TYPE:ServiceMODEL:Golf GTIYEAR:2018
I, as most, have not necessarily a fear of dealerships but more apprehension at the thought of going to "the dealer" for any type of service or to even look at the cars on the lot. Thoughts of waiting and waiting while your car is going to be looked at or shock at the price of said repair is cause for anxiety in most. A few months back I received a recall notice on my 2018 GTI I looked at the various dealerships in the area and decided to make an appt at Carlock. Reason being is that it is in and around a higher end neighborhood which in my mind means they need to be on their game to keep their clients satisfied. I was pleasantly surprised at the level of service I received. I was able to make an appt without a problem, was offered complementary shuttle service to and from the dealership and I want to say the radius was something like 15 or 20 miles which blew me away as I am 15 miles from the location. I opted to wait at the dealership as they said it was a relatively easy and quick fix. I arrived was checked in quickly and shown the waiting area which was nicely appointed. There are plenty of cushioned chairs spaced throughout as well as a bar type area for people to sit at and work on their laptops if they so choose. There is a mini fridge with complimentary waters if needed. I was texting with a friend and about 40 mins had passed they asked how long the wait was and I said I was not sure. I heard my car and honestly assumed it was just being taken back to the service area and told my friend that when the advisor approached me saying my car was all set and ready to go. I was absolutely stunned and thrilled. I thanked her and left. With that experience in my head I recently discovered an oil leak on my car so I made an appt to have a diagnostic service done. I brought it down, got checked in and after about 30 mins I received a text saying the diagnostic was completed and to review the recommended repairs. I looked at the description and walked to the service advisor's desk. It was a very busy morning and was waiting when a gentleman walked in asking if I had been helped I told him I had received a text regarding my service and just needed to talk with an advisor with regards to moving forward with the repairs as I would not have the time that day to do it. He got into the computer and pulled my stuff up and we got to talking. Come to find out his name was Tim and he was the service manager at the dealership. He apologized for being slow as he was not as hands on with the systems as his advisors. I kind of chuckled and said it says something about you given the fact that you can actually sit down and navigate your way around the system. I know management staff at various businesses who could not even do that. They would simply go looking for someone to help. We discussed the repairs needed and even offered to show me the video the tech had taken of the issue. This specific repair is going to take about 7-8 hours so they again offered the shuttle service and even mentioned a loaner car which I thought was fantastic. I told him I would need to look at my schedule and make an appt at a later date. I paid the fee for the diagnostic service which was only $99.00 + tax so minimal and as I was sitting in my car getting ready to leave he approached my car, gave me his business card and said if I had any questions or issues to please feel free to reach out to him. I thanked and again gave him the props he deserved as he truly understands what customer service and teamwork is all about. Overall this dealership is phenomenal. Obviously I can't speak to the sales side but I would imagine the experience would just as good. I did make an appt for my car to go in this coming Tuesday and think from this point forward Carlock will be my go to for all future services.