Review Details

Our car with a flat tire was towed to their parking lot at 11:00 pm on Thursday. We filled out the requested information on the envelope and placed our key in it and dropped it in the after hours key slot. When we hadn't heard anything by mid-afternoon on Friday, we called. The person we spoke with said they would check and call us back. We received no callback. On Saturday morning we called and were told they would begin working on the car at 8:30 am. We called at 10:00 am and were told they were working on it. We called back at 2:00 pm to check on progress--afterall it was only a flat tire. The person with whom we spoke said we would get a call before 5:00 pm, but if not, then on Tuesday morning as they would be closed Sunday and Monday for Labor Day. On Tuesday we called at 7:30 and were told they had just opened at 7:00 and there was no one they reach but that the manager would call us. He did at 08:45 and said the car had been assigned to an agent who was scheduled to arrive at 09:00. When we hadn't heard anything by 1:30 pm we went to the dealership. The car was still where the tow truck had left it on Thursday night. The service envelope and keys were on the agent's desk with a stick-it note from the manager saying to call the customer as soon as possible. With our physical presence in the service area, the flat tire was fixed within two hours. If we hadn't gone there physically, who knows when they would have started working on our service.