Excellent Customer Service Recovery
November 5, 2018
I am completely blown away by the service at the Wendover location. After purchasing my 2013 JX35 from the WS location, I was very dissatisfied with my service. I experienced a terrible water leak that soaked the interior of my car. When following up with the WS location, I was accused of leaving my windows down causing the problem. I was devastated. I returned the car twice for investigation without resolvement and continued to be treated as if the problem was my fault. My heart was broken that I lost joy in my car buying experience. I desperately wanted the customer experience from a quality dealership versus "other" dealers. And, interestingly, I never received a customer service e-mail such as this one. Finally, we decided to take my JX to the Wendover location. Billy and Tony performed a complete investigation to find that my sunroof was not installed properly and the draining systems were completely clogged. They disassembled my car, replaced the stinking carpet, replaced the pillars and aligned all my doors, sunroof, etc. to ensure appropriate seals. To that end, the folks at Wendover maintained professionalism and never once talked ugly about about their sister dealership. I look forward to my ongoing relationship and next purchase at the Wendover location!