Zach Beemam17 days agoFrom
What a Terrible service department! This is by far the worst customer service I have ever received in my life! I had my appointment scheduled for 2:00pm on Tuesday July 23rd for a popped out ball joint in my left front upper control arm and a failing vacuum pump under a warranty extension. My vehicle was towed into the lot on Monday the 22nd I attempted to call for an update around 4:30pm on the day of my appointment and was met with a never ending revolving automated system. I was finally able to reach someone in the scheduling department. She was unable to find anyone in the service department to assist me or any info about my vehicle. She said she would leave a message for someone to call me back that day. To no surprise I was not called. The next morning at 7:30am that my truck was finally checked in. So I waited over half the day for a call about the repairs needed which never came. I revived an update from my extended warranty company before I ever heard from my advisor. I finally revived a text message telling me that my control arm repair is covered by my warranty but I will owe $521.00 and if I’d like to move forward with the repairs. No explanation as to why I will owe that. No inspection report, no parts and labor totals nothing other than you will owe this much. So I texted back asking for a phone call. I was called back finally and met with a very rude irritated service advisor. His exact response when I answered the phone was “ so I hear you would like a phone call”. When asking about why I am paying so much he explained my warranty doesn't cover diagnosis, he explains the I have 2 hours in diagnosis, one hour to tell me that I had a bad ball and needed the left upper control arm replace (which is exactly what I told them in my appointment) for $195.00 per hour. Another hour for the warranty vacuum pump concern. The warranty will only cover 1.7 hours of the control arm repair because that is what the all data labor guide pays (Mitchel only pays 1.0) his response is that the have their own labor guides that they use and that labor time is 2.8 hours!? That is the labor of both Mitchel and all data combined! They only covered “part of the parts total” how much that is I have no idea. My repairs were to be completed today what time I wasn’t sure so I tried to call again-nothing. Texted and got a response “I will reach out when done”. That was it. I finally got a text at 4:30 pm today that it’s done and I now owe $534.09. I attempted to call to pay over the phone so I could pick up after hours because I work until 6:00pm after they close and could not reach anyone. I finally reached the receptionist again and was told she would make sure someone calls me back to get it taken care of. That never happened. So here I sit without my truck for another day and I work before they open and I’m not off until after they close every day. At this rate I will probably never get my truck back from this rip off shop! Stay away from AutoNation!!
