Hands down the worst customer experience I have ever had. - many_lemons
Hands down the worst customer experience I have ever had. If you want to have your service appointments scheduled for 6 months from now and then just have it moved further out, you have come to the right place.
I tried to get them to fix a security recall I had on my clutch for over a year to no avail. Just scheduling my first appointment was impossible. The service representative Allison Kearney was impossible to deal with. She didn't answer my emails or my calls on the first try, only when I escalated the issues. After finally scheduling my first appointment, I was told that I needed to bring my vehicle in for an inspection so they could order the parts. They kept my car for the day, inspected it, and then scheduled an appointment to have the clutch fixed and my brake fluid hose fixed a month from then.
After bringing in my car, they let me know that the brake fluid hose was fixed but that I will have to come back to have the clutch fixed because they have one employee that works on manual transmissions and he is too busy changing tires on cop cars. They said they would have to schedule my appointment 5 months from then. When I said that it was a security recall, she answered with "well you've been driving with it this far". The most unprofessional comment I had ever heard until they topped themselves later on.
Her colleague Dwayne then joined in and told me that it was the only way. He also mentioned that it could take more than a day so that I should call a week in advance to ensure that they could get me a rental car. I wait the 4 months and 3 weeks and give Allison a call to lock down the rental car a week in advance. She lets me know that I have to call a day in advance, not a week. I oblige and I call in the morning, a day in advance. She lets me know that I have to call at the end of the day, not in the morning. When I call at the end of the day, she lets me know that she cannot get me a rental car. I can still drop my car off for my service appointment, I just will not have a car for an undetermined amount of time. At this point I have had enough and I let her know that I was told to call a week in advance to ENSURE I would have a rental. She then tells me she will try another rental place and will call me back.
Half an hour later, I get a phone call from Dwayne. He immediately says that we have to push back my service appointment because they have to order the part. I say "How did we go from me not having a rental to having to push my service appointment AGAIN?". He says that normally, cars are brought in for inspection before ordering the parts so if I came in for my appointment I would just be "pissed off anyway". I let him know that my car has already been inspected and that the part should have been ordered months ago. He says that they only have one person that works on manual transmissions and that he's working on cop cars... The same excuse as last time. I told him that the parts should have already been ordered, so what kind of assurance do I have that if the appointment is moved back yet again, that the parts will be ordered? He said "That's life buddy, nothing is guaranteed. If the guy that works on the transmissions dies tomorrow, we're all xxxxed". At this point I cannot believe what I am hearing over the phone. You can't guarantee that you can perform a service on an appointment that has been rescheduled 4 times over a year? And now you are insinuating that your employee can die?
Avoid this place at all costs.
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