Jesse Hockett

Review of Stan McNabb Automotive

As a reference point I should say that we have had...

As a reference point I should say that we have had absolutely horrible experiences with the Chrysler dealership service centers in our area for the past nine years. Every time, without exception, a lousy experience. So bad that we stopped going to Chrysler service centers altogether and have been using our local GMC/Buick dealership for repairs. They do a fantastic job on our vehicles and set a high bar for customer service but when it came time for the 100K service on our T&C I wanted to have someone who was familiar with Chrysler products do the work. I mean, brain surgeons are superior doctors right, but do you want one working on your heart? I absolutely dreaded having to deal with the Chrysler dealership again so I kept putting it off. Finally I decided that I would rather drive a couple of hundred miles than deal with our local Chrysler shop so I started researching online. First search was "Highest rated Chrysler Service Centers" set for a 200 mile radius. That's where I found Stan McNabb Chrysler. Not everyone has a pristine record when it comes to reviews and I know that, we are small business owners and deal with customers all the time and there are just some people that cannot be pleased. What made Stan McNabb Chrysler stand out from the other service center reviews I found online was their management's involvement with their customers' experience. They actually replied to the reviewers, both good and bad. That tells me they care about their customers and their business so I decided to give them a call and see how much they would try and BS me. Jason answered the phone and we talked for about 20-25 minutes. He never tried to BS me. I have worked on cars a lot in my time so I know enough to know when someone is BSing me. If he didn't know something he said so. He made a number of recommendations and gave a detailed explanation for why he was making the recommendation. He said if I could get it in that day (Monday) or the next they could probably have it back to me before the weekend (at the time I thought he was BSing me on that one). I told Jason I would see what I could do and thanks for his time. After some thought and discussion with The Boss (AKA my wife) we decided to close the store early and drive up to Tullahoma to drop off the van to get serviced. It was a beautiful two hour drive. The dealership and service center were both well organized, tidy, and clean. Jason was surprised to see us (I didn't call first) but immediately got busy putting together our list of work to be done and finalizing our quote. Again, he said that unless they found something unexpected they should have it ready by the weekend (yea, right). We asked for a restaurant recommendation and he gave us one for a local place called "One 22 West". That was a fantastic recommendation. I got a call from Jason the next day (Tuesday) letting me know what they found and asking what we wanted done for a couple of things. The next call I got was Jason telling me that the van was ready to be picked up...a day earlier than expected (Thursday). OK, so I'm kind of a pessimist (or maybe a realist based on my prior experiences with Chrysler service centers) because the first thing that I thought was "that was too fast, what am I gonna find wrong with it." I had already made plans in my schedule so I could pick up the van on Friday if it was ready but I went ahead and made some changes so I could go get it Thursday with the expectation that I would find something I didn't like and that would give them time to address it before the weekend so I could still pick it up Friday. Well, to my surprise, I did not find anything wrong with the work they had done. No grease on the steering wheel, no leaks under the engine, no funny noises (that weren't already there) coming from anywhere. After a week it drives and rides smooth and everything is as it should be. I've finally found a Chrysler Service Center that I trust. The two hour drive each way is absolutely worth it. Thanks Jason and everyone at Stan McNabb Chrysler!