Confirmed Service Customer
On my brand new 2024 Sierra I have had a message saying “Service Keyless Start System”. After 2 days of seeing that message my truck wouldn’t start in the morning. I tried calling your service department and No Answer. I tried all numbers for all of the service agents, No Answer. I have tried to call in the past for a question, No Answer. If I call the main service number it takes me to an answering service and then drops the call. You have a problem with your communication system in your service department. Even your service reps acknowledged that the phone system is bad. The only way I found to get an appointment was through the app by scheduling maintenance. So I went ahead and made an appointment for an oil change and battery inspection. Also, the only way I have found to get in touch with anyone in the service department was to text my sales rep Michael. He is super helpful and somehow gets the service department to call me. I really appreciate him responding quickly to me even though he is in sales. I had to jump start the truck on the morning of the appointment. Once I did get my truck into the shop, I told the rep what the problem was. “Service Keyless Start System “ He said “Ok, we’ll have them look into it.” Later in the day the rep texted and said that my truck was ready. He told me that the battery just needed to be charged. I asked why the battery was drained? And why I was getting that error message? He said probably due to low voltage on the battery. I expected that they at least looked into the error message. The next morning, when I tried to call for an Uber to pick me up, No Answer in service department. So again, Michael in sales helped me get an Uber. When I arrived at the dealership and got my keys, I started my truck and the error message was still on the screen. “Service Keyless Start System “ I asked if they had even looked into the error message, the rep said no! He said the reason they didn’t look at it was because I scheduled the truck for an oil change. Why didn’t they tell me this when I checked in?! Honestly, I didn’t even want an oil change yet! I only scheduled that way because I couldn’t get a hold of anyone on the phone. Bottom line is, I wasted a day dealing with this and the issue wasn’t even looked at. I feel like this all could have been avoided if the communication would have been better. Now I have another appointment next week to look at this again. I understand that issues will come up with my truck. It’s a complicated system and things happen. That’s not my frustration. My frustration lies in bad communication which I feel like is avoidable. I am truly unhappy with my first experience at your service department.
Alex H.
TIGARD,
OR
Business Response
It appears the impression you received during your recent visit at our dealership does not reflect our standards of customer service. We appreciate feedback like yours because it helps us identify the areas in which we need to improve as a business. If you would like to discuss this issue in more detail, please give us a call so we can work toward a resolution. Your satisfaction is of the utmost importance. Thank you.
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