Confirmed Service Customer
I had a full service oil change and tire rotation during this service visit. The engine compartment air filter needed replacing as service rep came to waiting room to show me how dirty it was- so I authorized replacing it with a new one. I started the engine when I went to leave the parking lot of Kayser. The engine sounded 'different' or noisy both when initially turning the engine on and then when accelerating but second guessed myself. I stopped in strip mall down the road to actually let it sit and to measure the oil level and to see if oil was actually filled and to see if I could see if all caps were replaced. The oil was full. I drove home to Spring Green. While on the way home had several stops and the car was just not 'right'. I opened the hood again and started the car and on the side of engine where air filter is located - this is where the abnormal sound was coming from. So had to call the service department and say I was bring the car back in. (**Only being able to reach the service department directly after DELAY and questioning from the contracted call center. Offering to schedule future service and questioning me. I stated at least 3 times i wanted to be connected directly to the service department at the dealership and then was asked further questions while being put on hold - not pleased with this new contracted call center. Both for making the appointment for the service as well as my needing to go back through them when there was problems with the service performed. **I stopped into the service department and talked to Derek with the issues experienced during making the initial service appointment.) What kind of review does your mechanic/technician's do when completing service? I needed my car as was dealing with a death that I had found out about overnight and didnt want to cancel last minute and also needed oil change with knowing I would be doing quite a bit more driving. When I arrived back to Kayser service Jeremy was helpful and opened hood and said this is abnormal sound when car was started up. Right away brought out a 'mechanic' and he touched compartment that filter was in & it seemed 'tight' on. Then looked a little further and said something like 'problem right here - some piece was inserted above and should have been aligned under or slotted in-between 2 pieces. As i was walking back to my car from a stop at the restroom - the technician stated 'sorry' and all fixed now. Is a sorry enough of an explanation for my time, mileage, gas money and inconvenience??? Not really. This circumstance does not give me any confidence that the rest of the service was done correctly. I do NOT know how the mechanic wouldn't have noticed the louder noise coming from engine block when starting and bringing my car to the front parking lot. I then wonder about all parts of this service experience - ie: are all the lug nuts tightened correctly from tire rotation? was the oil filter itself actually changed? was a new air filter actually replaced? In hindsight I wished I had not stopped into the restroom when the mechanic fixed the problem in the parking lot. I then would have seen if indeed it was a new filter or not. Was this an inconvenience? Yes. The filter is there for a reason - so did this drive to Spring Green and back sucking in dirt and whatever else that may affect the engine? Please remember we were in air advisories so there was particles in the air. Did this do some kind of damage that will show up down the road?
Nancy H.
SPRING GREEN,
WI
Business Response
Nancy, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one. We would like the opportunity to make this up to you. Please contact our manager at (608) 643-5813 so we can make your experience a positive one.
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