I am always suspicious when customer service suddenly improves when there’s a survey taking place. I've had problems in the past with service, but now staff is very upbeat, smiling and cheerful. I hope it lasts.
One thing I didn't like at all this visit was being told by staff how to answer this survey. I was told, ‘remember, anything less than a 5 is a failing grade’, which simply isn’t true. By saying this they are trying to guilt trip customers into giving a perfect score when perhaps the service might have been good, but not perfect. They are also trying to influence the outcome of the survey by saying this. I was also told that when I mentioned how high their prices are compared to other places, that this wasn’t part of what the survey was addressing. Hmmmm, really?
So, the things I did like:
They finished my car earlier than when they said they would (they said they found a leak that needed fixing).
The staff was cheerful, even though I was semi-grouchy from having my car break down at a bad time.
They made me a nice print out of everything they thought needed to be done to my car.
They offer courtesy rides, although I didn’t need one this time.
What I didn’t like:
Price gouging on getting a replacement key. I could have ordered a way cheaper one on line, but it would have taken too long.
Prices are higher than other places. I’m going back to my old mechanic.
The young woman who greeted me at the dealership was pretty ignorant about cars. She kept talking about my battery when the car turned over fine, it just wouldn’t start.
And she told me after the diagnosis that they couldn’t find anything wrong (except for a bunch of maintenance work they said needed to be done for $700) and I probably flooded the engine. When I told her that I didn’t even touch the gas before starting it and it still wouldn’t start an hour later, she didn’t have a cue what to tell me, except that she was told I probably flooded it.
So, overall they were okay, but not perfect. Sorry, no 5 stars.
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