I had advanced scheduled for an oil change / tire rotation. Once I arrived I was told that it would take up to 1.5hrs to complete this service which seemed extremely long for a basic service. The service took about 1hr. I also did not appreciate the service tech (Julian) squawking my tires as he drove from the garage bay to the drop off curb, while the entire time I was sitting outside and saw / heard it. Then there were multiple issues with the invoice. People not completing the invoice in the shop, someone in the parts department had to also sign off on parts, and a different woman had to apply a $20 discount from a promotional email. All actions that my service rep (Michelle) had to coordinate and were completely out of her control. Then once the invoice was complete it was for $145+ dollars. So restart the process again, to get it corrected because someone input the incorrect parts and quantities (i.e. all that was needed was a oil filter, 6 quarts of oil, plus any disposal fees). It took ~30mins just to get the invoice correct and paid for. It was also not very clear if any COVID procedures or protocols were in place to protect customers from potential exposure from shop service staff (i.e. do they wipe off steering wheel, door handles, hood release, keys and transmission shifter) when they are complete?
Good Morning Peter,
I am glad to hear that your service was able to be completed in a timely manner, typically our oil changes take about an hour and a half because unlike many other shops we want to make sure that your vehicle is in the best working order. We perform the oil change, tire rotation, multi-point vehicle inspection, and alignment check, as well as topping off fluids. We want to make sure we give our technicians the time they need to do all the work to our high standards. We will be reviewing your check-out process with our management team to ensure that we are able to expedite that as well because we realize that time is important to all of our customers and we always want to make sure we are completing transactions as quickly as possible.
As for your concerns with our COVID policy and procedure, we take this matter very seriously. Before our employees enter the building they are to take a survey each morning Every employee and customer are subject to having their temperature taken and are required to wear a mask. When you arrive at the dealership your vehicle is wrapped in a plastic covering and if you choose to enter the building you will see increased cleaning, partitions, and signage throughout the dealership. The health of our employees and customers is always our utmost concern. If this was not your experience or if you have any additional concerns I am always available, please call me directly.
Customer Service Manager