Had a part that was suppose to be ordered for my car. I was told it would take a week to come in and that I would receive a call. I didn't receive a call until 3 weeks later. So right from the start, the wrong expectations were set by my service technician Robert. If something change with shipping, it may benefit you and your customer to update them on a change in ship time.
Furthermore, per Robert and my conversation once I finally got the call a week before I brought my vehicle in for repair, he said he would set me up an appointment for Friday to get my car fixed. When I arrived Friday for my appointment, I was told there was no appointment set up for me and that they couldn't look into or why that was the case because Robert was not there to ask. So now, not only were proper expectations not set, but effective communication is showing to be a glaring opportunity for the service department because the person helping me appeared to have idea how to help me since Robert was not available to ask.
Thankfully another service tech said there wasn't many cars to work on that day, so they could still get it done. After returning to pick up my vehicle after I got the call that it was ready, I was told there was a charge of $41 for a rental loaner that I was given that last time my car was held for 2 Days and couldn't be repaired because they had to order a part for it. So you probably can start to understand why I would be extremely frustrated at this point I hope.
Of course I challenged the lady checking me out to explain how that's possible and even why, and after partnering with the person supervising the service department that day, they saw that the orginal paperwork for the repair was not related properly to the repair completed on my vehicle today. Yet, another example of how effective communication is a glaring opportunity for the service department. I asked to speak to Robert's manager Pat, so I could leave some feedback, but he was not available that Saturday.
All in all, I hope this feedback is valuable somehow and that these mistakes aren't made again for the next customer. You all have to do better going forward as a team, cause this entire experience has been completely unacceptable. The only silver lining for Best Chevrolet's service department that I see coming out of this, is that although my experience was bad, I would still never bring my vehicle to get it serviced at Bryan Chevrolet (5 minutes from my house), cause believe it or not, they are actually worse. read more