The car buying experience was fine, but their serv...

The car buying experience was fine, but their service is terrible.

I called to make an appointment to get cosmetic repairs done on my rims after I scraped them on a curb. I was told to come in on a Thursday to get this type of work done because it gets outsourced to a 3rd party. I have had this same type of work done in the past, and it took a few days to complete which is understandable, but I need a car for work so I asked if they had a loaner or rental I could use. The person on the phone assured me that they would allow me to use one of their loaners for no charge.

When I showed up at the appointed day and time they informed me that it wasn t the day of the week that the vendor comes so I would need to come back on a Tuesday.

On top of that they also said that I would need to pay $25/day for a rental car while my rims were being repaired, which could be a 2-3 day timeframe.

Overall the service associate made absolutely zero effort to make anything right except to reschedule my appointment for another day.

Update:

In response to Dick Hannah s reply to my review -

My review was based on the fact that the person that scheduled my appointment gave me two pieces of incorrect information, and instead of making things right, Dick Hannah refused to acknowledge their culpability in the matter. Furthermore Dick Hannah refused to compensate me for wasting my time and unexpected additional charges. Their reply to my review is further demonstration of their lack of customer service.

I did NOT have any complaints about them using a 3rd party to fix my rims. I also did NOT have any complaints about the amount of time they said it would take. My complaints were that I was told to come in on a Thursday to ensure that it would correspond with the day their 3rd party is on site. I arrived on a Thursday and was told their 3rd party was not on site on Thursdays. Secondly, the scheduling agent assured me that I would be able to use a complimentary loaner vehicle for the duration of the repair. When I arrived I was told that they would NOT give me a loaner because of the type of repair I was there for.

I can understand an employee making a mistake and providing inaccurate information. The part that I cannot understand is Dick Hannah s complete inability and unwillingness to rectify the problems created by their own employee. They wasted my time and added a rental cost that I was assured would have been provided free of charge, and they continue to reinforce my understanding of their lack of customer service.