CarVision of Trooper

RUN FAR AWAY – ANYWHERE BUT CARVISION IN TROOPER….My RUN FAR AWAY – ANYWHERE BUT CARVISION IN TROOPER…. My sales experience with Meet and Andrew was excellent, it was fast and they were extremely frie RUN FAR AWAY – ANYWHERE BUT CARVISION IN TROOPER…. My sales experience with Meet and Andrew was excellent, it was fast and they were extremely friendly. Unfortunately I cannot say the same about their service dept. We purchased our Pacifica in June 2021 and we just sold it in Nov 2021, specifically so we would never have to deal with their service dept again. It started with a simple glitch with the DVD player. It was in the shop on July 14th and out the same day because they needed to order a part for it, I was told it would take 7-10 days to receive. Fine, no big deal. Until they wouldn’t call me, take my calls or return any calls for weeks. It was August 25th before I could finally get through to someone and by this point now we had several issues, both sliding doors were not always working – they had to be used manually, it was not holding any windshield wiper fluid, the trim was falling off, and the remote start wasn’t working. I voiced these complaints to Jonathan and Christian, Christian said they dropped the ball with the part and he apologized, they would get the van in again. Eventually I was speaking with Marty, who I am told is above Christian, he apologizes for the lack of communication and he will personally handle everything moving forward. At this point I am being told that the part needed to be ordered because it was never ordered the first time. Two weeks later I have a missed call from someone in customer service, I call back and am told that Marty is on vacation and I can only speak with him since he is the one that knows what is going on, I’m not able to speak with anyone else in service. **Now the van is leaking oil. I went online to sift through reviews to see if I am the only one experiencing such a lack of communication and struggles with their service dept. I did find information for Steve, unsure of his title but he replies to the reviews. I called him to explain and try to get some answers, he tells me that he needs to look into this and I will get a call back in 30 minutes. An hour goes by and I haven’t received a call, I text him, just a few minutes later Christian calls. I receive apologies once again and we arrange a time for me to drop the van off, also now to be diagnosed for the oil leak, he also explains that they will not charge me to diagnose it but there may be additional charges. At this point there is no point in arguing, I also know that we purchased the extended warranty so I could only hope it would certainly be covered. Wednesday it goes in the shop that Friday Christian calls to review everything with me, after I called and emailed for an update on Thursday. He tells me that everything has been fixed and there is indeed an oil leak, which we clearly already knew, they will be keeping it into next week as they need to reach out to the warranty company to review everything with them before repairs. Monday, Marty calls and tells us everything has been fixed but the warranty company will not cover the parts for the leak, we are welcome to try and call them but they were already told no. We were told the costs would be right around $300, we ask if that is the final cost and he says yes. Thursday November 11th we receive a call that it is ready for pickup and I ask if they can review the costs/repairs before I drive over an hour to pick it up. I am told $700 something so of course I raise a flag, customer service tells me that Marty will call me back. (When it comes to payment, this is the quickest anyone has ever called me.) Not only does Marty call me, but he laughs when I raise a discrepancy with the costs. He tries to explain to me that he went above and beyond and gave me discounts. At this point I just need it back. I tell him I will need to pick it up later in the evening when they are closed and I ask if I can pick it up through sales. Of course he assures me that is fine. I call around 4pm and speak with customer service, confirming how late I can pick up. I asked him to please be sure the vehicle would be ready because I am driving over an hour, “yes ma’am absolutely I will let them know and the vehicle will be ready.” I show up at 7:30pm and no one in sales can find my keys or knew that I was coming. Andrew, the sales manager, calls Angie from service as I am standing right there and asks where my vehicle is, keys and paper work, he also said “you usually tell us when someone is coming.” I also text Steve to let him know because we had also spoken about the cost discrepancy. He called me and told me that was unacceptable and he will be calling me tomorrow after he talks with service. I open the van door and there are 2 paper coffee cups in the cup holders, so not only was it not ready – they leave their trash in my van!! Friday goes by, I heard nothing from Steve. Monday, he texts me saying “check your mailbox in the next few days that I should see a check.” Over a week later we get a check for $100, more than I would have expected but definitely not the difference from what we were told. And the BEST PART….they never actually fixed the leak! I picked up the van on November 11th. On November 15th we traded it in for a brand new explorer. On November 24th we dropped off the spare key and they told us the van was in service for an oil leak! *** It's really a shame because Meet and his sales manager were excellent during the process, I even told them that was the quickest I have ever purchased a vehicle but I would never recommend this dealership to anyone because of the service department. I received an email shortly after our van was just in for service, I replied with a brief explanation of my recent experience, I never received any communication after that. There is just no follow through on their end, they attempt to pick up the pieces and just continuously disappoint. More