This dealership has significant room for improvement in several areas.
My experience purchasing a 2024 G90 was frustrating due to poor follow-up and execution. While Brady, the Manager, did initially engage, he has been unresponsive since. The phone system also needs urgent attention, as it is challenging to reach anyone.
The service department, Toby, has similar issues--difficulty in communication, lack of follow-through, and unmet commitments. However, Kaitlyn stands out as a dependable team member who is accessible and attempts to be helpful. Unfortunately, her efforts appear to be hindered by insufficient support from the rest of the team.
Enhanced communication, reliable follow-through, and better internal coordination would significantly impact the customer experience. Until they can better execute, I'd recommend that you look for a car elsewhere.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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My experience purchasing a 2024 G90 was frustrating due to poor follow-up and execution. While Brady, the Manager, did initially engage, he has been unresponsive since. The phone system also needs urgent attention, as it is challenging to reach anyone.
The service department, Toby, has similar issues--difficulty in communication, lack of follow-through, and unmet commitments. However, Kaitlyn stands out as a dependable team member who is accessible and attempts to be helpful. Unfortunately, her efforts appear to be hindered by insufficient support from the rest of the team.
Enhanced communication, reliable follow-through, and better internal coordination would significantly impact the customer experience. Until they can better execute, I'd recommend that you look for a car elsewhere.