Fawaz was very helpful in getting the best service.
Mr. Anbar took care from arriving until departing very well.
And I don’t have to wait too long in getting done the service of mu car.
Thank you very much.
Very efficient and courteous.
My experience was excellent.
Cole really was great, and I have worked in customer service for over 30 years. He did a very good job.
I was in and out at the promised time. Glad I switched my service to this dealership.
He is the man. Very professional.
The service was amazing! Everything was completely laid out and explained in detail. Andrew did an excellent job and we will ask for him next time!
Chris provided quality communication, kept me well informed and was very friendly. Excellent service as always!
Still waiting on the inspection report. It wasn't provided to me on my visit today, and I was told that it would be sent as soon as it was completed.
John was pleasant and knowledgeable
DeAndre was super professional and the techs who worked on my vehicle were top notch. Thank you all!
Fawaz was a great rep and helped me pick the care package that suited my needs. Will request his help for future services.
Brittney did a great job at keeping me informed through the entire process!
Fawaz is very helpful he is great at communication and very skilled he is very nice and makes sure you are satisfied thank you
Andrew was wonderful. He was training and still handle everything!
Everything went great great service
Dear ****,
I spoke with you briefly today but was unable to fully explain the situation before I had to leave to pick my daughter up at 1pm. I am writing to express my disappointment with the service experience I had at your dealership this morning.
I brought my vehicle in for a routine 10,000-mile service and oil change. When I arrived, I was told the service would take approximately one hour. Later, I was advised that an alignment was recommended, which would require an additional 45 minutes. Based on those estimates, I expected to be at the dealership for less than two hours, which was realistic and well within the time I had allotted myself for the appointment. Instead, I waited a total of almost 4 hours before my vehicle was completed.
My primary concern is the lack of respect for customers’ time. The purpose of scheduling an appointment is to allow both the customer and the dealership to plan accordingly. When a routine service takes nearly four hours despite having a prescheduled appointment, it creates significant inconvenience and disruption. Many customers depend on their vehicles for work, family obligations, and other commitments, and unexpected delays of this magnitude are unacceptable. As I said earlier, in addition to taking time away from work for this appointment, I also needed to pick my daughter up at 1pm today and was late doing so due to these delays.
Unfortunately, this is not an isolated incident, and perhaps why I am so frustrated today. My husband and I have experienced service-related issues with your dealership multiple times in the past, including a previous vehicle’s audio-visual center console repair that was returned to us not resolved. Another issue was repeated service visits for our previous vehicle’s start-stop system malfunction (which caused the vehicle to break down in the middle of the roadway three times) that your team could not find a cause of, nor fix, simply offering to change the battery each time. This ultimately lead to us getting a new car as the previous car became so unreliable. We also recently brought in our new 2025 Highlander due to an unexplained rattling noise. Your staff kept and drove the car for an entire day without finding a cause. My husband had to later return with it and ride with a technician for them to figure out it was a loose roof rail. These repeated experiences have diminished my confidence in the level of service and communication provided, as well used up significant time spent dealing with unfixed problems.
I am sharing this feedback because I believe there is substantial room for improvement in scheduling accuracy, customer service, and communication. At a minimum, customers should receive realistic time estimates for appointments and proactive updates when delays occur. And when problems do arise with their vehicle, they should be confident in your service department’s ability to fix the issue.
I hope you will take these concerns seriously and use them as an opportunity to improve the customer experience going forward. I am hopeful each time I return for an improved experience, however I have yet found that to be the case.
Sincerely,
Courtney Wilder
****-****-xxxx
If Andrew isn’t already in a leadership position. He should be.
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