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.
Firstly, the customer service was subpar from the moment I walked in. The staff (denis) seemed disinterested and lacked the professionalism one would expect from an automotive service center. There was no warm welcome or any attempt to make me feel valued as a customer. I first had my transmission flashed there 2 months ago, and he gave me a huge hassle about calling my warranty company. I basically paid out of
pocket.
After coming back this time, I had to have the whole transmission replaced. The warranty company approved. I misquoted a time frame for the fix. I was told 3 weeks, and I would get a loaner vehicle. I dropped my car off Friday and never received a loaner vehicle. My car was fixed 7 days later. They kept telling me they didn't have any loaner vehicles. There was no communication from the service team about the delays, and I was left in the dark about the status of my loaner vehicle for days.
Worse yet, when I arrived to pick up the vehicle. I give it to CHEVY, their app tracking is very accurate and precise. They told me a technician (evan or ethan) was test driving it. I checked my chevy app and the technician drove the car two cities over on the freeway and did (god knows what). And had the nerve to stop and grocery shop with my vehicle. He was gone for a total of 20- 30 minutes. He basically took my car and used it for personal things. He could have broken something else in my car.
When I finally got my car back, I told the supervisor how upset I was, and he gave me 25$ to cover gas fees. Fast forward to today. My check engine light flashed on and my chevy app said Service Emission Systems. I honestly just wish my car could get fixed by the right person. If I can't trust the dealership, who can I trust to work on my car?
Overall, my experience at Serpentini Chevrolet of Willoughby Hills was a complete letdown. Their lack of professionalism, disorganization, and poor workmanship have left me with a bitter taste. I would strongly advise others to avoid this service center and seek more reputable options for their automotive needs.
I hope this review serves as a warning for others, and I sincerely
hope that the management of Serpentini Chevrolet of Willoughby Hills takes these issues seriously and works towards improving their services.
Check your chevy app people. You never know where these people go in your vehicle.
I will update, if this situation is resolved.