Service experience is inconsistent
December 6, 2017
Seems like a great deal of turnover in the Service front end. Just when you get someone who is friendly, helpful, knowledgeable, not pushy, and productive (gets things done efficiently), they are gone and replaced. Having serviced my Buick exclusively at this dealership for over three years, my loyalty to that location has much less benefit in the past 18 months, given the turnover in service agents and managers. Those who are good, are not there long; those who remain do not convey a sense of caring for the customer.
While the service provided is generally of good quality, the person-to-person experience can improve, as can the thoroughness of the debrief. For example, it helps when the agent takes a couple minutes to review with the customer what will be done at that service encounter and WAS done; partly to ensure that the technicians actually DID the activities that were scheduled for that maintenance event, and also to assure and inform the customer. I do appreciate the comfortable waiting area, though it's not enough to offset the lesser personal experience.
Service can be a vital part of a dealership's customer base, and a poor experience in the service dept can motivate owners to go many other places for to service their vehicles. As for recommending to a friend, I will say no based on the customer service aspect; the technical delivery of service is fine, but customers can find that in other providers. The former is what differentiates. The latter is assumed.