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Recent Reviews

Kent H.

Wellsville, UT

09/01/2023

Category: Service

Lack of communication time after time after time........

Bought a new 2023 Palisade and things were great at the first, the sales team was super professional and polite. At about 2000 miles a piece of trim came off of the car while driving down the road. We called the dealership and they asked us to come in that day so they could see what was going on. Upon looking at it Matt determined that it was faulty and they were going to order a new piece under warranty. They take pictures and assure us that they will call us when the part comes in and they can put it on. We drive away with full confidence our part will be ordered and we will not have to drive a new car around that has a missing piece of trim. TWO months go by and we hear nothing, so I call them to see what the status is. To my alarm I learn that nobody knows anything of my situation. This person tells me that she will get it figured out if I can send some pictures of the missing trim. I send them and hope for the best. I wait a few days and call back to ensure my situation has been resolved and once again, nobody knows what is going on. I am informed that the person I talked to a few days prior only works part-time and she would be working the following week. This is customer service??? Nick in the service department promises me he will figure it out by the end of the day. He gets my part ordered and it comes in 2 days. He did an awesome job. I go to get my first oil change about a week later and was hoping to talk with Matt about falling through the cracks and being forgotten about. I call the dealership before I go in and ask if Matt will be there, I did not want to go in if he was not going to be there. Receptionist tells me he will be there all day. When i get there I ask to speak with Matt and come to find out that he is out on vacation, he will be back the following week. Nobody knew what was going on there. Being frustrated with all these communication problems, I reach out to the guest experience manager, Curtis. As I meet with him he is quick to write down all my concerns and tells me he will meet with Matt and find out what went wrong so they can keep it from happening in the future. He assures me he will make it right with me for all the hassle. I tell him that just the communication would be great to know that it gets fixed. I wait a month and do not hear anything back from him. I send him a text expressing my concern and hear nothing back from him. I am sure that as this review gets posted I will be contacted and they will care then when their reputation is put out for people to read. It is simple, just do what you say you are going to do, that is all that people care about. Just frustrating when you are told one thing and it is not followed through.

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