Sales Department's Reviews

4.8

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Joni P.

Greenwood, IN

02/14/2023

Category: Sales

Poort Service/Poor Customer Service

In November we took our car in for new tires the day before having to leave for a conference in St Louis. As soon as they were done, I headed out of the parking lot and noticed my low tire light was on. I went back and they stated there was not enough air, so they aired the tire back up. The next day as I got in the car to head to my conference, I noticed the low tire light was on again. I drove to the service department and explained the situation. They sent me to the waiting room. After sitting there for 1 1/2 hours and now late for my conference, I noticed my car was parked in the parking lot. I went to the service desk to inquire and they informed me that they have been busy and yes the car was finished. I asked them what they did and they stated they just aired up the tire. I tried to explain to them that the problem was more than this, but they assured me it was not and sent me on my way. As I was driving to St. Louis, about 1 1/2 hours or so into my trip, I checked my tire reading and I had lost 17lbs of air. I stopped and aired the tire and was able to make it to my destination. I chose to valet park the car and pay additional fees for fear of what would happen. In the meantime, my wife called and spoke with the service manager Tim. He told us to bring the car in as soon as I returned, apologized and also said to call him with any issue. During my trip, I tried to call him as the tire had went completely flat and I wanted to be sure there would be no mechanical issues with the rim since it had set with a flat tire all week. He never returned my call. I had valet air the tire and made the trip back home with stopping and adding air. When we took the car it, we were told that a valve was not sealed and that the tech did not do a proper job by putting the tire in a dunk tank to check it before sending us away with the car. The service manager told us that he was going to speak with the owners about a fair resolution to our issue and wanted to repair the damaged relationship. Two and a half months went by and we received no phone calls. We tried calling and left messages that were not returned. In mid January, we called and asked for his manager. He did call back, checked into the situation and then offered us a choice of $66.00 as as reimbursement for labor or a free oil change. Mind you, we are not out for a big payout, but just asked that they be fair. With the safety issue, the lack of communication or caring, we did not think that this was fair, so we asked to speak with his manager. It has now been over 2 weeks and two voice mails later and Ashley has not bothered to return our phone call. Apparently customer caring and repairing of relationships is not something that this dealership care about. We are soon to be in the market for another vehicle and we did purchase a 2021 Genesis from them, but I do not recommend being involved with this dealership as apparently if they put you in a situation that compromises your safety and jeopardizes a customer relationship, they do not care enough to resolve the issues.

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