Experience 1: I brought the car in for a standard oil change. Everything went great, but when i came to pick up the car there were several noticeable dents and scratches in the driver's door. I pointed this out to the service manager Gerald and he said he would need to go back and review the security footage to confirm they caused these scratches (without question they did). Well apparently their security cameras weren't functioning or aren't configured properly because he said he wasn't able to see my car at all, which was left in their "care" for the entire day. They finally agreed to fix the damage, but it took them 3 days, and they refused to admit it was their fault. I also had to continuously follow up with THEM, and they either never returned my calls or it took them hours to do so. Experience 2: I received a recall notice regarding my car, and it was due for another standard round of service, including a tire rotation, so I brought it in, because I believe in second chances and theyre very close to where I live. When I spoke to the service "advisor" I told him there might be a small leak in one of the tires. When I picked up the car they informed me that there was no issue with the tire. I was skeptical of this and told him that about every 2 weeks the pressure gets low in just that one tire so there must be an issue. Well 2 weeks later the low pressure light came on and I checked the tires, and it was the SAME EXACT TIRE that was low. So I called that night and scheduled an appointment for the next day. I dropped the car at 8 am that morning, and informed them of the issue. The service advisor that morning told me their was a recall notice for the car as well. I said that should have been taken care of when I was here 2 weeks ago (apparently they dont keep records of the services they perform on site). Regardless, After dropping the car at 8 am I waited until around 3:15 pm to call and check on the status so I could arrange my plans for the evening. Well at 3:15 I was told that someone would have to check on the status and call me back. An hour later still no word from them so I called back. I waited on hold for 10 minutes and nobody came back on the line. I called back. Again, waited on hold for 10 minutes until somebody came on the line and said they would check on it. At 4:45 I was told that the car was first being brought in to the shop to be looked at. Close to 6 pm I got a call that they did in fact find a puncture in the problem tire and that it would need to be replaced. They also recommended replacing the other 3 tires as well. Keep in mind that the car was brought in 2 weeks prior and whoever checked out the car with their "multipoint inspection" found no reason to replace or fix ANY of the tires. I told them that the punctured tire should be covered under the extra warranty I purchased (which it is). They called THEIR warranty company, because apparently each dealership uses a different company, and I bought the car somewhere else. When the service "advisor" said I didnt have a warranty with the company they use he said he would have to look into it and get back to me. At 7:15 pm I finally got a call back saying the tire was going to be replaced and covered. At 7:50 pm I finally get a call saying the tire had been replaced and the car is ready for pickup. The "advisor" also told me that they were going to do me a favor and allow the car to be released to me that night even though the warranty company had not yet sent the payment to them (under the warranty there is no out-of-pocket charge), so not sure why it should have been my problem. Finally after having to take a cab out to the dealership, I was able to pick up my car. I checked the tires using the penny method, and not a single tire seemed to need to be replaced. In total, it took them 12.5 hours, to fix a tire they initially said was fine.
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