3 Yrs. - Greg
3 Yrs. Later
All of the great people I had spoken highly of in my 1 yr later review are no longer employed at the new CYV. These former employees took my concerns of deficiencies I found, when I originally brought my vehicle in for service, very serious and corrected the problem with professionalism.
CYV has changed since then.
After trying for 2 years to get repairs done under an after market warranty sold to me by Vaughn, I am left in a position where I can no longer recommend CYV.
I have received too many broken promises from multiple managers, both old and new. The service manager, Cory, wasted a month with 3 broken promises to "take care of this" and never did.
There was one employee, who I was transferred to by mistake when trying to reach Cory, who did the most important thing any employee can do for a distressed customer. That person listened to my concerns about the negative experience with CYV, without making excuses such as "this happened before I started here", or interrupting me during my recounting of that negative experience.
They simply listened.
This person then promised to "look into this." This person, self titled "lowest on the rung", investigated the situation and made more progress towards getting the issue resolved than any of the previous employees/managers. There were a few minor details to be confirmed and I could bring my vehicle to CYV, pick up a courtesy vehicle, and CYV would take care of getting the repair done. Unfortunately, that person had to leave prior to completion of these minor details and is no longer employed at CYV.
I gratefully thank and wish them all the best.
This person’s hard work was completely destroyed by the assistant manager, Daniel. Daniel was supposed to take over the completion of the minor details. I received a call from an unrecognized number who left no message identifying themselves. It was apparently Daniel. A few days prior to when I was supposed to bring my vehicle in for repair, and hearing nothing from Daniel for two weeks, I called to get updated information on the minor details and when CYV wanted my vehicle. Daniel had no interest in listening to my concerns or how poorly a “valued” customer had been treated. Daniel seemed to have his own agenda that was more important than listening. He continually interrupted and talked over me during this conversation. I explained to Daniel I was a Veteran with unseen challenges and his continuous interrupting was aggravating that condition. He continued to interrupt and talk over me. In my anxious frustration and distress of being unheard, I raised my voice. No profanity, simply raised my voice and informed Daniel he had triggered my condition. Daniel immediately hung up on me without reason or warning. To do this to any customer, with or without challenges is disrespectful and disappointing. To do this to a Veteran with unseen challenges is disgusting!
If you've earned praise, appreciate it. It you've earned some "lumps" for poor service, take them and correct what earned those “lumps.”
I left a message with reception requesting if Bob was still involved with CYV, and would like to discuss my experience, please call. It has been 8 months since this incident and no call from Bob, Daniel or anyone from CYV. I can only assume Bob is no longer involved in operations at CYV, or never got the message, because Angela, the last good service manager, spoke very highly of Bob.
It appears Daniel and CYV have dismissed me and the extra warranty purchased was a waste of my money.
There was a time when a company earned respect through great service and a positive customer experience. The new CYV demands respect and gives little in return.
I can no longer recommend CYV.
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