Extremely disappointing experience from beginning to end. I came in for what should have been a…read moreroutine oil change and left with serious concerns about the service, inspection, and customer service I received.
Quecealla Turner's responsibility: She provided me with a specific price and then failed to honor the price she quoted. I was subsequently left waiting approximately six hours, only to be told that my truck had been forgotten. As the employee handling my service, I expected accurate pricing, communication, and basic respect for my time. I received none of those.
The technician's responsibility: My Multi-Point Vehicle Inspection stated that my truck was in excellent condition. However, Oscar acknowledged to me that the young technician had provided inaccurate information on the inspection report. After service, I discovered missing hardware causing a clanking noise and an oil pan drenched in oil. I now have to have my truck independently reevaluated to determine what was missed or improperly handled.
Oscar's responsibility as Service Manager: Once I brought these concerns to him, I expected him to take ownership, investigate what happened, ensure the truck was properly reevaluated, and provide an appropriate resolution. Instead, after acknowledging that the inspection report was inaccurate, Oscar essentially attributed the situation to my truck being old and having high mileage. That did not address the inaccurate inspection or my concerns about what happened during service.
The dealership owner's response: I eventually brought the matter directly to the owner. He reimbursed the $175 oil-change charge, which I appreciate. However, when I asked the dealership to address the oil pan with sensor and radiator hose to make the situation right, I was told that nothing further would be done because of the truck's age and mileage.
I was not asking for anything unreasonable. I was asking the dealership to address specific concerns arising from this service experience. Instead, I am now having to spend additional time and money getting my truck independently reevaluated.
Age and mileage should not eliminate a service department's responsibility to provide accurate documentation and properly communicate with customers. If an older person had a medical procedure go wrong and was simply told, "You're old," that would not address what happened. The same principle applies when a customer entrusts a vehicle to professionals for service and inspection.
My warning to owners of older or higher mileage vehicles: be extremely careful. Get every quote in writing, verify every charge, carefully review the Multi-Point Inspection, ask exactly what was performed, and inspect your vehicle before leaving.
Quecealla failed to deliver on the price and communication she provided. The technician's inspection was acknowledged by Oscar as inaccurate. Oscar, as Service Manager, failed to provide the level of investigation and accountability I expected after being notified. And ultimately, the dealership chose not to address the additional concerns I raised beyond reimbursing the $175 oil-change charge.
I came in expecting professional service and honest documentation. I left with additional concerns, additional expense, and a complete loss of confidence in this service department.
