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| - I bought a Patriot here. The buying experience was great. Actually between me and my parents, we've purchase 4 cars there over the years. Never had a problem. If your looking talk to Anthony Pena.
However, the service department is crap. I've had my new vehicle for almost a year, so I've gone in twice for an oil change and then once for them to check out my breaks. Appointments were made on the phone and every time I thought they could work on their phone etiquette or just customer service over the phone period. But what happened last week really pushed me to the point of writing this review.
I called in about a week and a half ago to set up an appointment to get my AC looked at. The appointment was for August 12th which was a Friday. A few days prior to the appt I realized I didn't know the drop off time.(They don't make reminder calls :(. ) So I called on Thursday at 5:45pm (Its the end of the day, I know, but you have a better chance of getting through because they are so busy) they reminded me of my appt time and I got off the phone. Well, I forgot to ask if there would be a service fee so I called back at 5:50. Well this time I was sent directly through to the messaging center. The lady I spoke to said they were closed so she would make sure they get the message and have someone call me back at 7:00 am, when they opened. I immediately got annoyed, and I'm going to tell you why. 1. They close at 6 SIX! At 6, ya'll! I work customer service too. I know we want to get home but at the end of the day if a customer comes in or calls even a min before close, you should assist that customer! 2. Lady, I'm calling for a quick and legit reason. I need to know the cost! If you want your money you also need to make sure you assist AND inform the customer! 3. This is the exactly the reason that function of the messaging center is unnecessary. I don't know if they service multiple dealerships but I feel like basic info like that, they should be able to access and pull up what an initial service fee would be!
The next morning... No call... I get to the dealership and the man doing the intake ask me if I need a shuttle home. I reply no, I'm going to wait with it. (Because, like most of America, I have a freaking JOB and things to do, so I need my car when it's ready!!!) This man tells me... 'Oh ma'am, this is just the drop off time we're going to have you're car till Monday or Tuesday'.
I had to take a breather... 1. That's exactly the type of crap that should be communicated at the time of setting up the appointment. Never once during these two damn calls did anyone say anything remotely close to leaving my car FOUR DAMN DAYS!!! At first I was gonna leave and not worry about the ac until I could get some time off to leave my car for a couple days, but we're in AZ, so not really an option. 2. If I'm dropping it off on FRIDAY, why am I leaving it till MONDAY or TUESDAY. couldn't I have just dropped it off on Monday! Because now I'm out of a car for 4 days!!! 3. I depend heavily on having a vehicle for work ( you know, the thing most Americans do to pay bills) So now your messing with 4 days of pay... NOT COOL LARRY H MILLER. Luckily, My parents have an extra vehicle that I was able to use.
In this instance, they definitely are not taking the customer in consideration. Y'all need some customer service training. And a better system when it comes to that good for nothing messaging center. If I didn't have 1 more free oil change I wouldn't be back, Oh but believe me when I say, I will be looking for someone else to service this vehicle soon!
For all the prospective buyers, the crew is not all bad. And based off my experiences you shouldn't have a problem buying and such but BEWARE of the service department.
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