Review Details

On Friday, Feb 7, I came in for my second oil change on my new car. This was my third visit for a service At Bob Stall Chevrolet La Mesa. One thing is for sure is that almost everyone in the service department has zero customer service skills. I can start with my first experience a week after I bought my car in August 2024. I bought my car from the salesman named, Alberto. He told me to come in a week after my appointment and that they would detail my car for me. So when I came in a week later, all they did was run my car through a car wash and I was out of there in five minutes. When someone tells me they’re gonna detail my car, I would’ve thought that they would’ve done some detail work to my car. Not running it through a car wash and not even dry off the car before giving it back to me. My next experience was in November 2024 when I came in for my first oil change. My appointment was at 8:30 and it took them almost a half hour to come out and just greet me. I was literally standing next to my car for the whole period without anyone saying we will be right with you, I’m sorry it’s been a busy morning, or anything along those lines. I was even there somewhere between 5-10 prior to my 830 appt. So it’s just like I was late to my appt. On top of that, once my car was finished someone from the service department drove it to the front of the dealership. It took them another 15 minutes before I got a text that said my car was ready. I was about to walk up to an advisor and tell them that my car was ready before I got that text. So far it feels like there’s zero communication between the service department and the advisors. Now for my appt on Feb 8, 2025, a couple days ago. Pretty much the same thing happened to me. My appt was at 8 and I was there about 5 mins before my appt. I got out of my car and there was one guy working the service line. Once again, no how are you? I will be right with you, were a little busy today. Or even a simple hi. The only guy out there was a guy named Damon. Damon was who I had my appt with. I didn’t know that at the time because it was my First time going to Damon for an appt. So once again I was standing next to my car waiting for someone to help me. About 15 mins go by and one of the service advisors came out and helped the car that pulled up 10 mins after I showed. At this point I start to get a little frustrated. If it was just Damon working that would be one thing but I’m looking at about 4-5 advisors just sitting at their desk doing what appears to be nothing. So finally a little after 30 mins Damon comes up to me and checks me in. Tells me that it’s going to be an hour and half at least until my car is ready. At the time I thought that was a long time for just an oil change. But at this point, I’m just happy that my car is gonna be taken in to get serviced. My car was done about an hour and a half later, but of course when I got the text that it was ready, Damon was busy with another customer. So I waited for another 20 mins and then I walked up to an advisor, once again not doing anything but sitting at their desk, and asked if they could check me out. At this point my frustration was at an all time high. I asked if I could speak with a manager. She eventually got a manager named Keith for me. But before she got Keith, she walked outside to talk to what looked like a group of techs. In my head she was asking if anyone saw Keith. But as soon as I looked at that group I noticed all of them laughing and giggling at whatever she said as they all looked at me at the same time. So either she does stand up on the side or she was talking some trash about me. Like I said, the 3-4 people she was talking to all looked at me at the same time and were laughing. Right after that happened, Keith walked around the corner and that advisor grabbed him for me to talk to. When I was talking to Keith, it felt like I was just talking to another advisor. After I explained everything to him, he had every excuse under the sun for why they had bad customer service. He started off by saying the reason why they were so slow was because they had to send one of their oil and lube guys to the hospital. When I brought up the whole why couldn’t another advisor help me he said because every advisor is assigned to a customer. I get that if I make an appt with Damon that I work with Damon, but why can’t another advisor just come out and check me in for my appointment? That’s when Keith told me each advisor is assigned to a different duty. And Damon is assigned to oil and lube. Also, while I was in Keith‘s office and explaining everything that was going on, all he did was stare at his computer screen and not say a single word to me. Then when I called him out on that he fake laugh at me and said he was just trying to pull up my account. But instead of saying all that before I got angry, it took me getting angry for him to finally respond to me. At least give me a yeah, OK, or something, and not just the silent treatment.… long story short after my talk with Keith. I went over and paid for my oil change. The lady took me out to Damon‘s cart to get my key and that was when Damon said they were gonna take care of my oil change today. To which I responded with I just paid for my oil change. Once again, showing the lack of communication at this dealership. Damon then told me that they were gonna take care of my next oil change. Honestly, I’m gonna go back for my next oil change there since they we giving me a free one but it may be my last time I go back to Bob stall Chevrolet in La Mesa. It just sucks that it has come to this. When I was looking for cars back in August, all my friends kept telling me how great Bob Stall Chevrolet was and that they enjoy the service there. I get it, I’m just some John Smith customer, but the customer service that I’ve gotten at this dealership has been horrendous. It’s one thing to have advisors that have bad customer service but when the manager is bad as well, I guess I understand why the advisors are as well.