Jonathon explained everything they did to our car. Jon is a very pleasant person!
Work that was requested was not done. Work that was not supposed to be done was done. I was charged for things that should not have been charged for. Melissa is great, but I think there were too many people involved so things got too confusing. I would prefer to work with one service advisor for continuity.
Melissa once again was prepared to make my visit quick and easy.
The experience became frustrating while talking with the schedulers. While it is understandable that some young females who are paid to answer phones and set schedules would have little to no experience with parts and repairs, it seemed like they refused to just admit that and put me in contact with someone who could answer my question. I simply needed to drop off a part to be serviced. I kept being told that the Tech would have to work on my car. For what?? Just transfer me to someone who can directly address my situation. But no, I never got contact from the service dept.
I come in to drop off the part. Service takes the part, says it'll be sent off, and that they'll let me know if it can be repaired and the price. I was given a ballpark estimate at that time. I was told I would be contacted once they determined the best course of action and a definite price. Days later, I receive a text saying my part was ready for pickup. Ok?? Did they repair it, swap it with a different one, how much is the bill?? I had to text back to find out the final cost. At pickup, I was told they were able to repair the part. Once I got ready to install the part, I noticed the stamp saying Refurbished. I also noticed a color difference from the original. No big deal on either, but at least be honest with me and let me know, "Hey, they swapped your part for a refurbished one and it should be almost as good as new!" Ok, thanks for keeping me informed during the process, letting me know what the actual price would be PRIOR to notifying me the part was ready. Instead, I had no clue if they were going to be able to take care of the part since I was told they may have to ship it to several places to see if any of them could service the part. And then, I was notified to come pay an unknown amount.
Don't get me wrong, I'm not angry or upset by any means, just that it seems that a GM dealership in 2019 would have a better system with the schedulers (maybe at least have some automotive background and not just enter names in a system). I was an ASE technician at a dealership and understand the importance of communication with customers prior to a Tech putting his hands on a ticket or customer's keys. As I Tech, I was fine with speaking to customers on the phone to clarify an issue prior to the customer arriving just to find there was still a misunderstanding.
The part I needed repaired was nothing new. Someone in parts told me how the process works when a customer brings a vehicle in for the same issue. In my case, I only needed to bring the part. So having a scheduler to keep telling me how the Tech needed to work on my vehicle was quite frustrating. I may have waited a few days unnecessarily to drop off the part because the schedulers kept insisting on scheduling me with a Tech and not allowing me to speak with someone in Service.
As for the service once I got there once I arrived, that was fine. If you say it will cost about this much, would you like to have the repairs done or would you like me to contact you once they diagnose the part? Then I could say yes, just do it, or check with me first. Either way, don't say one thing -I'll contact you to let you know what they find - and then not follow through on what was stated.
Thank you very much for your superb and astute help.
Randy is an amazing person he takes care of all my car needs
Randy is excellent service writer!!!
Called first thing in the morning and called when he said he was.
When truck was done. Was very professional ..
To provide follow up on status of whether protection plan covered what needs to be done
Repairs that are covered under CPO were quoted Cp. I was then told they were not bad enough to cover. Let me ask this- they were bad enough to ask me to pay for them? Very odd. I would like a call from management
Brian went above and beyond! He is very helpful and friendly :)
Would have been nice to know I was going to have to wait for two hours to get my check engine light checked. When I called and made the appointment I should have been told. Other then that service was fine .
I liked working with him. Hes efficient
Excellent service always!
Jon was very professional in taking care of the problem with my oil leak. I feel like he went above and beyond in providing customer service.
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