Very dissapointed.... and i had nothing done. I have a car I took in for recall work. I made an appointment. When I arrived, I stopped at the entrance to the service bldg, to wait for someone. NOTE: first impression...about 4 or 5 black shirts (?) were standing against the far wall, talking. One looked like she waved at me (?). Bad first impression. I stood by my car for about 5 minutes, when she came over and asked what they could do. I informed her I had an appointment for recall work. She said ok...someone would be with me shortly. A moment later, another gent (in black) came and asked the same question, and again , someone would be with me next (he gave me two names, I don't recall). While I waited, another customer pulled up next to me. I was chatting with Marc (salesman) and didn't notice that the service writer took the guest that came in after me. After I waited about 1/2 hour (YES...standing at my car) I went in and found the young lady, and told her I had an appointment, about 40 minutes ago, I was still waiting. She said the young lady in front of her would be with me in just a moment. She did come over, got info, then asked if I needed a ride. I asked how long this would take. (Recall work...headlight module/key fob...Mitchell estimate about .5 labor hours) she said a "couple of hours", I couldn't get more time info. I asked why I hadn't been told that it would take that long when I made the appointment (which by this time I figured was totally unnecessary) she replied she didn't know. Having appointments myself later, I declined to wait.
Now...not to ask for pity...but I am disabled (not visual, cardiac). No one asked me if I wanted to sit. No one asked me really anything, except the salesman (Marc) about buying a new car...and I did tell him I was disabled.
I did service (customer, and yes...repair work on cars) for 35 years. First impressions are important...seeing a group of people, even if they are off clock, on break, or report to different depts. is not good, especially when the customer is waiting, and it IS one of them that comes to the customer, eventually. You should be more upfront with your customers, time estimates, etc. I could've waited..yes...but by that time, I really felt the "recall work is not our priority" attitude among your staff, and decided against it. I'll find someone to do the recall work. Very disappointed.