Response from the owner - 3 weeks ago
Dear Valued Customer, Thank you for your feedback. We are always pleased to hear back from our customers whether its positive or not because we are always striving to improve. I want to take the time to address each of your concerns regarding your last visit in our service department. As for the time it took to service your vehicle we always tell our customers an hour to perform a standard oil change service. During this standard service we change the oil and filter, top off the fluids that can and will dissipate, test your battery, perform a 29 point multipoint inspection and run your vehicle through the car wash. Our multipoint inspection we perform does not serve as a selling tool, it serves as a benefit to you and to us. When your vehicle is in for service with us if there is any sort of safety concern with the vehicle and we do not bring this to you attention and you leave and have a problem with your vehicle that we could have prevented for you, you would then wonder why we didn’t inform you. As you can see an hour for this free service is greatly underestimated at a value of $50 to you. When your vehicle was in a service advisor came in and advised you of a few things that the technician recommended. When it was explained regarding the warranty the service advisor was referencing the Priority for life engine guarantee you received on your vehicle. I’m sure you can understand any engine related service we request to perform in our shop since we are giving you the warranty for life. The additional services you were recommended are just that, recommendations. We price match and accept competitors coupons to make it easier for our clients to have to only go to one service department for all their service needs. I also wanted to address your concern from a previous visit for a state inspection where we told you the wiper inserts were not clearing the window per the states guidelines. If the wipers are torn or do not clear the windshield it is considered a safety hazard and will cause your state inspection to not pass. With us being an accredited State Inspection facility we have to follow their guidelines as to not have our license suspended. I’m sorry if it was miscommunicated to you but you could have purchased the inserts, installed them yourself and we could have inspected the vehicle with a pass rating. Again, we do value you as a customer and the feedback. I would greatly appreciate the opportunity to speak to you regarding this matter. Please feel free to contact me, Lolli Cornelius Service and Parts Director, at 704-875-3232 or email@example.com.