I would have liked to write a good review, but I have had my car serviced at this location twice and have not had good experiences. On the surface, the service team is pleasant, however their communication is lacking. On both occasions, my car was not ready at the given estimated time. I received no phone call to update me on the delay, and when I called them for an update, I was sent to voicemail without a call back. You basically are in a state of limbo, waiting for days for someone to tell you when to pick up your car. On the first occasion, I brought my car in because the audio completely went out. I was told twice to pick up my car because it was fixed....on both times it was not fixed. After doing my own google search out of frustration, I had to call the service department to let them know how to fix my car. I, of course got some push back, since I am not a trained mechanic, but after an hour I got a call from them saying that the problem was fixed and it was exactly what I told them was wrong. I could have saved 4 days, if I pushed them harder and directed them how to fix my car, but I trusted their system and staff to know more than what I could find on a google search....unfortunately that was not the case. On the second occasion, they were backed up on servicing and running a day late. I dropped my car off on a friday morning, was told it would be done in 6-7 hours, had not heard anything by 5pm, I called the service department, left a voicemail, no call back. I called the next morning when the service department opened and was told by another service agent that they were backed up and my car had not been started on yet. I understand delays, however, it would have been courteous for the service team to communicate that so I could plan accordingly. Additionally, there were a few other items that also could have been communicated, such as I initially signed off on a 1-year service (my car is only a year old with low mileage) and the paper work at the end of the service documented a 2-year service...not sure when the decision was made to switch it. I honestly did not question it because I just wanted my car back at that point and resume function in my life. The service team is apologetic and pleasant, but it seems like they are novices and functioning at that level. Offering business cards with free car washes, only goes so far. For a high-end luxury dealership, the southbay location has much to learn about customer service, communication and efficiency at this level. I would strongly recommend getting your car serviced at another location. This is unfortunate, because the convenience of having a southbay location has the potential to be great, however, I have found that the convenience is not worth the stress, unreliability, and feelings of unknown. Great people in need of training and development .
taryne imai
Jun 24, 2019
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