Review Details

I have been going to Knudtsen for many years now for service and have purchased several vehicles there. However, I will not be returning as a customer at this point in time. My usual service rep, Brent, has been fantastic, very communicative, and delivers excellent customer service. This time we did not have Brent. There was zero communication between my advisor and myself but not for my lack of trying. I was quoted the usual 72 hours for diagnostic for my vehicle. This was not an issue because I was going out of town for a week and did not need the vehicle which was why I scheduled the service when I did. However, I returned from my vacation after Knudtsen having my vehicle for a week and had still not heard any updates. I waited and on day 8 I messaged my advisor, Wendy, through text as she had sent an initial text saying we could communicate this way. I received no response. On day 9 I contacted the service department by phone. I spoke to another service advisor who informed me that my vehicle had not even been looked at. I requested that my service advisor contact me. She did contact me later on the 9th day and informed me that it was correct that no one had looked at my vehicle and that there was a possibility that someone would look at it on the 10th or 11th day of them having it but could not guarantee that this would happen. I expressed my displeasure with this and informed her that I would be picking up my vehicle and going elsewhere. I have never, in all the years I have been bringing my vehicles to Knudtsen, experienced such a grossly mishandled ordeal. It used to be 24 hours for diagnostics. I understand that the landscape in business has changed greatly and 72 hours is reasonable. Nine days and nothing done to even tell me what���s wrong with my vehicle and zero communication about the delay is positively unacceptable and extremely poor customer service!