Confirmed Service Customer
This is the second time in the last couple months that I have taken my Tahoe into your dealership. Both times I went in for relatively minor concerns and your team found more major issues. First time was ~$4k and this time was about $3k. That is no problem as I think they were issues that needed to be fixed. My issue is your teams communications is horrible. Both times my car ended up being kept for a second day, and neither time did anyone reach out by phone or text to let me know. Also, this time I was told everything was underway, including a new radiator, but when I texted your team late afternoon come to find out that the new radiator you had in stock was damaged so you had to find another one, and again the only way I knew was when I reached out late afternoon. Also, your “live updates” are no such thing! Late afternoon on the second day this time I again checked the “live update” and all of the things you were repairing, including simple things like oil change and wiper replacement still showed “in process”. This was at 4:14pm the second day, so I begin to wonder if anyone had even started on my car. I texted the service advisor and asked him to call me ASAP and he called and said he thought my car was done but that they were test driving it. Again, only way I knew was for me to reach out and your live update was not updated. Five minutes later after I complained to the service advisor the link was updated as all done. This was at almost 5:00pm on the second day. No apologies for no communications or explanation as to why it took so long or why I wasn’t notified, and he admitted that the live update doesn’t mean anything unless the tech doing the work updates it himself. In general I find your tech’s work pretty good, but the service guys I deal with are never very friendly/ professional, and never go out of their way to make you feel like they value my business. If I had another choice near my house I would go elsewhere, and after this last experience I will investigate options more completely. That having been said, after I complained on the phone, when I arrived the service guy was polite and told me he valued my business, the first time this has ever happened to me at your shop, and my Tahoe is 12 years old! Overall, never a great experience dealing with your team and I certainly wouldn’t recommend your shop to anyone else.
Michael T.
HIGHLANDS RANCH,
CO
Business Response
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