4 years ago
Woah! Never, ever, ever, ever, take your car here ...
Woah! Never, ever, ever, ever, take your car here for service! I drive a 2016 z51 2lt Corvette stingray coupe and brought it in for an oil change, alignment, and a clunking noise I heard under the car while driving in from mobile Alabama at speeds that require my car to be perfectly tuned!
Reservation call was perfect! Took my info and scheduled me that afternoon for 1:30pm from a 9:00am call. Check in was smooth at 1ish, wonderful young lady, who definitely had to adjust the seat all the way forward, took my keys and engaged me appropriately!
Ms. Angie was next, warm and comforting, took pictures of my car and my info, confirmed what I was there for and called over the shuttle person after I requested the never available loaner, Chevy you have to do better! If we buy a $70k vehicle we expect a different level of experience...Mercedes like, jaguar like, even tesla like but to treat us like we just bought a Cruze! Unacceptable, that's at every dealership I've visited from ga to FL to ct to la! If theres no Express lane for high end customers at least have a comparable loaner, you have two hundred on the lot! I digress, there were people standing around waiting on their cars and trucks for hours, that should've been a sign.
Shuttle driver was excellent, even for a California driver! I felt safe and he had a great demeanor and conversation for a millennial. Delivered me to the Westin along the river promptly.
Heres where it goes sideways...About 6pm that night, having not received a call to retrieve my car, I called the dealership. The customer service rep was a smart mouth! I said "I'm calling to check on my car that I dropped off at 1pm, I haven't heard status updates nor received a call...is this customary?" To which she replied in a condescending tone, "they probably called you and you missed the call but Angie is gone now...I'll have one of the reps call you before we close at 7pm..." I never expected to get that call!
At 8am, on the next day I begin calling...first call, rep routes me through the call que, on hold for 4-5 minutes then I press the call back feature...I call back immediately dont get a live person and am routed through the system so I hold in the que for another 10min., then finally I get a call back from the previous call, it's the first lady i spoke to! I inquire about the car and she cant provide me diddly!
At this point i go through the dealership website to find a service contact. I think i emailed the sales manager about my experience, i get a call back within the hour. He tells me the tech couldn't reproduce what I heard and that's what was taking so long. I explained to him when and how it occurs. He said we'll take another look and get back with you.
Around 3pm that day I get a call from Angie to inform me that my car is ready. Shes so nice it's hard to be upset with her. So we schedule the pick up. Shuttle driver promptly arrives at westin and delivers me and the other passengers to the dealership. This lady has been waiting over four hours for a radio issue! Best buy can install a new one in under two hours!
I get there, Angie greets me and retrieves the technician. The tech was cool, explains when he got the car, 11am the morning of the second day! We go for a ride in the back parking lot. He fixed the clunking sound when you turn the car hard right or left in forward or reverse! He tells me about the 120lbs of torque required on the lower adjustment and 55-75lbs on the top. He said my bolts were loose, probably from the previous alignment, Chevy dealership in Macon, Ga!!!! I apologize (earlier I said he should be fired if he couldn't hear that loud noise, he aligned it first which fixed the problem) and thanked him!
The customer rep that checked me out was excellent and apologetic for the long wait. We talked about his cool car, a speed 3! I had to drive by it and check it out, it was cool!