Awful Experience - Read this review if you don't want to have the same experience I did
This review will save you TIME and MONEY and it is strictly for the service department of Westside Chevrolet Katy. The service advisor that you get MATTERS!!! Read about my experience before you even think about giving this dealership a chance. Don't make the mistakes I made.
This service center is a specialized shop, meaning that they have "technicians" who specialize in repairing certain parts of your vehicle. This means that if you need work done and the technician is "backed up" you are going to suffer. If you want this place to finish the work on your car, you better stick around and push them hard for constant updates, because the moment you leave the car with them, the chances that they will leave you in limbo are extremely high.
By limbo, I mean no communication whatsoever. You have to call them, they do not call you with updates. This is despite the fact that they send you a link with service updates and "video" of the work via text. Except, nothing was ever sent. Not a text, not a video. Nothing. I had to keep calling them. So here's my overall experience:
Friday - went in at 8:30am with AC issues. I also told them about a coolant leak. And I also wanted an oil change done. This means that the car got passed around to 3 technicians. Well, only two technicians worked on it. The third one never got to touch the car. Read on to find out why.
I was told that the third technician which works on engines and coolant leaks was backed up. Then I was told that there was 1 car in front of me. Then by the end of the day, I was told it wouldn't be looked at until Monday. For all these communications I had to call them. They never sent a single text. But they did call ONCE to tell me they diagnosed the issue as a broken hose leading to a coolant leak.
Monday - I call in at 11am. This time I speak to a different service advisor, who I then tell what I was told on Friday. He says the car hasn't even been diagnosed and there's no such thing as "1 car in front of mine". They are backed up and that's all the info they have. Right away I know this is BS. But I give him the benefit of a doubt. I call again at 3pm. Still no diagnostic to determine the cause of the leak. I leave the car with them again. This time, they tell me, latest they can get an update is 1-2 days, with Tuesday being the earliest.
Tuesday - I call at around 10am. Still no update. I tell them im taking the car. And all of a sudden they will seek an update and call me back in 10 minutes. 30 minutes pass and no call. I call them again, no update. In fact, no one actually sought any update. Instead they just read the computer to see if the technician wrote something lol. It's a joke.
I call one more time at 2pm, still nothing. I give them one more chance and leave the car.
Wednesday - I show up and take the car. They print out the paperwork for the completed work and I get charged. I take the car and leave. Total days to get it diagnosed? 3 days. And it never happened.
I then take the car to MISSION AUTO CARE who diagnosed the leak in less than 40 mins and repaired the issue in less than 2 hours. And, get this, they text you updates, they call you to explain, and they provide pictures of the work. They even give you a breakdown of the issue they found and never force or pressure you into paying for other recommended work. They give you the breakdown of the work needed in the text updates and it is very clear, very professional, very courteous. These guys will receive a 5-star review from me very soon.
Now, if you read this far, you're wondering if you should even consider buying from this dealership. Well, remember that car dealerships tie service packages to their service centers. So, unless you want to deal with a bunch of disinterested, unprofessional service advisors, then STAY FAR AWAY. This place needs a strong management to get these guys to actually do their jobs properly.
In my experience, the technicians are not the issue. The issue is that these "service advisors" are useless. I do not know if this is by design or if they are just scared of the technicians to go ask in person where things stand as far as repairs and diagnostics test are concerned. I get the sense that these guys are told "read what's on the computer and dont go back there". So, if this is true, then it makes their ability to provide a good service to customers extremely limited.
There needs to be some kind of open communication between advisors (the messengers) and the technicians in a way that a customer does not even need to call for an update. Send the update via text like MISSION AUTO CARE. Just do something professional.
So, if you value your time, your money and if you want PROFESSIONALS handling your vehicle, do NOT take your car here. And remember, if you buy from this dealership and the service package is tied to this service center, you will have many moments of frustration. Heed my advice and take your hard earn money someplace else.
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This service center is a specialized shop, meaning that they have "technicians" who specialize in repairing certain parts of your vehicle. This means that if you need work done and the technician is "backed up" you are going to suffer. If you want this place to finish the work on your car, you better stick around and push them hard for constant updates, because the moment you leave the car with them, the chances that they will leave you in limbo are extremely high.
By limbo, I mean no communication whatsoever. You have to call them, they do not call you with updates. This is despite the fact that they send you a link with service updates and "video" of the work via text. Except, nothing was ever sent. Not a text, not a video. Nothing. I had to keep calling them. So here's my overall experience:
Friday - went in at 8:30am with AC issues. I also told them about a coolant leak. And I also wanted an oil change done. This means that the car got passed around to 3 technicians. Well, only two technicians worked on it. The third one never got to touch the car. Read on to find out why.
I was told that the third technician which works on engines and coolant leaks was backed up. Then I was told that there was 1 car in front of me. Then by the end of the day, I was told it wouldn't be looked at until Monday. For all these communications I had to call them. They never sent a single text. But they did call ONCE to tell me they diagnosed the issue as a broken hose leading to a coolant leak.
Monday - I call in at 11am. This time I speak to a different service advisor, who I then tell what I was told on Friday. He says the car hasn't even been diagnosed and there's no such thing as "1 car in front of mine". They are backed up and that's all the info they have. Right away I know this is BS. But I give him the benefit of a doubt. I call again at 3pm. Still no diagnostic to determine the cause of the leak. I leave the car with them again. This time, they tell me, latest they can get an update is 1-2 days, with Tuesday being the earliest.
Tuesday - I call at around 10am. Still no update. I tell them im taking the car. And all of a sudden they will seek an update and call me back in 10 minutes. 30 minutes pass and no call. I call them again, no update. In fact, no one actually sought any update. Instead they just read the computer to see if the technician wrote something lol. It's a joke.
I call one more time at 2pm, still nothing. I give them one more chance and leave the car.
Wednesday - I show up and take the car. They print out the paperwork for the completed work and I get charged. I take the car and leave. Total days to get it diagnosed? 3 days. And it never happened.
I then take the car to MISSION AUTO CARE who diagnosed the leak in less than 40 mins and repaired the issue in less than 2 hours. And, get this, they text you updates, they call you to explain, and they provide pictures of the work. They even give you a breakdown of the issue they found and never force or pressure you into paying for other recommended work. They give you the breakdown of the work needed in the text updates and it is very clear, very professional, very courteous. These guys will receive a 5-star review from me very soon.
Now, if you read this far, you're wondering if you should even consider buying from this dealership. Well, remember that car dealerships tie service packages to their service centers. So, unless you want to deal with a bunch of disinterested, unprofessional service advisors, then STAY FAR AWAY. This place needs a strong management to get these guys to actually do their jobs properly.
In my experience, the technicians are not the issue. The issue is that these "service advisors" are useless. I do not know if this is by design or if they are just scared of the technicians to go ask in person where things stand as far as repairs and diagnostics test are concerned. I get the sense that these guys are told "read what's on the computer and dont go back there". So, if this is true, then it makes their ability to provide a good service to customers extremely limited.
There needs to be some kind of open communication between advisors (the messengers) and the technicians in a way that a customer does not even need to call for an update. Send the update via text like MISSION AUTO CARE. Just do something professional.
So, if you value your time, your money and if you want PROFESSIONALS handling your vehicle, do NOT take your car here. And remember, if you buy from this dealership and the service package is tied to this service center, you will have many moments of frustration. Heed my advice and take your hard earn money someplace else.