Yet another failed service experience
After having an initial terrible service experience at Rick Case Weston, the management team pleaded for me to give them another shot and take down my negative review and because I understand sometimes things happen I did, so this time when I had to bring my car in for service I was certain the experience would be better as they assured me my service associate would take the best care of me, but boy was I wrong. My car required a 4 hour service appointment which I made in advance for 10:30 am. I was told I could get a ride nearby but upon arrival I was told it would be an hour wait to get a ride so I was forced to pay for an Uber instead. Danny assured me they would get me in and out and said he would call me when my car was ready around 2. By 2:30 I hadn’t heard anything, so I called him to see what was going on to which he called me back at 3 (2 hours before the service dept. closes for the day). It was then that he informed me they had gotten “backed up” and would not be able to get to my car at all that day. I was astonished. I asked why he didn’t call me earlier and let me know what was going on and he didn’t really have any other reason except they were busy. He told me I could leave my car and they would try to get to it the next day which was not an option for me as I live over 30 mins away from the dealership and needed my car for work. I already had taken a full day off from work and now it would require another visit of going back and forth paying for Uber’s since their shuttle is unreliable and wouldn’t go that far and equal more wasted time on my end. I was offered a “loaner” which would have been ok although still inconvenient but it was actually a rental. He said it would require me going to a a hertz location to get a car (pay for Uber’s there and back and then again the next day when it was time to drop it off), and it would would require me to go through the hassle of all the rental paperwork and me putting my credit card on file. That is not the way most loaners from reputable dealerships work and was completely unacceptable to ask of me. I was beyond frustrated that after a whole wasted day. I was forced to pick up a car that still was not fixed. The lack of communication and professionalism is unacceptable. I feel totally taken advantage of especially after I was assured I would be taken such good care of because of what happened last time. It is obvious they don’t care about the customer, they only care about how negative reviews affect their bonuses and make them look to upper management not about actually resolving issues or providing reliable service and repeat business, and I believe they had no intention of actually trying to create a better experience for me. When I said I would be forced to take my car somewhere else because I can’t risk this happening again Danny just said “yeah take it somewhere that isn’t as busy as us cause there’s nothing we can do”. Wow. Perhaps scheduling and management should do something to organize the business if that is the case, but do not make customers suffer, waste valuable time and money. It’s completely unethical and wrong.