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  • Old 5-Star Review: Fair deal, professional staff, actuallly had fun with the folks - no time wasted. Side note ... but a huge deal to me: Nobody held my keys hostage after my trade was appraised! New 1-Star Review: Alerted for oil change by OnStar. OnStar app asked if I would like to schedule an appointment with my servicing dealer, Freeway Chevrolet. I scheduled it last week for this morning at 9AM. At 9:00 I arrive in line. 5 cards parked with nobody around, and 1 truck in front of me with a service advisor helping. They get sward away, as another SA asked me what I need. He says he will notify the oil change folks, goes and sits in plain view and opens a paper. 8 minutes later the truck gets checked in. At 9:16, I pull up, the same SA who worked with the truck owner tells me he will get me in, it will be a 90 minute wait or so as it is first-come, first serve. I explain politely that I had an appointment and I will return some other time. I back out. A huge chunk of my morning was wasted because they don't understand the concept of appointments. I call, leave a message letting Roger, the Oil Change Manager, know that I will be back tomorrow and they will change my oil, wash my car, etc and I will not be paying and I require a callback to confirm this. A short time later I get a call back from Lonny, the Service Director. He tells me he will take care of it tomorrow, but in the future, I will need to know that they do not honor appointments for the oil change services, and that I should just use the OnStar as a reminder. They cannot change the setting with OnStar. I then explain that perhaps Freeway Chevrolet needs to change, not OnStar. OnStar is a customer service tool, and they may be better suited to adapt to the tool. No chance, but they will take care of me tomorrow - not 100% certain I will go. So ... I guess if Lonny makes reservations at a restaurant for dinner through an app that the restaurant subscribes to, say OpenTable, and he arrives on time; he should expect the staff at the restaurant to tell him it is a 90 minute wait as there were other there before him. That even though they subscribe to OpenTable/OnStar as a restaurant/servicing dealer, they do not honor the appointments made via the app. They wasted my time. They will waste your's - at least in service, it seems. So what did we learn? Sales is run as one would expect, but the art of customer service is seemingly dead at Freeway Chevrolet.
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