Wedneday the 9th 2014, I had a scheduled appointme...

Wedneday the 9th 2014, I had a scheduled appointment at 3:40pm in regards to a flat tire. The vehicle, along with the "new" tires was bought in December of 2013 (so that would be 4 months old). I sat in the waiting room watching customers travel in and out of the glass doors, easily being assisted with their specific issues. An hour and ten minutes later, a service woman appeared, only to explain, the wall of the front left tire had been penetrated and there was nothing they could do to repair the damage. She then insisted I ran over something in the road, slammed into a curb, or hit a pothole. Gathering my impatient dispositon, I calmly replied, "I havent done any of the above". She then went on to claim a new tire, service fee, and "diposal fee" would be approxiatemly $211.00 for one tire (one tire that is replacing a 4 month old tire, newly bought from the same dealership which is providing the service). Frustrated with the situation, I told her I would think things over and/or take it elsewhere. I sat for another twenty minutes for the service dept to bring the car back to the front so I could get back to work in a rather late fashion. While checking out, the service woman commented again, that I probably ran over something and/or maybe someone slashed my tire, only to rant on and on with the desk woman about how someone keyed her car several years ago.

1) It should never take an hour and a half for someone to be told "we can't help you," escpecially if Jim Butler is where I purchased the car. PS: if you are the top selling dealership in the area, you should be able to afford some extra service men, if that is what is causing the delay.

2) Regardless of the circumstance, never place blame on the customer, simply help find a solution.

3) When a frustrated customer calls the Service Manager to review information and to ask questions pertaining to his visit. RETURN his phone call within the next day or two.

I've worked in a number of customer service oriented facilities and have purchase two vehicles prior to the Equinox, and I've never seen the lack of customer service quality as shown by the Jim Bulter Service team. It becomes frustrating because I'm no longer paying for a great experience, amazing customer service, or even the valued excitement of saying "if you need a car, go to Jim Butler." No, instead I am paying for a clump of metal on rubber that simply gets me from point A to point B. I honestly regret choosing Jim Butler for my transportation needs, as I'm still waiting for that returned phone call. (I've left three messages now).