The level of customer service was absolutely terrible. On Monday morning, I called and scheduled an appointment for 12 pm. My car would not drive, so I got it towed and it was dropped off at 12:02 pm. When I scheduled the appointment, they said they would give me a call when it was dropped off. They did not call right away - ok, maybe they are busy and/or want to look at the car before calling me. By 2:30, they still had not called, so I called them. No one answered and I was stuck in an endless loop of automated menus. After calling multiple times, around 4 pm, I was finally able to get transferred to someone's voicemail - I left a message. At this point, I didn't know if they had even moved the car to a safe location or if it was just sitting in their parking lot. An hour later, no one had called me back, so again I called, and in their endless message system, there is an option to speak to the general manager - I selected that number, and it immediately hung up on me. I thought maybe it was a mistake and they hung up when trying to answer, so I called again and selected that option, it was not a mistake, it immediately hung up on me again. By 5:30 pm, I had called at least 10 times without being able to speak to any with knowledge of what was going on - at this point, I was desperate to at least make sure my car was safe - I was thinking I might need to take an Uber to their service department just to see that my car was there. I was finally able to get ahold of someone who could look in the system and see that my car had arrived, but that's all they could tell me. The next morning, I called again - the person who I was able to talk to said there was a car that was dropped off the previous evening - 12:02 is not evening and I kept trying to tell her that, but she would just interrupt me or say she's putting me on hold. Eventually, she said that the car that "was dropped off yesterday evening" had not been looked at and they were shorthanded because they had an outbreak of Covid - in my opinion, that is why she kept saying evening, so it wouldn't seem like it took them so long to look at the car. At 12:30, I was finally able to get some information on my car and they determined that it was a transmission issue and would not be fixed until the end of the week (the TCU had a 10-year warranty and my car was 10 years and 1.5 months old - terrible luck, but that is not their fault) - they took 24 hours to even look at my car. I told them I had an important meeting Thursday and would need a car Wednesday night-Thursday, they said they would call back the next day with an update and rental car information. The next day at 2 pm, they still had not called and the previous day they told me the rental car place closed at 6 pm. I called multiple times and left two voicemails and no response. Near 3 pm, I called again and told the receptionist who I had spoken to previously that I needed to get ahold of someone so I could get the rental car before they closed and he had to go search for someone, who called me back 30 minutes later, near 4 pm. I was able to get a rental car and that worked out well, which is the only reason I am giving them 2 stars. When I went to pick up my car, no one in the back working on the cars or walking around was following Covid protocols - they were not wearing masks and some people were standing/walking and talking right next to each other. Additionally, the inside of my car was dusty and the steering wheel was filthy and sticky - indicating they did not clean it at all, meaning they could have left Covid infected droplets all over the car because they weren't wearing masks. Remember, the excuse they gave me on Tuesday for the delays was that they had multiple people get sick...I wonder why.
Alex
Feb 16, 2021
