by Steven j Brown from 2927 Lake Forest dr Upper Marlboro MD 20774
September 29, 2018
I had nothing but excellent service in regards to Darcars of Fairfax facility. The experience from car buying “Eric” to management providing me with the certainty of any issues “IJ” to the service department showing pure professionalism. I really appreciate this experience.
A few years ago we purchased a new vehicle from Cowles Parkway; but the vehicle (although not considered a 'lemon') experienced rain leakage (which they repaired) and eventually a cylinder malfunction that required installation of a refurbished engine.
What gives? Brand new vehicles shouldn't have problems.
Although each of these defects took a long time to repair, thankfully Cowles repaired everything. However, during each lengthy repair, we rarely heard from the Service Team so were not kept up to date.
We thought it's their responsibility (their responsibility!) to contact the Customer to let them know what's going on, not vice versa. We had to call a lot and felt very lucky if we were able to talk to someone and find out details.
Cowles Service and maintenance is great, but overall Customer Service and making contact with the Customer is lacking. We realize they're balancing many customers, but a simple phone call letting the Customer know how things are would be very helpful. Why do we need to call them to find out details?
The sales associate I working with was great, very accommodating as I had children with me. It was a bit difficult because they were renovating at the time I was there and they usually have a kids area. I’m sure it will be a little easier when everything is finished. The only slow part was actually signing the papers for the vehicle purchase because the business office was behind and what was originally predicted to me to take one hour took almost 2.5 hours.
I would like to say this was my first car experience and it could not have been any better. Sade was awesome to work with. She knew what she was doing, she knew what I was looking for and worked to get that vehicle for me. I would recommend her. She is very motivated and you can tell she loves her job.
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