where to report horrible dealerships ?

[kw88keys]

Yes Mark,
Your experience with the oil change is a perfect example - and a very valid one. One bad experience probably left a much deeper impression than multiple good experiences. I had a similar situation happen at a major quick lube chain that costs me an engine on my Azera I owned a few years ago. They had probably performed dozens of oil changes for me before but that blew any chance of them keeping my business from that point forward. Actually, in terms of staffing for customer service, the processing of surveys requires very little resources whether is 100 or 100K responses - web surveys in particular are collected and collated within the program. The more data the better - whether good or bad. Just saying again that people that have had bad experiences are more apt to complete surveys than happy customers. I guess this gives some credence to the old saying "no news is good news".

 

[Mark_888]

Yes Mark,
Your experience with the oil change is a perfect example - and a very valid one. One bad experience probably left a much deeper impression than multiple good experiences. I had a similar situation happen at a major quick lube chain that costs me an engine on my Azera I owned a few years ago. They had probably performed dozens of oil changes for me before but that blew any chance of them keeping my business from that point forward. Actually, in terms of staffing for customer service, the processing of surveys requires very little resources whether is 100 or 100K responses - web surveys in particular are collected and collated within the program. The more data the better - whether good or bad. Just saying again that people that have had bad experiences are more apt to complete surveys than happy customers. I guess this gives some credence to the old saying "no news is good news".

I refuse to have anyone change my oil unless I can watch them do it. At most oil lube places I can do that, but usually not at a dealer. These days I do it myself.

When a business gets a lot of repeat customers, and new customers via word of mouth, they know they are doing something right. A large percentage of "good service" comments are obtained via extortion, bribes, or just made up by people who are work at the business or who are hired to post good reviews on the internet on behalf of the business. I am sure there a lot of HMA and dealer employees on this forum.

When I took my Genesis to a dealer (different one than messed up my oil change and brake fluid TSB) for the brake pedal switch recall, the next day I got a frantic call on my home answering machine from the service advisor asking me to rate her service as a 10/10 when I got the survey, or else she would lose her job and her kids would end up being sent to an orphanage or something.

 

[TOMMYJR9]

Yes Mark,

Your experience with the oil change is a perfect example - and a very valid one. One bad experience probably left a much deeper impression than multiple good experiences. I had a similar situation happen at a major quick lube chain that costs me an engine on my Azera I owned a few years ago. They had probably performed dozens of oil changes for me before but that blew any chance of them keeping my business from that point forward. Actually, in terms of staffing for customer service, the processing of surveys requires very little resources whether is 100 or 100K responses - web surveys in particular are collected and collated within the program. The more data the better - whether good or bad. Just saying again that people that have had bad experiences are more apt to complete surveys than happy customers. I guess this gives some credence to the old saying "no news is good news".[/quo

 

[bobferg2]

Maybe you might want to skip Jack Carroll's Skagit Hyundai in Burlington, WA. I visited and found out why Hyundai might want to rethink having regular Hyundai dealers try to sell Equus autos. They just don't have the culture to sell upper end cars.

 

[bmbutler]

I had the same thing happen to me. "Please give me a 10/10 or we get in trouble." Sheesh