ReScore Reviews™ (53)
I am very sorry we didnt keep you updated on the vehicle, its our normal to call once every 3-4 days for long term vehicles . Thank you for servicing your vehicle with us.
Thank you for the great review !
I don’t think you’re quite getting it yet!
Sure, the new software program didn’t live up to it’s expected and assumed capabilities that didn’t include transferring the notes.
The software program designed for your dealership had the capabilities built into it, the real problem rests with, someone there failed to test it so it could be implemented into action to use with your customers.
That was the root cause of the problem of ‘the oil change problem’ that was dropped through the cracks.
That happened because someone dropped the ball and failed to test it.
The other problem that exists that seems to be getting glossed over is the fact that I sat there for 4 hours not knowing what to expect, only assuming. That’s partly my fault again along with my failure to make sure you installed the correct oil. I should have inquired periodically so I new where I stood. I failed because I assumed this was your job because I’m the paying customer!
Originally I was to be informed when the shuttle driver returned for a so called 3 hour service so I could get a ride to do some work I needed to do. Instead, I wasn’t notified while I patiently waited for an hour. At that time I chose to wait another 2 hours to get my car. After waiting 3 hours, I did go to Ilium and ask if my car was ready. He said it was a big service and they were still working on it. Was told to go wait in the waiting area and he would let me know when it was ready. I waited another hour, total of 4 hours!
I’m not sure why this part is being over looked? Unless it’s either your normal way of dealing with customers or it’s an easy way out because I’m not pressing it and you will think it will just go away because you think I’m ok with it. Would you be?
This is what I think. I think the mechanics and people in the back working on, then washing cars do a good job and are reliable. It’s the people upfront that’s dropping the ball with the customer.
This was sent Oct. 16, Friday. No response.
Sorry thing went off the rails, the new system did not pull over our old notes but everything is fixed for next time < thank you for your support and the review . I promise we will do better next time!
Spoke with customer and put policys in place to make future customers aware of our protocols. Thank you for the review
Thank you for the review, i am truly sorry the experience here was not a 5 star experience . We have talked and i believe the next experience will be much better , again thank you for your time in helping us grow.
I am very sorry you had this experience with the staff here at Sheppard Motors. We strive for 5 star reviews , thank you for your honest feed back. It looks like we have a few things we need to work on.
I am again truly sorry your car was returned back to you in that condition , my technicians and I had a meeting and we have new policy in effect for removing customer personal items when removing dash and center consoles. I am also sorry the part took so long to get here from the manufacture. Hopefully we can make this up to you in the future
I am sorry you had this experience with our dealership, we have set an appointment to have the car re inspected and I will be going on a test drive with you. Thank you for your response.
Thank you for the updated review. We appreciate you giving us a second chance. We hope you return to our dealership for your vehicle needs in the future.
-Sheppard Motors Service Dept.
He also said that the original quote price would be honored on this transaction and I would be getting a refund for the differance.
It was the right thing to do and he will have me a a returning customer.
I arrived at the appointed time and sat with the service writer to fill out the customer information. I told him that all I needed was a oil change for my 2015 Genesis 5.0 and was quoted a price of $89. He said it would take a hour so I sat in the customer lounge a waited for the work to be completed.
One hour later the service writer came to me and said the work was completed. I asked where do I pay? He said come to my desk and I can take your payment. The bill came to $132.30 for the oil change. I asked why and was told by the Service Manager that Genesis 5.0 are more expensive.
The price quoted was the normal price for our oil changes, your vehicle takes 3 more quarts of oil then other vehicle so that is where the price difference came about. I am sorry for the mis quote and glad we got things worked out over the phone.
Once I receive the tire rotation refund as indicated with a representative, I will be very happy to recommend this company to anyone!
I am very sorry we did not go over charges, this is something we are going to do more training on. Our process is to have customer sign estimate before the vehicle is worked on .
I did some research and it looks like we did some major repairs the last time you where here and sounds like the oils/gasket sealer made some pretty horrible smells in you're car. I am very sorry you got the car back in that condition we strive to make sure our customers cars are perfect when returned. Let know if there is anything else we can do to help out the situation.
In regards to the tire light, the tire pressures fluctuate with hot and cold temperatures. Usually in the fall when temps start to fall the tires will lose a little bit of air and the tire light comes on. If it hasn't returned back on since the service then I am sure it was weather related, If you have any issues with it please drop in and we will check the system and make sure its all correct.
541 321 5744
Thank you for your feedback, as it helps us to improve. I apologize that the service you received, was not satisfactory.
My name is Marci Arold, and I am the new Service Manager here at Sheppard Motors.
I appreciate your feedback, and will make every effort to raise our performance!
Thank you again for your comments, as it is much appreciated.
If you would like to reach out to me personally, feel free to call me at 541.762.8812, or email firstname.lastname@example.org
We aplogize your service visit did not meet your expectations. We would like to discuss your visit with you.Gary Hyland
We apologize on the oversite on the tire pricing. We would like to remedy this situation as quickly as possible. Please contact me at your conveniece at 541-343-8811.