I arrived on Wednesday at noon, being told that they would look at my truck between 4 and 7 PM. After waiting until five o'clock p m, I was told that they would look at it at 3 AM because they didn't have anyone available until then who could replace a clutch. I got a room and awaited until the next morning, expecting them to contact me, as the replacement would take approximately 3 to 4 hours, per the service member at the counter.
I called the service department at 7:47 in the morning on Thursday. I was them told that the job was assessed and the parts were being pulled. I checked out of my room (directly across the street from KW) at 11 AM. It had been almost 3 hours since I spoke to the service department. I was told that the parts had STILL NOT been pulled. Frustrated, I made my way upstairs to the driver's room, overlooking the work area. After being assured several times throughout the day that the job was being completed, I went into the service department at 4 PM to find out what was going on. I was nonchalantly told that her tech had GONE HOME FOR THE DAY, WITHOUT EVEN PULLING THE PARTS!!
At this point, I was very upset. The young lady from the service department assures me that she will have someone on the repair at 3AM.
I now have to reschedule 6 clients after spending four hours scheduling them with the promise of the repairs being completed. I then have spent all day at the KW, and now I have to get a room AGAIN. The following morning, I call again at 750 AM.
I speak to Ryan, who tells me the job is in process and will be completed this afternoon. (If it's a 3 - or 4-hour job, that was supposed to be started at 3am, how is that and afternoon finish??) I them all to speak south Bryant (Service Manager). He tells me that he'll find out what the communication issue is and get the repair done by early afternoon. TOTALLY UNACCEPTABLE COMMUNICATION. read more
