Doug Willis | Page 2

Very attentive, got my car in and serviced in a timely manner. Very pleased with the service. manner. Very pleased with the service. More

by stephanieb779 Verified Customer Verified Customer

Report | Print

Overall a fantastic experience was delivers by the dealer with a correct diagnosis and accurately fixing the issue. with a correct diagnosis and accurately fixing the issue. More

by toddelucas11 Verified Customer Verified Customer

Report | Print

Wonderfully fast and always kept informed. I never felt like I didn’t know what was going on and how much things were going to cost. No surprises. I never felt like I didn’t know what was going on and how much things were going to cost. No surprises. More

by oniowagohawks Verified Customer Verified Customer

Report | Print

I scheduled an 8:30 AM appointment and selected the “waiter” option. I arrived on time and was told there was only one vehicle ahead of me. I planned accordingly and understood the service could take 2 “waiter” option. I arrived on time and was told there was only one vehicle ahead of me. I planned accordingly and understood the service could take 2–3 hours. After waiting approximately three hours with zero communication, I had to approach Doug (who checked in my vehicle) to ask for an update. At that time, I was informed that my vehicle had not even been seen due to technician shortages and bay backlog. This information was never proactively communicated to me, despite staff repeatedly walking through the waiting area. At 8:33 AM, I received an automated text stating I could reply if I needed anything during my appointment. At 11:10 AM, I replied requesting a status update. I received no response. Later, I was told your team has “stopped responding” to those messages. If that is the case, the system should be disabled or customers should be informed. Inviting communication and then ignoring it is unacceptable. My frustration was not about the wait itself. It was about the complete lack of communication. A simple update acknowledging the delay would have prevented this entire situation. At checkout, when I explained this concern, Danielle repeatedly redirected the conversation to advising me to “drop the car off next time,” rather than addressing the communication failure. I was also asked if I was “understanding” what was being explained, which felt dismissive given that my concern had been clearly and calmly stated. Removing the shop fee does not resolve a customer service breakdown. The issue was not financial, it was procedural and interpersonal. Customers who schedule appointments and choose the waiter option deserve proactive updates, especially when their vehicles have not even been brought into service hours after their scheduled time. This experience fell significantly below basic customer service standards. I advised I would not be returning to this location at which point Danielle with a facial expression of (good luck with that) stated “we’re not the only location with long wait times” AGAIN missing the point. Thank you More

by cheleasa.b Verified Customer Verified Customer

Report | Print

Booked appointment online 3 weeks in advance stating that I would wait for vehicle. My appointment was at 1:30pm. It took 1 hour and 45 minutes to complete a simple oil change. It seemed a a long time as I h I would wait for vehicle. My appointment was at 1:30pm. It took 1 hour and 45 minutes to complete a simple oil change. It seemed a a long time as I had made an appointment at a specific time online. More

by nenninger.don Verified Customer Verified Customer

Report | Print

I couldn’t have asked for a better experience. I dealt with Doug Willis. What a professional, upon meeting him his personable demeanor immediately made me feel comfortable. He followed through f I dealt with Doug Willis. What a professional, upon meeting him his personable demeanor immediately made me feel comfortable. He followed through from the beginning to the end of the process with prompt responses to my emails and texts so I never felt like I was on the back burner. All in all, about the best experience you could have in a car dealership. Thank you! More

by THEBOURGEOISIE Verified Customer Verified Customer

Report | Print

Good people good prices recently usa stopped update why? Will purchase a another car when lease is up Will purchase a another car when lease is up More

by thumanm Verified Customer Verified Customer

Report | Print

The waiting area was clean and neat and the free coffee and bottles water was great.. The new remolded is very nice and bottles water was great.. The new remolded is very nice More

by jmackx1 Verified Customer Verified Customer

Report | Print

Great service! Paid for an uber to get lunch while we waited for our oil change! Paid for an uber to get lunch while we waited for our oil change! More

by annalt12 Verified Customer Verified Customer

Report | Print

Doug was very professional and knowledgeable, it made for outstanding visit. Thank You Jennifer Robinson outstanding visit. Thank You Jennifer Robinson More

by jenrob27 Verified Customer Verified Customer

Report | Print