Unfortunately had to follow up and readjust my rating due to lack of communication and transparency. Went in on 8/18/25 due to a nail in my tire. The car was ready on 8/21/25. After a couple weeks I noticed there were some scratches on the inner lip of my wheel with the flat that had been replaced. I took some pictures of the damage and sent it to my advisor, Kevin Reynoso on Tuesday 9/2/25 to review. I was told then on Wednesday 9/3/25 that footage would be reviewed and I’d have an answer by Thursday 9/4/25. I did not get any communication. I reached out on Friday 9/5/25 only to get an automated out of office answer. I received a follow up back from Kevin on Monday 9/8/25 saying I’d have an answer by the following day. I did get receive a response via text on Tuesday 9/9/25, but only saying that my request was denied and that a discount could be applied for fixing the wheel. I immediately called Kevin and requested to speak to his manager, CJ Nemec. He was unavailable, but I was assured he would contact me by the time he was leaving that evening. 7 PM rolls by and nada. Zilch. I reach out again the next day via phone on Wednesday 9/10/25 and hear that CJ is off for the day so I speak with TJ, another service manager and he said he’d have CJ reach out to me the next day on 9/11/25. It’s now Friday 9/12/25 and it is still radio silence. This is just flat out poor customer communication! I have zero issues with the claim being denied if the damage was present prior to me dropping off my car for service, but if you have the technology to have footage to review share it with the client to alleviate any doubts!
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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