Juan Diaz | Page 2

Midway Dodge responded

Hey Bruce, Here is my exact email to you for transparency: "Good morning Bruce, I have been in meetings all morning and have another one at 12:30. I do apologize for the phone system not being up to par, I will have that looked into asap by my IT department. However, I was notified by my staff and the staff in sales that there was a complaint about the length of time the vehicle was here for a oil change. The vehicle oil change order was generated at 8:59am and the invoice when it was completed was generated at 10:12am. We are not a Express Oil Change Dealership. We also do not take apointments for oil changes, they are first come first serve and since we open at 8:00am there was already two oil changes in front of your vehicle. However, I understand the online system and the call center reps still scheduled it. This is not the process and it has since been corrected and the system will now not allow oil changes to be scheduled. Having any appointment is the time to write the vehicle up and take it in. It does not mean there is someone ready to work on that vehicle right then and there. I completely understand the frustation that is felt and I do want to help you because of the mix up. I am willing to extend you another $50.00 off coupon for your next service along with a free tire rotation." Also, here is your email in response: "Ok. So. No problem. You won't call got it. Its not cut and dry as that email. Well just never do business with your dealership again." There was no ball dropped, there was no "horrible customer service" also I feel as though my intial email reaching out to you was professional and straight to the point. With that being said, We at Midway Dodge hope your vehicle is doing well.

blp20058 responded

I never asked for a particular time for you to call. Again I totally disagree with your time table. The service receipt i have conveniently has no time stamp. But what I do have is the receipt when she paid. That shows it was almost 12 noon. So 3 hours for an oil change. Is unacceptable. With appointment or not. ALL YOU TRIED TO DO WAS DENY SHE HAD AN APPOINTMENT. (We don't set appointments for oil changes you said) When we gave the name of person who set appointment it is stateed "oh he's off that day". You can make all the stuff up more in your response but the truth is Exactly as I said it. Your customer service is horrible. We were upset, I requested to speak to you and you were more unprofessional then the service team. I understand people being busy, but instead of the horrible email you sent you could have called after. But never did. So your dealership drops the ball and I'm supposed to just accept your offer. No because with that offer of another gift card we would have to cone back. THAT WE WON'T DO! WITH THIS SAID. I'm done with Midway Dodge service or anything else. My previous reviews I was happy with buying car. If a review can't be honest then don't request them as a company.

blp20058 responded

Listen. No need to rehash this. Were done with your dealership. Period. Mainly because of you and how you keep dragging this out. You won't even acknowledge what your dealshipbwas wrong. You try to put it on us. Bye.