Lou Bachrodt Auto Mall

Lou Bachrodt Auto Mall responded

Hello! My apologies for the miscommunication during your recent visit. Due to the power outage we weren't able to provide an exact payment amount when you picked your vehicle up following service. We wanted you to be able to have your vehicle back as soon as possible! That's why we agreed to collect for the initial estimate and let you know the difference when the computers were back up. Ultimately, we offered to split the difference due to the inconvenience. I confirmed with my team that a full invoice was emailed to you both yesterday afternoon and again this morning. That should reflect the full work that went into your vehicle and the discounted priced you actually paid. If you didn't receive this or have further concerns I encourage you to reach out to me directly. I'd be happy to review your repair order with you! Sincerely, Jim Lathrop, Service Manager jim.lathrop@bachrodt.com

Lou Bachrodt Auto Mall responded

Hi Linda. Please know we do understand your frustration. When there is more than one issue it's often more difficult to diagnose the root of a problem. A shimmy or shake, for example, can be caused by several failing components. We trust our team of GM Certified Technicians to analyze and fix your vehicle to the highest of safety ratings. With that said, we also know that our services cost more than the quotes you receive from other repair shops. The above-mentioned certifications and training, plus genuine GM parts do cost more to maintain and replace. We do our best to help where we can and I encourage you to ask your Service Advisor about payment options. Please feel free to visit me when you're here for your next Service Appointment. Let's work together to find a solution that best suits you. Sincerely, Charlie Hansmeyer, General Manager charlie.hansemeyer@bachrodt.com

Lou Bachrodt Auto Mall responded

Exceptional customer service is always a top priority and that means making your buying experience fun and hassle-free. No pressure. No gimmicks. Just help to find the vehicle that's just right for you. Wonderful to hear Joe delivers just that! Thank you for taking the time to share your 5 star experience with the team. Enjoy your new truck! Sincerely, Charlie Hansmeyer, General Manager charlie.hansmeyer@bachrodt.com

Lou Bachrodt Auto Mall responded

Love to hear the team was there for you Nancy! Thank you for taking the time to share your 5 star experience with Barb and Fil. Enjoy your new car! Sincerely, Charlie Hansmeyer, General Manager charlie.hansmeyer@bachrodt.com

Lou Bachrodt Auto Mall responded

Love to hear when the team gets it right Mj! Thank you for taking the time to share your experience with JD and the team. Enjoy your new wheels! Sincerely, Charlie Hansmeyer, General Manager charlie.hansmeyer@bachrodt.com

Lou Bachrodt Auto Mall responded

That is wonderful to hear Danielle. A new car is a big deal and it should be fun and stress-free! Glad to hear your buying experience was just that. Thank you for taking the time to share your 5 star experience with the team. Enjoy that new VW! Sincerely, Charlie Hansmeyer, General Manager charlie.hansmeyer@bachrodt.com

Lou Bachrodt Auto Mall responded

Love to see your buying experience was fun and hassle-free. No pressure. No gimmicks. Just help to find the vehicle that's just right for you. Thank you for taking the time to share your 5 star experience with Prosper the team. Sincerely, Charlie Hansmeyer, General Manager charlie.hansmeyer@bachrodt.com

birtelljeff@gmail.com responded

Sales people were excellent, couldn’t be better. I also got the two years of all scheduled maintenance free as well! Hey, that’s also great! However, I had an issue with the new truck-backup camera stopped working-and I called to schedule to get it looked at, and was told that there were no loaner cars available and as far as a rental, only one person could request that and she was gone for the weekend. She also told me that there is no guarantee I would get a rental. (Which has never been an issue at other dealerships). I asked what I should do because I live 40 miles away and this is our only vehicle…I couldn’t just drive up and then be told it’s not going to happen and then sit there all day while they diagnose an electrical issue. I said, I guess I’ll just have to go somewhere else, and the girl on the phone said…well, that’s why I’m telling you now to make arrangements or you are welcome to go somewhere else. I asked if there was anyone else there that could make that decision and they said they would get me a manager. After several no answers to different lines, it just started ringing and ringing and then I was put on hold and no one ever came back so I hung up. Additionally, no one ever called me back either! So, I guess I buy the vehicle there, get my scheduled maintenance done there for the next two years, and all others issues I will take to DeKalb Sycamore Chevy…where the either get me a rental for warranty work-NO QUESTIONS-or they have a shuttle if I don’t need to have a vehicle that particular day. I’m extremely disappointed in the “service after sales” commitment or lack thereof! I would think that a customer with a 50,000.00 truck that experiences electrical issues before 1500 miles would warrant better concern than the none at all that I received!