Review Details

Firstly, I commend the outstanding communication from my service advisor, Scott Saxon. His friendly demeanor and the daily updates on my truck's status are much appreciated. Scott Saxon's dedication to keeping me informed contributed immensely to the positive experience with my service advisor. Second, The repairs on my truck took from Tuesday til Friday to repair my vehicle, and I was told twice, “You should have made an appointment for service.” I want to bring attention to a significant concern regarding the nature of the service for my truck. When the truck's speed is reduced to 45 mph, waiting for a scheduled appointment becomes impractical and poses safety risks, especially when towing an RV or a heavy load. The urgency of the situation makes it challenging to adhere to appointment schedules. I believe there may be an opportunity to reevaluate the approach to handling urgent service needs in such cases, ensuring the safety of drivers in these circumstances. I understand that the diesel mechanics shortage at dealerships is an issue. Third. Last year, my truck had to have all eight injectors replaced due to water intrusion from a poorly designed fuel filter on this truck, which, in my opinion, should be recalled for a better design. I passed on all this information to the service manager and GM but never heard a word about it. So, in short, what is the point of the customer feedback if the Dealer is not following up on it? In summary, while I commend Scott Saxon for their excellent communication, the challenges I faced with repair duration and safety concerns need attention. Additionally, the lack of follow-up on previous feedback, such as the issue with my truck's injectors, leaves me questioning the effectiveness of the feedback process. It is crucial for the dealership and manufacturers to receive and actively address and communicate resolutions to customer concerns. Meaningful follow-up on customer feedback is essential for building trust and ensuring ongoing improvement in service quality.