I accompanied a friend to the dealership for an oil change, and unfortunately, our experience with…read morethe service advisor, Tasha, was extremely disappointing.
From the moment we interacted with her, her attitude came across as dismissive, unwelcoming, and unprofessional. She carried herself as though she would rather be anywhere else than assisting customers. Neither my friend nor I felt valued, welcomed, or encouraged to return as future customers.
What made the experience even more frustrating was how she handled questions regarding the vehicle's service and the issues I expressed concern about. No diagnosis was completed to determine what was actually wrong with the vehicle. I understand that dealerships typically charge a diagnostic fee to investigate vehicle issues, and I have no problem paying for a service when it is properly explained and handled. However, Tasha insisted that I pay $225 upfront before she would proceed with the diagnostic, without making any attempt to contact my extended warranty provider to determine whether the cost could be covered.
After contacting my extended warranty provider myself, I was informed that the dealership should have attempted to submit the diagnostic for coverage before requiring me to pay the fee upfront. Instead of making that effort, Tasha dismissed the possibility of contacting the warranty company altogether, stating that they would not answer because it was Saturday. She did not attempt to call, verify the coverage requirements, or explore any available options. She simply refused to proceed with the diagnostic unless I paid the $225 upfront. As a result, the issues I raised with the vehicle remained undiagnosed.
This was particularly frustrating because I had an extended warranty specifically to help cover eligible vehicle repairs and related expenses. I would have expected a service advisor to make a reasonable effort to understand the warranty process and help determine what was covered rather than immediately dismissing the option and insisting on an out-of-pocket payment.
Additionally, the overall interaction felt more focused on finding additional services to charge for than on genuinely helping the customer understand the vehicle's needs. There was very little effort to explain options, address concerns, or provide the kind of guidance one would expect from a dealership service department.
Having previously worked in a dealership myself, I understand how important customer service, transparency, and professionalism are to the overall service experience. I also understand that dealership pricing is often higher than other service options. When customers are willing to pay those prices, they reasonably expect a level of customer care that justifies the additional expense.
Unfortunately, that was not the experience we received. I cannot speak to how long Tasha has worked there, but based on our interaction, her approach to customer service left a great deal to be desired. Customers should not feel like an inconvenience simply for asking questions, expressing concerns about their vehicles, or trying to understand their warranty coverage.
First impressions matter, and this experience did not leave me wanting to establish a long-term relationship with this dealership. Management should take this feedback seriously and review both the customer service provided and how extended warranty claims and diagnostic fees are being handled. A dealership's reputation depends not only on the quality of its service work but also on the professionalism, transparency, and willingness to help demonstrated by the people representing the business.
