throughout the entire process. Avelina Yvonne Pulido was very professional, helpful, and made sure everything was handled smoothly. I truly appreciate the attention to detail and customer care provided. I’ll be happy to complete the survey when I receive it and share my positive experience. Thank you again for a job well done.
The techs who performed the service did well. However, I waited for over an hour the shuttle and ended up walking back to the dealership. I don't think it was the shuttle drivers fault but miscommunication between the advisor and whoever scheduled the shuttle. I called 3 times for the shuttle and Noone ever showed up.
The flow and placement of offices is very confusing. The desks for the service advisors should be turned so that their backs face the wall rather than the waiting area entrance. Right now there is no clear direction about where customers are supposed to go, who handles what, or even where payment should be made. This visit I was told to pay directly with the service advisors, while during my previous visit I paid at the cashier desk. The process feels inconsistent and poorly explained.
I do appreciate the text service document feature, and it was especially useful today because the service advisor training with Adelina insisted my rear brake pads were at a “3” and claimed the text document showing they were at a “6” was likely “not updated.” I explained multiple times that the text document had all my correct info, but he continued insisting otherwise so I agreed to switch the rear break pads and he told me to “go with the girls at the window” so they could help me. He did not specify which window, and I did not see any labels identifying the departments or staff roles.
When I went to the “window,” the employee seemed unsure what I needed and had to ask several other advisors. After the brake service appointment was scheduled, I personally noticed the paperwork had someone else’s name on it and realized it was not even my vehicle information. At that point it became clear that the text document I originally referenced had actually been correct the entire time. This was frustrating because I had already questioned the discrepancy earlier and was repeatedly told otherwise. The scheduling process should also include some type of verification to ensure the customer information and vehicle details match before appointments are finalized.
Afterward, I went to retrieve my keys from Adelina, but the interaction was also frustrating. She repeatedly brushed me off and insisted my car was not ready, while continuing to reference the other customer’s name. I repeatedly explained that was not my vehicle, but I felt dismissed and not listened to.
It would also save time if advisors checked for service plans earlier in the process instead of waiting until the very end. Every visit takes longer because I then have to wait while coverage is verified after everything else has already been completed.
I waited about 3 full hours for a simple oil change and tire rotation appointment, that is ridiculous and unacceptable! What is the point of purchasing this extended warranty that includes the oil changes if you’re gonna wait 3 hours for a change when places get it done in 15 minutes. Also i had to go look for my advisor and he was never around until the end, never ever booking with him again! Terrible service plus you can tell other advisors are more on top of it, so many people came after me and left before me too.
No complaints...service was prompt and quick.
I had my appointment at 7:00 am for an oil change. In the past, a person would have the courtesy to come and talked to me about the recommendations to be done on my car. No one came to me to give me any information on what needed to be done and the time that it will take to work on it. I did receive a text which said what they were recommending. However, I didn’t know how important or essential was to do all that work on my car since no one explained it to me. I called twicw to ask about my car and I was put on hold for 15 minutes just to be told they were working on my car and didn’t know how long would it take. I called the second time 4 hours and 16 minutes later and was put on hold for a few minutes and was told my car was ready. I think 4 hours is a long time to wait for someone to acknowledge you. Maybe it is the fact that I am not good with these tyoe of automatic texts. It took me time to be able to submit my decision.
It was my first visit with Jose as my advisor and I was very pleased with his customer service. He answered all of my questions patiently and was very helpful and friendly. I would like for him to continue being my advisor.
Somebody broke the glove compartment. I have to bring in and show them they didn't even give us a courtesy car wash because them washer is broken.
A very pleasant and professional Mr Gurrola,took care of my car as efficient as always. Thank you.
Excellent service! Vehicles don’t get washed anymore though that was nice too.
The service providers don’t do a good job of communicating. They always seem to be rushing trying to help out multiple customers. There seems to be an over reliance on email. The service providers are professional but they always seem to be in a hurry. Also, I never know how long it’s going to take. Sometimes it’s an hour for an oil change and other days it can take 4 hours.
I just talked to Manuel once. I called to get an update on my car but he did take the call. He just tell the lady what the status on my car. No one ever told me how the shuttle works. I never got a call to tell me that
The car was ready and that the shuttle was coming. So I had to get a ride to pick up my car.
I spoke to Isaac a few times today, he explained in detail the work performed, and he explained options. I was not there but he kept me informed and that was good for me. GREAT CUSTOMER SERVICE! Keep up the great work, El Paso needs more of this.
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