The service team is courteous and helpful(Arthur i...

The service team is courteous and helpful(Arthur is very helpful and has always treated me great), but the operations and flow of the dealership service make the customer experience terrible.

First, they overbook appointments constantly and the service team has no idea if you have an appointment or not. The service team has to check everyone in (other dealers have a person doing this as their sole job which is nice) and so you can have an appointment, show up on time but not be greeted or start your service for 20-30 minutes because the service team is impacted. And the service team never has the notes I gave when I made the appointment.

Second, they only keep one porter on the weekends - their busiest time. Once you have paid for your car service, you can be waiting for 30-45 minutes while the porter is driving the shuttle/washing cars before you get your car. With how busy they are, or at least claim to be, I cannot believe they can only afford one porter on the weekends. You have to beg to get your car washed, I know that is complimentary but for the prices you pay to get your car serviced it should be a standard.

Third and the only complaint I have about the actual service team, is that no one ever goes over my service with me after it is finished. They call and tell you it is ready and they will answer questions for you over the phone there, but you better have exact questions locked and ready. When you go to pick up/pay for your car, you are sent to the cashier immediately. You can wait for your service personnel to free up and speak with you, but again, they are always heavily impacted.

My point is, to make the customer experience better they should expand the service team a little and figure out the appointments so customers who make an appointment get first priority (the whole reason I make an appointment). At the very least, hire a person to check-in cars so the service team can focus a little more on the customers.

If the dealership was not so close to my house I would find another service option. Sadly, they are better than Ken Grody and therefore the option I choose to get my car serviced.