Hodges Mazda - Service Center

I took my car in this past Saturday, as I scheduled 8:30am appointment, for standard maintenance and for AC and Trunk issue. Upon dropping off my vehicle I was told you do not do diagnostics on Saturda 8:30am appointment, for standard maintenance and for AC and Trunk issue. Upon dropping off my vehicle I was told you do not do diagnostics on Saturday even though it was on the appointment. I was fine with it and moved forward with oil change etc. I was told the trunk issue could be the battery but they could quickly see if the battery was bad and would let me know. I was told it should not be longer than 2-3 hours. I received my text that I dropped off my car and was picked up by a family member. I texted about 1pm for an updated on my car but received no response. I called about 2:50pm and was told my service rep would call me back in 15 mins. I called again a little before 4 and still no update on my car. I decided to go back to the dealership as your service department closes at 5pm. Upon arriving I learned my car just was taken back at 3pm and nothing had been done. I was not happy and what was worse both the service rep and the service manager was less than concerned and did not take ownership of the situation. I asked if magically my car was taken back when I called and the service manager stated it was just a coincidence and my ticket got lost. My car seemed to have just fell through the cracks and got lost. I later had asked if I had stayed would it have gotten lost and the manager noted regardless of an appointment waiting customers get priority over drop offs with an appointment. This did not sit well with me either as never heard of such a thing. I have never experienced such a lack of professionalism from your dealership before as we have bought 3 cars and have gotten them maintenance by your dealership regularly. I just expected when I questioned why my car was there for nearly 9 hours for an oil change and rotation the truth would have been acknowledged and the situation would have been addressed. But defensiveness and lack of accountability was provided. “How is this our issue?” Kept being said. I still have not received any information on my car from the inspection. No email or text message. I raised this as well and the service rep noted must be an issue with my phone. I showed him I received the initial text but nothing else. All bills showed my number etc. Note nothing is wrong with my phone. Training should be given to the service manager as he did not know how to handle this situation. Other than being defensive when your dealership clearly dropped the ball. Let alone when a company messes up the customer should be told the truth and be compensated. Again I felt like I as in the wrong questioning what happened as only my car was affected. I understand mistakes happen but the lack of ownership was very surprising. Lastly with a company of your size I can not understand why credit card fees are passed along to customers. This should be noted when you make an appointment. I look forward to a response on how this will be addressed. Email was sent to GM on 1/22/24 More