McCarthy-Morse Chevrolet

Systems focus looses sight of customer service My vehicle is not under warranty for service by this dealership. So, I can go for maintenance & service wherever is most convenient and has my trust. My vehicle is not under warranty for service by this dealership. So, I can go for maintenance & service wherever is most convenient and has my trust. That is unless there is a recall. The reason for my visit to this dealership began with two recall notices. But, I expanded my inquiry to two additional services that would have been sought elsewhere. I have had one previous servicing by the body shop at this dealership. The part cost me a bit more than if I had purchased it elsewhere. But, the body shop communication, service and quality of work was excellent. I made an appointment by telephone days ahead of my arrival specifically for the two recall notices and an oil change (from coupon advertisement). At the time of check in I reconfirmed the three requested services and added an additional request for the body shop to quote to pull out a dent on my left front wheel well. The service agent did not include the dent repair quote on the service request. But, said he would add it later. Five hours later I received a call that my vehicle was ready and the service agent noted that they had found need for an additional repair to my front end tie rods. I told him I was aware of need for that repair and asked for a quote. He quoted me the price over the telephone and I told him I would defer that until later. But would like a copy of the quote. I asked about the quote on the dent repair. I was told that there was not enough time to get that quote due to the last minute nature of my request. But, that he would try to get the quote done before my estimated time to pick up the car in 30 minutes. I arrived to pick up my car and paid the invoice for the oil change and received a two page receipt outlining the charges. There was no estimated quote for the tie rod repair with my invoice. So, I requested it again. I was given a yellow sheet of paper with a breakdown of the costs and a hand written cost quote. I left with my vehicle and the understanding that all requested repairs had been done, an estimate for the tie rods repair (about $350) and a lack of quote for the dent repair. After leaving the dealership for an afternoon appointment I noticed that my old oil change sticker had not been removed and replaced with a new one, the change oil warning light was still on and a new warning light for my airbag safety systems was on. I could not take the time to return to the dealership that day. I called and asked to speak with the service manager. He promptly returned my call. I explained that it appeared to me that although I had paid for an oil change I had possibly not received one since there was no clear indication to me that it had actually happened. There was no new oil change sticker and my indicator light still said I need to change my oil. He told me that the dealership no longer utilizes the windshield sticker reminder system since most cars now have electronic indicators. My car does not. He told me that he was not sure why the change engine oil indicator light was still on but to stop by and bring it back in so they can quickly check it for me. I also asked why they would let me drive away knowing that and the airbag warning lights were on and he told me it is because the guys who drive the cars out to be picked up would not be aware of what was being done to my car. Also, I was told that he is not sure why my airbag warning light would now be on. Letting me leave the shop with warning indicator lights on and without noticing this and telling me about it is a huge problem for me as a customer. When I leave a service shop after my vehicle has been serviced I do not want to be leaving with warning lights on. Today I found time in my schedule to stop by the dealership and find out why the warning lights are still on. I expected this to be a quick check. But, upon conversation with the service agent I was informed that one of the two recall repairs I initially brought the car in for was not completed. They had only ordered the part. He expressed that he believed that I should have known this and that there would be a need for me to leave the car there twice because this is what they always do. He also indicated that it would be clear on my invoice that this was the case. I pulled out the copy of my invoice and showed him that no where on my invoice does it say Parts on Order will call when they arrive. Repair incomplete. It simply says within the body of the invoice, parts ordered - quantity 1 special ordered. This was not communicated in any other way. That simply says to me that the parts for the repair were special ordered. There was nothing to indicate the repair was not completed. It simply shows Warranty, cost $0. The invoice also indicates they rotated my tires though I specifically requested they not be rotated because I am under warranty with COSTCO for that service and must keep it with them in order to maintain my warranty on the tires. So, now my car is at the dealership and I was given a loaner car so they can complete the recall repair which I understood to already have been completed. Fingers crossed. My car is also at the dealership right now to determine why the change oil indicator light is still on if they have already performed that service last week when I paid for it. The service agent told me that it is most likely that someone forgot to reset the indicator light. So, he typed the work order to request they reset they check to see if the oil was changed and if so than reset the change engine oil indicator light. I asked him to include on the work order that they check to see if the oil was changed and if it was not than to tell them to change the oil since I have already paid for that service and do not want to return a third time for it to be done and have the indicator light reset if it has not already been done. He told me that would not be necessary as he was certain that someone had simply forgotten to reset the indicator light. I told him I was glad that he was sure. Clearly, I am not. He told me he would make a note for them to check with him about what they find and he would go from there. Now, I am relying on his communication skills vs. what is in print on a written service order. As for the newly lit airbag warning light. I was told by the service agent that there would be no relationship between the things I had previously brought the car in for and this warning light which may indicate a need for further repairs to my vehicle. Checking that was said to be a $68 charge which will be deducted from any cost of repairs (should I choose to have them done at this dealership). Otherwise $68 +tax. Yippee!!!! Upon hearing all of this news I asked to speak with the service manager so that I could communicate everything I have shared here. Unfortunately, the gentleman I spoke with on the phone last week was off (which we are all entitled to). But, that left the team of service people unsupervised and unaccountable to anyone else. I asked who wold be their boss for the time their supervisor was not in. I was told it would be GM, general manager of the dealership. I asked to speak with him. Unfortunately, I was told, this is his one day a week off. I would have been able to speak with a guy from the IT department who admittedly has no real authority over what happens at the dealership or the service department. This is my letter to the GM. Although the gentlemen I spoke with are clearly well intentioned, good people who care about what they do. I believe there are problems with how this system works that have left me as one irritated customer. There is a simple solution. A customer service focus. Maybe you believe that excellent customer service is in place. Could be true for warranty customers. But, I am well off warranty which is the timeframe more profitable repairs come from. What does it look like from they eyes and experience of your service customer? Are you expecting a certain level of insider knowledge about how things work? Do your departments communicate well with each other or is there a breakdown on basic elements due to compartmentalization? That can easily happen with complicated business systems. But, I am a simple creature. I need it to be easy and clear. Thank You and Here's to fingers crossed it all gets done and well today. More