I had my wife's car in the Service Dept for an oil change and tire rotation. The car was serviced and I left. I stopped for gas and found that I had been given the wrong bill and also had an estimate that was for less than I paid. I drove back to the dealership. Upon walking into the service area I saw what I assumed to be the manager in the middle service rep area talking with the reps. When I walked up I was asked by a service rep if they could help. I explained the situation and showed them the incorrect bill. The manager left the area and returned to his office, leaving the service reps to fix the issues. The reps apologized and took care of it. What bothered me was that the manager left the area as if he didn't want to deal with this issue or it wasn't his problem. The rule of customer service is for all employees to work to not have issues and if there are, to fix them. I didn't need nor want him to take care of it, but the dealership is not served if it appears that management doesn't want to at least let the customer know that the problem will be solved. The reps were very apologetic and made Hiley look much better than the manager who made it appear as if he walked away from the issue because he didn't want to take the time to reassure a customer that it would be taken care of. I've never questioned the customer service commitment of any Hiley employee until this visit. Dana Eldredge
I was kind of disappointed with the sales process after we agreed to purchase the vehicle for the following reasons: When we agreed on the price, the paperwork was changed to reflect a selling price of $45,361 instead of $43,361. I found it strange that the $2,000 GM offer for preferred customers was rearranged to do this. I also asked for locking wheel nuts and was told they were 'likely' on the vehicle, but were not. I also did not like the finance process. I was given every paper to sign except the contract documents first with the price. I thought this was wrong. Also, what was the deal on the 'maintenance plan', I said 'no' from the start and spent 15 minutes saying I don't want this plan. Finally, when we got the car, I was surprised that cars features were not explained to us. In the past with my other GM vehicle, this has been the norm. We just got the keys and left this time. Still confused on how you can buy a car listed for $43K but marked in the contract at $45K?. I think the figures should have been correct from the start. For these reason, I am listing them in the survey for my concerns.
Well i have a certified pre-owned Buick Verano bought from a dealership in Grand Prairie. I took the car in bought from a dealership in Grand Prairie. I took the car in for a routine oil change. I was under the impression that their tires would be rotated and the oil would and the fluids rather would be checked. I'm just not sure this was done as I was there for probably about 7 minutes and my car I was told my car was ready.
Treated very personable. Service was done promptly. Pleasant waiting room. I was only there for about an hour. Very pleased with service. They also cleaned my car. So nice. I enjoyed chatting with the young lady that greeted me when I first arrived.