The service department is beyond terrible. This is...

The service department is beyond terrible. This is the worst experience I had in my life. This experience tops being hit by a car and hospitalized for 35 days. No joke. This is a novel but please read until the end for the icing on the cake! We dropped off our car on 7/24/19 and it is currently still in the service department as of today 9/17/19 with the ETA of start date for this following Monday 9/23/19 for approximately 2 weeks of repair time to be done on 10/7/19 (almost 3 months). I would not hold my breathe on this ETA because they had pushed the ETA out 3 times now and apparently been lying to us this entire time because the repair was never initiated.

We dropped off the car in July and they were unable to diagnose the issue; during those two weeks there was ZERO communication from the service manager regarding the status of our car. We had to call and leave multiple voicemails until we received a call back with an update that they have no idea what is wrong with the car. We had to pay for a rental out of pocket for 2 wks. Once they diagnosed the car and got the warranty's approval, we got a rental car under warranty for 7 days because the ETA for the repair was 7 days. Once again, ZERO communication from the office - we called on the 5th day just to make sure that the repair was on schedule, but to find out they didn't start the repair because of inventory back order. The service manager said he could not extend the car rental even though the delay is on their end; he advised us to call our warranty for an extension. We spoke to warranty and the rep said the claim's adjuster and the service department agreed that it would take maximum 7 days for the repair thus only 7 days granted. Going back and forth, finally we spoke to a manager at the service dept and he called warranty and somehow got 3 extra days for the car rental, assuming they can repair the car in time. We had to call the service dept for an updated ETA, to once again find out that there is a separate issue with the car that needs additional repair so they need warranty to approve. During this inspection period for warrranty's approval, we are not approved for a rental. The service dept refused to give us a loan car or assist with rental, so we had to rent another car out of pocket.

One week later, the car was approved for the second repair and we were told that the parts etc. will take about a week and the ETA for the repair was one more week. So now we are renting a car out of pocket for 2 additional weeks. Since we know from experience that the service dept LACKS communication or more accurately has ZERO communication, we decided to call weekly for updates to ensure the car is on the right schedule.

The service manager informed us that the parts came in earlier than anticipated so that was the first and only good news we got from them this far. So the ETA was one week. By the end of the week we called to ensure that the car will be completed by Fri, but to find out that it will take an additional week. So ok, end of next week (by now we are taking about end of 9/20/19 - let me remind you that the car was dropped off 7/24/19) - we called yesterday to get an ETA and today, the service manager calls to inform me that THEY NEVER STARTED the repair. The repair is scheduled for Monday 9/23/19 with ETA of 2 weeks which is 10/7/2019. However, can I trust this ETA with all the past experience of ETA provided? NO!!! ETAs were pushed back because they never started the repair.

With all that said, no loaner or assistance with rental! No accurate ETA. No communication with status or updates.

And the real icing on the cake? While the car was left in their hands, it was broken into and the speaker was stolen, the garage opener, all the miscellaneous items in the glove and middle compartment was wiped out clean! They are reimbursing us for the speaker and garage opener but there are numerous unaccounted for items that are missing. Potentially private information like address, social security etc. that would put us at risk for identity theft. WORST service