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| - Took my vehicle in a few weeks back to have serviced. When I arrived, I was greeted with nothing but the beginning of many excuses. Oops... we let too many service people have the day off and we overbooked cars for service today. I should have taken my keys and left right then and there. I had to make arrangements to get a ride to follow me there and take me home so I really had no choice but to leave the vehicle. The service advisor had no interest in the video I took of the problem I was having with my vehicle, he was more interested in telling me that the Service Manager, Kelly Scott who could look at the video, etc... was in a meeting because they were so short staffed. My thought was, great time for the Service Manger to go into a meeting when you are short staffed and taking in vehicles for the day.
Never got a call back later in the day with status on my vehicle, I had to call them. Said they needed to keep it another day, a no shock here as to why...because they were under staffed and simply didn't even get to it.
The following day, I waited until just before noon, still no word from the service department. I called and this too was a complete fiasco! No one would answer, someone would answer, then I'd be cut off, spoke with a girl who was going to go get a service advisor and she never came back to my call, it was a complete joke! Then I was told a message would be given to the Service Manager. I waited...and waited... and waited....no call. I called a friend and got a ride to the dealership, this is how bad it was I had to physically go there to get some answers and to speak with someone, anyone!
When I went into the area where the service advisors all sit, I could see they all had food sitting on their desks so clearly, they all had time for lunch but no time to answer or return a call. I asked to speak with the Service Manager. Kelly Scott proceeded to get very defensive and make excuses why he had not called me. I said, all I want are my keys and my vehicle. He tried to say that he had tried to call me yet there I stood with my phone in hand and NOT ONE call from him on my phone. Then he tried to make excuses about how busy he was and changed his story to say he was getting ready to call me. I had called, waited 30 minutes for a return call from someone and then got a ride to the dealership which is 10 miles from my house and he never bothered to even place a call to me so at this point, he had no credibility with me whatsoever. All I was getting was lip service when he should have been humbling himself and apologizing to me, after all, I believe I was the customer.
He was very rude, talked over me when he realized I had called him out correctly about not even trying to call me back, etc... I explained to him he needed to stop and listen to me speak so he didn't have any other customers experience the horrific service I had. Then I asked, has my vehicle been worked on and the answer after 1 1/2 days was a not surprising no, it has not been touched.
As we walked into the cashier area, he turned to me asked where I bought my vehicle and said to me, well, maybe you should have taken it there for service. Well, Kelly was absolutely 100% right about that! I should have never gone there and if that was the manner in which he dealt with a shafted customer, I will never take my vehicle there for service ever again even though it is closer to my home. I would never trust him or his staff with my vehicle.
I proceeded to take it to Jeep at the Scottsdale Airpark. They found the issue, communicated effectively with me (I didn't have to chase them down) and gave me a loaner car. Wow - customer service at last! Scottsdale Jeep has a new fan and I will recommend their location to everyone I know and steer people away from the N. 26th Avenue dealership.
Next meeting there needs to be about CUSTOMER SERVICE!!!!
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