Booked appt over the phone, service advisor offered a brake inspection with no mention of cost or approval to proceed with any service. Showed up to $200+ bill for service that wasn't authorized. After multiple unanswered phone calls and emails, I finally had to show up in person to get my keys back. Michael the service advisor was rude and arrogant on the phone, and made me feel like a criminal rather than a customer. The same level of smugness was present with the service manager. I will not be returning for service to this dealership, and will be making future vehicle purchases at a different dealership as well.
Reply from: Wendell Motor Sales
Hi Robyn,
Our apologies for your experience. We will also use your feedback for training purposes.
My wife just stopped in for an appointment I had booked (which she took the day off work to do) to have our van’s oil change done and to inspect a loud whining sound when the van starts up. When she arrived she was told that 1. We didn’t book the whining inspection, and 2. The vehicles are sent off to an “unlicensed mechanic” to have the oil changes done so they couldn’t do it anyway, and that she would have to bring it back another day. Which I find a bit surprising since when I booked the appointment (yesterday) the person I spoke with on the phone said they were “wide open” and I could pick whatever time I want.
I think from now on we are going to take our business elsewhere because I can just as easily take it to an “unlicensed mechanic” myself and not have to pay the dealership a markup to do so. And on top of that my wife really didn’t appreciate the eye rolling and brush off attitude she was given by the person in service she was dealing with, who I won’t mention here.
Reply from: Wendell Motor Sales
I am sorry your recent visit to our service department was disappointing. Our Maintenance Tech's and Service Tech's work on 2 different schedules. Repair work, inspections and warranty issues are booked for Service Tech's and quick services like oil changes, tire rotations or filter replacements are booked with the maintenance techs and are generally done while you wait. Although not licensed they are factory trained like our Service Techs. I checked our appointment log and we only had your vehicle scheduled for an oil change and i apologize for that we must have missed something when you booked. I see that you have rescheduled the van for us to do a proper inspection on Friday and we will do our very best to change your opinion of our service department.
Just upgraded my 2012 Journey to a brand new 2016 Blacktop one. That was a great buy experience with Derek Mckay from Wendell motors. He answered all the questions I had and tried to provide an excellent service to me. Thank you, Derek!
