Danielle Douglass

Review of Al Serra Chevrolet

I contacted Al Serra to set up a time for an oil c...

I contacted Al Serra to set up a time for an oil change and for a slow tire leak on my Sonic that I purchased from this dealership. Over the phone was great! They answered my questions, quoted decent prices, and told me about their concierge service.

I work third shift and their only appointment was for 3 pm. They allowed me to drop off my car early in the morning (8am), after work, and told me about the concierge service that would take me home so I could sleep while they worked on my car.

I was slightly disappointed upon arrival. I was already exhausted from working my shift and had to wait before being processed. I wasn't told about the tire rotation recommendation over the phone, and the tire repair process was unable to be explained clearly. They sent me to the waiting area feeling confused and a little disappointed.

However, the concierge service was delightful. The wait was minimal and the driver was very pleasant. Though, due to the wait time at the dealership, I did not arrive home until 10:30am. I'm so glad I didn't have to work that night.

I was pleasantly surprised to receive a call at 1:30pm with news that my vehicle was done, they even got the concierge service to pick me up early. Again, the driver was delightful. The drivers seem to really enjoy their job! Very nice gentlemen!

I arrived to the dealership and was processed quickly. They had removed a nail from my tire and explained the 90 day guarantee for work performed. The cashier was pleasant and to my surprise, they had washed my car! I left the dealership feeling mostly satisfied.

Had we ended on this note, I could rate the experience with 4 star or better. Unfortunately what proceeded knocks my rating down to a 2 star. I am dissatisfied with my following experience!

I was notified that my vehicle was leaking, just 2 days later. Upon further inspection I discovered my oil was leaking. This was kind of upsetting considering I had recently devoted a big chunk of my day to having the oil changed and tire patched.

Again, I work third shift, I called after shift and after a 15 minute wait on the phone, complained about my oil leaking. I demanded that I be seen right away without an appointment. Over the phone, the person with pleasant and said that would be accommodated. I drove to the dealership, pulled in to the intake bay and was faces with another wait.

By this point, I am functioning on very little sleep and I have to deal with car troubles again. I told the intake person what was going on. And he said it would be a bit of a wait. Again, on no sleep, I insisted my vehicle be seen right away.

After intake, I was quoted a half hour wait time. I headed up to the lobby and sat there for an hour and a half before they came to tell me that my oil pan was cracked and they would need to keep my car for the repair. The entire time I was there, my sevice person was distracted and rushed me through.

I still needed a car so they set me up with hertz. He did allow me to get my belongings out of my car but rushed me to hertz and left. The hertz customer service is horrible! I have never rented a car before and understandably had questions. I really needed an explanation of how the service worked and exactly what a "hold" of $50 on my car meant. I still don't understand that process. The more I asked questions the more irritated the woman became. She, too, rushed me through, did not answer all my questions and gave me no choice of the rental car.

While the rental car was clean and ready to use, I would have definitely chosen something bigger. I did not get home until 11:30am. I had an appointment at 4:30 and ended up with less than 4 hours of sleep due to ridiculous wait times and having to return for service

So far, I have felt rushed and that things have been overlooked. I don't even trust their inspection this time around as they did not catch the ding on my driver's side door. What else did they miss when they were rushing to process my car? They already missed the cracked oil pan.