Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.
Four months have past since my last interaction with Earnhardt Genesis team. Again, I had a "Check Engine " light appear on the display of my G90 so I contacted Earnhardt to get an appointment. Since it was due for an oil change, I added this to the appointment. As far as scheduling, things had not changed and I was given an appointment 30 days out.....They apologized for the delay but they said they were booked solid. After waiting the 30days, I finally dropped my vehicle off to have the Check Engine light looked into and have an oil change. I was provided a loaner and off I went......To my very pleasant surprise, around 3pm (the same day !) I received a telephone call from Kelly Lara informing me that the diagnostics came back with a minor repair needed and that the oil had been changed and the car was ready. On a side note, Kelly Lara is a true professional that knows the importance of customer service).....In any event, I was truly pleased with the prompt and professional service that Earnhardt has been known for....they may have stumbled a little during the pandemic but it appears things are appreciatively better .....Hopefully they can work off the backlog and reduce the wait time for appointments......for this I give them 4 Stars