My experience with Land Rover North Point is one that I am sure many endure when visiting this establishment of business. After speaking with Comptroller Robyn Parker and Secretary C.D. Hays and General Manager Joe Rush, I have definitely realized that customer service is a lost art for those at Land Rover North Point.
The only person that works at this establishment that has a head on his shoulders is Matt Davis Service Manager, which is why my husband and I drove 150 miles from Fort Benning, GA to Alpharetta, GA to have our car serviced, until now.
If you want to be taken advantaged of, lied to, hung up on, threatened, call a bi#@h, and basically pay to be treated horrible then be my guest - visit this dealership. However, Michael White and Land Rover Gwinnett will be much worth your while than visiting these folks. The matter at hand here is accountability and respect - which Land Rover North Point possesses none.
I would not trust one penny handed to these people, not one, because they are disorganized and obviously unaccountable for their actions and in the way they handle YOUR money. Truthfully, if I was given a little customer service and respect, I would not be writing this report.
I would also pay close attention to your service bills. I received my first bill, after the receptionist made an error the day I went to pick up my car after being serviced (she told me that it was all paid up and showed me receipts stamped paid because Gwinnett Infinity was paying for the service to my car), in a certified letter threatening legal action because of their mistake. Please read my ordeal with this establishment before ever bringing your car to be serviced by them.
My ordeal began when I drove my Land Rover 150 miles to North Point to be serviced.
Upon my check in I had explained what service I needed to have done because the dealer who sold me my car (refer to report on Gwinnett Infinity) had done no prior service to my vehicle - and sold me a car that had never been inspected or had not even had a simple oil change, therefore the car had ongoing problems that could have easily been taken care of before hand.
I informed the service manager that Gwinnett Infinity was going to pay for the service on my vehicle, however still file the service under my warranty and they will pick up the bill AND if they had time please do a 60,000 service check up on my vehicle. I was aware that Gwinnett Infinity would probably not be picking up the bill for the 60,000 mile checkup and had prepared to pay for the service when I picked up my car.
When I walk in to pay for my service I have my credit card in hand and made a jokingly statement about what's the damage to a receptionist behind the call counter. She takes me to the account service desks reviews all the receipts and tells me I am all paid up. I ask her are you sure because I had a 60,000 mile check up done on my vehicle and they said that I would owe for this yesterday morning when I dropped the car off. She says she is sure and that all receipts are double stamped paid there are about 5-6 pages that she and I flip to while my sister is standing right beside us.
I ask her again, and she says that everything is paid and hands me my keys (completing the transactions) and off I went. Well I figured that if they had made a mistake - our lovely service manager would call me on Monday or whenever and we would clear up the mistake.
However, a week passes by, and it is 5:30p on Friday afternoon before I am rudely called by the Account Manager Robyn Parker. She calls me and explains that the service manager had been made aware that there was something that was unpaid by me on Monday, and she decided to call me because he has not gotten around to it yet. She tells me that the person who took my payment was new and had made a huge mistake and she was going to be responsible for the $719.02 that I owed.
She tells me that I knew I had to pay something when I left, however she could not hold me responsible and that it was on my integrity to pay this money owed. She was very accusing, and I guess that I should have arm wrestled this little receptionist who was in charge of such a big reasonability to the ground in order to pay. However, I explained to her that it was not out of the blue to me for Gwinnett Infinity to pay the account because of all the problems.
I told her since it is 5:30p on Friday afternoon, I will call her Monday and she can fax me an invoice and we will discuss this then.
Monday comes around and I call lovely Robyn. I told her that I spoke with her on Friday - she says no, I talked with you earlier in the week. I said no I spoke with you while I was sitting outside Blockbuster on my cell phone Friday afternoon for the first time.By this time I have thought of a couple of questions since I have last spoken with her I also had a few problems. One was her tone - I pay good money to travel to her store and I expect as a consumer alittle bit of consideration and customer service, especially for the price that I pay to have my car serviced by them.
I asked Robyn why it had taken over a week to contact me about this issue. She tells me that she called me as soon as she was made aware of the situation on that Friday afternoon - I tell her wait a minute you were convinced a second ago that you spoke with me earlier in the week and you told me on Friday that you were made aware of the situation on Monday when the service manager was.
I asked her also why this little girl was given such a responsibility of handling payments when she obviously was not made aware of the situation and was not properly trained to do the job she was asked. I said where was a manager? She said she trained her and she had had numerous issues with this person. I told her that this girl should not be made responsible for someone else's mistake, however if she is not new like she has said previously, and if she had indeed done this before then maybe this is a lesson learned.
Robyn continues to question my integrity and tells me that this is an honor issue. I told her that truthfully, in the manner and tone that I have been treated with - she is not making it to appealing for me to want to settle this bill for her - and Robyn told me that this was their error and once I left the establishment the transaction was complete, however if they had made a mistake in billing they would contact me (yeah right). I told her to fax me the invoice for the 2nd time and I will talk it over with my husband when he calls from overseas. As she is haning up the phone she calls me a b@%tch! I am still waiting for the fax (4 weeks later).
However, two weeks later I did receive a certified letter, threatening legal action against me for this unpaid bill. I immediately contact C.D. Hays the writer of this letter to explain exactly what happened and to furthermore tell him that I have never received a bill. Mr. Hays interrupts me after going back and forth on the phone for 10 mins. He is raising his voice at me, and all I am asking him is where is their accountability for their error and for the way that I have been treated. He says I'll knock $100 off the price and you send a check paid in full - he then hangs up on me!
This is not about the money I own a Land Rover and can afford service on it - this is about customer service and the way one expects to be treated from a car dealership, and a "luxury" one at most.
I did speak with Mr. Joe Rich, General Manager, at Land Rover. I paid the amount due, but before I did I gave an even more detail explanation of exactly what had transpired over the last few weeks with other managers at Land Rover North Point. He did tell me that he had problems with Robyn, and he did apologize for what had transpired - however too little too late.
It seems as though no one there is accountable for their actions and treatment. I told him that if I am going to be held accountable for your error - then somehow someone needs to be held accountable up there. I seriously doubt anything happened to these people.
It is the impression I get from how loosely and irresponsibility they run their business. Mr. Rush did tell me that Robyn had lied about the receptionist being responsible for the bill, so it seems as though they have a very dishonest accountant manager on their hands.
DO NOT TRUST THESE PEOPLE. You will be threatened and treated like a common thief.
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