I incurred some damage to the front right side of my auto earlier this year, back in early June. My experience with this organization was a big negative. I know that Covid had a big deal to do with staff shortages and supply chain issues, but WOW, what a mess this turned in to. Compounded by the fact that this organization was going through the sell by Terry Lee over to Penske's Auto Group and this only go worse. BIGGEST problem here (in my opinion) seems to revolve around information sharing internally, where one side doesn't communicate with the other side....the people who check you in don't talk to the service people doing the work. And, there is an obvious lack of training of their customer service representatives in terms of how to deal with customers. In the end, my car got fixed, which is what really matters, but the sheer aggravation of this whole experience leave me very leery about wanting to go back to this place when the next issue comes up. My #1 recommendation when dealing with this place is to absolutely make sure that they give you dates for completion of service or repair dates BEFORE you leave your car with them!
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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