I was prompted via email from the dealership to schedule an appointment for a routine 15-point inspection. I did so online. When I arrived for my 12:00 appointment, the gentleman helping me informed me it would be a 4-6 hour wait. With 2 small children in tow, I could not do that. When I asked when a better time to come for faster service, he said never. He was not helpful and proceeded to tell me appointments are for the dealerships convenience, not for the customer's. So, I left.
The next day, the service manager called and asked me to bring my car in at 3pm that day for service and he would get me in and out. When I attempted to drop it off, the gentleman helping me told me it would be a 3-4 hour wait. When I told him what the service manager had said about getting me in a out, he said that was not possible. So, I left again.
The service manager reached out once more and said that if I came at 8am the next morning, he would get me in right away or give me a free rental. When I stopped in, the gentleman helping acted like I was being ridiculous when I requested the rental. It wasn't until I got upset and threatened to take my business elsewhere that he became overly helpful.
I understand that Shelton service is short staffed, but it was this entire experience makes me want to take my business to a different dealership.
We apologize for the experience you described in your review, Sarah. We would like to speak with you personally to ensure that what you described doesn't happen again, and to see if there's any way we can make it up to you. We look forward to speaking with you soon.
My car was sitting in the parking lot at work when someone noticed a screw in my tire. He searched our complex until he found out who the car belonged to. There was still enough air in the tire for me to be able to drive it to Shelton's. Ron got a service man out immediately, and I was on my way with a patched tire in short order. I only missed about a half hour of work. Thanks.
Mr. Don Cloutier, the sales representative, provided outstanding service. He was very professional and courteous to my request for a new GMC Canyon. He called and informed me at each stage regarding my new GMC Canyon. He was even courteous enough to help me with an accessory for my truck. Lastly, he always called back or responded to my email in a reasonable and timely manner; he never ignored me. Outstanding service all around!!!