The Car Group

I was never given a key to unlock my locking lugnuts. I had a massive blowout and had my car towed to Mission Valley Costco for new tires. I called your dealership and instead of running a key over to unlock the lugnuts, your dealership made me call and re-tow my car simply so you could take the lugnuts off. You could have had a tech or my sales guy who sold me the car run the key set two miles over to Costco but instead you made me tow my car for something that took a couple minutes to accomplish. The evolution of me having to tow my car to you and then tow it back from your dealership took 5 hours. For something that would have cost you nothing except for 15 minutes of your drive time, you instead wasted 5 hours of my day waiting. You offered no other solutions and on top of it all your sales manager accused me and my wife of losing the lug key. We asked for our key so we wouldn’t run into this situation again and he said that being that we lost it, we would have to pay full price for one. You guys actually went out of your way to provide absolutely 110% avoidably poor customer service. If you intend on retaining current customers, at least you could do the free services well and you couldn’t even do that. From when I got my flat to when I was headed home for the day, 14 1/2 hours were spent trying to just change a tire and I was working on it the entire time. I’ve already posted a one-star Yelp review that I hope saves people the trouble of interacting with your employees who are blind to the fact that their customers actually have lives that they’re trying to make their way through and you’re only making their days harder.

Norm Reeves takes too many appointments, especially Saturday mornings. I arrived at 8am for a 8:15 appointment. I wasn’t seen until 8:50 for my service due to the long line of customers, and the line didn’t start moving until 8:30. Rosalina, my service manager, was great. This amount of overlapping appointments may be good for profit margin but not for customer experience. I will not be coming back to Norm Reeves.

very nice people

My service rep greeted me, explained what would be done, and estimated the time I’d be out of there - it was true! It was my first time at this facility and I’m coming back again for my next service.

Eduardo always provides excellent costumer service, goes the extra mile to provide information about my car's needs in a manner that is understandable. Always available to answer questions and concerns. He is the BEST!!

Great service and friendly employees. Comfortable waiting area.

Q did a. Fine job but light is still on

Extremely professional

My car went in limping and rolled out feeling brand new. My advisor and his team made it possible. If it weren’t for Miguel Cabrera, I would still be sobbing my eyes out and freaking out. Now I feel confident once again in my beautiful car. Thank you Norm Reeves for having an amazing worker like Mr Cabrera.

Para mí an tenido muy buena atención cuando yo visito ese diler muy buen servicio que me an brindado

Representative was very courteous and did his best to keep my cost down.

Robert Farr is a great example of what customer service should be. He was very professional but courteous at the same time.

I took some time to write this feedback as my service was in November. Overall, I have been pleased with my service with Norm Reeves throughout these years, until..... My car that was perfectly fine had the fuel pump replaced due to the recall on June 17th. I also asked for an oil change that day. After picking up my car, I realized I did not receive a Vehicle Inspection Checklist, but didn't make a big deal about it. As time went by, I started to notice that my car wasn't driving the same. Power loss on acceleration, idling rough/shaking. The idling was noticeable enough that someone in my car remarked upon it. I have a hectic work schedule & but finally arranged to drop my car of to be diagnosed and have other services performed November 18th. I probably did not explain clearly what I was experiencing with my car as it was more a feeling, but I asked for the clutch to be checked also. Mind you with service records to prove it, I have babied this car. I only put Premium Gas from day one (Chevron). With exception to tires and brakes, Norm Reeves are the only ones to ever service my car. I was called and told nothing was wrong, but suggested to have the Complete Fuel System Service performed as this may correct the power/idle issue. I agreed and added on additional services totalling to $692.14 plus they found AC leak and repaired it under warranty. Thanks. After picking up my car and getting home, I looked at my Checklist and to my utter horror I saw that my Brake/Clutch flud was marked RED. Hmmm maybe that is why my clutch felt weird. Fortunately,I paid for that service and I think I was refilled? BUT had I received a Checklist when I brought my car in June, I would have done the service sooner. Had I not brought my car in November as I did not need an oil change yet...wow. Which leads me to say that the Fuel System Service as of January has not resolved the issue with the idling/shake. Now my 2nd concern. I went on Carfax to get a report on my car. Looked at all the service records reported by Norm Reeves. I have all the copies of my service records. Everything is accurate EXCEPT this last service. Carfax shows the AC condenser replaced, transmission fluid changed, brake fluid flush, oil change etc etc, but somehow the Complete Fuel System Service which is on my invoice and I was charged for is NOT showing as being done on this visit. Yet this service which I have done on prior visits does shows up on prior reporting. So now I'm questioning if the technician actually performed the service that I was charged and maybe this is why my idling issue has not been resolved. Now I'm questioning Norm Reeves ability to service my car and now if prior services were actually performed. I'm questioning alot of things right now.

He's very polite and knowledgeable keep up the good work

Benito always is honest with me and I trust his recommendations which is why I have been taking my car to norm Reeves ever since I bought it

Always a good experience dealing with Benito and his team.

Everything was perfect!!

All went well

Very timely and professional service. Technician was personable and professional. This remote recall service is outstanding. Highly recommend this remote approach works very well and is a real time-saver

Muy buen servicio y atención muchas gracias