Purchasing my car was a smooth and pleasant experience, and the sales team made big promises about how great the service department would be. Unfortunately, that has not been my experience at all.
My 1-year-old vehicle has been sitting at the service department for nearly a week due to a warning message indicating a possible transmission issue. As of today, the car hasn’t even been looked at—it’s simply been sitting there. Despite asking multiple times, I have not been offered a loaner or a rental vehicle, which has been extremely inconvenient and embarrassing, as I’ve had to call around just to find rides.
Communication is also a major issue. If I don’t reach out first, I receive no updates whatsoever on the status of my vehicle. This is especially frustrating considering that my car is still under the manufacturer’s warranty, and I also purchased an extended warranty for added peace of mind.
To be clear: the car-buying experience was great. However, the service department has been a huge disappointment and does not come close to what was promised.
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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My 1-year-old vehicle has been sitting at the service department for nearly a week due to a warning message indicating a possible transmission issue. As of today, the car hasn’t even been looked at—it’s simply been sitting there. Despite asking multiple times, I have not been offered a loaner or a rental vehicle, which has been extremely inconvenient and embarrassing, as I’ve had to call around just to find rides.
Communication is also a major issue. If I don’t reach out first, I receive no updates whatsoever on the status of my vehicle. This is especially frustrating considering that my car is still under the manufacturer’s warranty, and I also purchased an extended warranty for added peace of mind.
To be clear: the car-buying experience was great. However, the service department has been a huge disappointment and does not come close to what was promised.