Review Details

I am writing to express my serious dissatisfaction with the service I received at your dealership regarding the modifications made to my truck, which included the installation of modified bumpers, new lights, and a WeBoost system. Initially, I was informed that the job would take approximately one day, with the possibility of extending to two days. Unfortunately, the communication from my service representative, Mitchell, was consistently poor. On the second day, I attempted to inquire about the status of my vehicle but received no response for four hours, despite multiple attempts to message him and to contact the service department directly. On the third day, it took several phone calls and a voicemal just to speak with someone. Nobody was working on the truck and the couple minor issues (seat heater and splash guard) that Mitchell said would be finnish were not going to be looked at that day and there was no estimate as to when they would be looked at. Here is a breakdown of the issues I had on day 3: 1. **Communication Breakdown:** Despite sending direct messages, leaving numerous calls, and voicemails on the service line, I received no response. I did eventually get through to a person. I learned that Mitchell was out sick on day three, but no one else was managing his communications. 2. **Installation Errors:** a. **Lighting and Switches:** The switches for the new lights were not installed correctly, rendering part of the lights inoperable. Additionally, the installation of the WeBoost system was not intuitive, and no one was available to explain its operation or demonstrate its use. b. **WeBoost Switch:** I was told there would be an on/off switch added for the WeBoost. There is not, which added to the confusion. c. **Bumper Quality:** The rear bumper appeared unfinished upon inspection. It turned out that the bumper was shipped without the necessary finishing hardware, which was an oversight by your team. I was later informed by your sales representative at Sawtooth (because I called him instead of the service department, because he answers his calls) that a new set of hardware would be sent, necessitating yet another visit to your dealership. The total cost for these services was approximately $15,000. Given the amount of rework required and the lack of communication, this seems disproportionately high for the quality of service received. While I understand that not everything can go perfectly, the lack of communication and the numerous installation errors are unacceptable. This experience has been extremely disappointing and reflects poorly on the service standards of your dealership.