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| - What a disgrace! I made an appointment for my 75,000 mile check up and service. I was told that it was a "quick and easy" and that it should take about 2-3 hours. I was offered a loaner car and made the appointment over the phone.
Upon bringing my car in I had to wait over 8 minutes while staff chatted. Finally, a man in a dress shirt and tie came out and had a service man come and take my car. The same gentleman found me minutes later and said he didn't realize that I was his 10:30 appointment. He introduced himself as "Cory" (Cory Pepper #959) and was very nice as he processed my car. Upon giving me the information on my loaner he advised that the car probably would not be back until Friday. Huh?!? When I told him the time I had been quoted he said that was wrong, that taking a loaner pushed me to the back of the line and that he would bring my loaner around to my car so that I could transfer car seats, etc.
When he pulled up I was aghast! The car he brought had candy wrappers in the front seat, empty and half eaten bags of food in the back seat with cookies still in it. As I opened the side door I noticed that the interior was all scuffed up with shoe prints and black marks, as if the previous passengers had kicked the door. I pointed this out to him, along with the fact that there was barely a half a tank of gas, and he said "this is how we give them". When I pointed out the food and debris he got frustrated and said, " we'll, you can clean that out."
Are you kidding me?!? Is this luxury service?!?!?
I told him that this was not acceptable, and that I would not take a car in this condition. He told me that it was the only car they had and this was my only option. I said that I would rather wait for my car, which he said would take about 2-3 hours. I said fine, that I would rather wait so than take this vehicle. He stood there, seemingly confused as to why a dirty car was not okay, slammed the door and walked away from me. I took a seat off to the side, figuring he would come back with new paperwork, etc. The next time I saw him, 15 minutes later, he was with another client. I pointed out that I would be leaving to have a quick lunch with a friend and then be back. He said, "TODAY?!?" And I reminded him that, yes, I expect the car back today. He shook his head and walked away.
I buy and drive the cars that I do because they are safe, beautiful and because you get what you pay for in terms of quality and service. My husband and brother drive Mercedes, and their customer service is always flawless. This is beyond awful and utterly unacceptable from a high end, luxury dealership.
While I sit here writing this (it's now been over an hour) a service man came over and asked if I was ok or if I needed anything. First person to do the right thing since 10:20 this morning.
It's now 11:40, and when I asked for the card of they GM I was given it politely, but not asked if anything was wrong. I told my story to the salesman while I waited for my rise and he said, "yeah, that's bad."
He's right. It is.
UPDATE:
Upon picking up my car (which was ready and cleaned beautifully by 1:30 PM) agent Cody asked if I would like to speak to the GM, whom I took the time to send this link to. I advised that no, I didn't have time, and he said that another agent would be checking me out. it was easy and pleasant, and I thanked him for his help.
Later today I received an email from the General Manager which, in part read as follows " (agent) acknowledged that there was debris in the car, which he promptly removed. Please understand that our fleet of loaner vehicles are used by a high volume of people on a regular basis, which we do our best to maintain; however, inevitably they occasionally have a few scuffs and marks and a partial tank of gas is protocol and a common industry standard."
While I certainly appreciate the GM taking the time to respond to my email, I have to say even the excuse was poorly presented. After all, when I bring my loaner car back the dealership takes the time to check it for scratches, dents and damages. You mean to tell me that they don't have time to clean it?
In the end, mistakes happen and I get that. And I'm more than happy to overlook them, forgive them, and move on when there is a sincere acknowledgement and apology.
In this case, I love and will keep my Lexus for as long as it runs. I'll have to find an alternate service dealership.
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