R. Adams

trouble codes that needed warranty attention. On my first diagnostic appt the agent told me the car would need all day for the repair. He also said there were loaner cars that might be available and there was a shuttle service. On the days before the repair the C-19 restrictions were increased so I did not want to use a shuttle because we would have to be in the small space risking each other’s health. when I arrived for the appt the new agent said the repair is quick so it should be just 2-3 hours. I mentioned the previous estimate. He said no it won’t take that long. When I asked about the loaner another employee joined in saying “we don’t have loaner cars” and pointed me to the shuttle. 4 hours no word. 5 hours still no word so I walked to a local restaurant for some lunch. 6 hours and still no word on when the car will be ready, no status updates, nothing. I can’t decide which says poor customer service more than over promising and under delivering, giving vastly different expected wait times, leaving a customer in the waiting area hours beyond the estimated time without a status update, or lying to customers about available transportation. Still waiting... but the employees are having a good time chatting. Waiting