Davis Chevrolet

Reviews 3

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Kerry E. Wagner

Matt Davis General Manager Davis Chevrolet Houston, Texas I recently had the need to have repair done to my vehicle at Davis Chevrolet in Houston, Texas where I became introduced to LOUSY CUSTOMER SERVICE department, specifically Mark Kitchens. Even his colleagues share stories of his hot hotheadedness in the customer service department. I would like to explain my disappointing encounter with him. I had my vehicle taken there to have the broken hub repaired. When I picked it up following said repair, it broke down AGAIN as I was driving off the lot! I was in disbelief! He and I exchanged words because I asked for a Customer Service Survey form or phone number. He even walked up to me and got into my personal space. I could not believe the audacity of this experienced customer service rep. He said that he has been doing this so long and it is acceptable as if his job was that secure because he himself has been ordained by the service Gods and could not be reprimanded for poor service. He also suggested that since the vehicle wasnt a warranty issue that I was not due a survey, and treated me and my vehicle and situation with total disregard. He even suggested I just leave and they will contact me. LEAVE without any information about what was going on with the vehicle? I was TOTALLY AFRAID to leave my vehicle with this company and especially with him after that. Who could trust service like that, after service like that!! I understood the survey issue now but I certainly did not appreciate his attitude, arrogance, and disrespect with dismissal. He behaved as if he had no reason to treat me with the exceptional quality and standard of a reputable dealer service department because there was no survey to leave a paper trail. That itself is poor service. I sold high end vehicles for 10 years (Hummers) and understand that the service department is what makes the dealership go and grow!!! I had to get things resolved through the service Manager, Tom Peterson. I paid particular attention to him initially to see if the attitude of the team was the attitude of the leader. EVERYONE WAS JUST AS RUDE. No one in the service area smiled , no one said hello, good morning , good afternoon, or may I help you? I asked the young lady at the service window to locate the Service Manager. She got on the phone but I had no idea whether she found him or not. She never said "just a minute, hell be with you shortly" etc. I was baffled. Surprisingly, Tom greeted me with a smile, extended his hand and proceeded to take me to the back where he let me know what THEY had done wrong. Mark Kitchens, my service rep, got into a debate with me, a customer, in public stating it must be the transmission, without knowing what was wrong. It was, in fact, an error on their part fixing the same problem again. SURVEYS should be mandatory!!!! And service like this should be reprimanded!! I had paid for my service and my vehicle broke down ON THE LOT before leaving. Mr. Kitchens needs some training and should be reprimanded. This is a DIRECT REFLECTION of DAVIS Chevrolet. I have NEVER encountered such with a dealership in all the years I have been doing business and I am 48 YEARS OLD! My team will have to do its own survey about this dealership publicly until it is resolved. It will be sent to every news outlet in the area! I hope this ensures better service in the future and sends a big message to service reps that behave and think so much of themselves and so little of paying patrons that help them keep and have a job/career! All customers should be treated with dignity and respect---warranty work or not. Please make sure there is some coaching for this service representative to ensure that no other customers receive the substandard service I received. Thank you in advance!! Kerry E. Wagner Author/Life Coach/Motivation speaker

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Robert Farrell

I called to see a specific vehicle and had an appointment to see that vehicle, I was traveling a long way to see it and I was not upset that someone else was in the process of buying it. What infuriated me was the lack of customer service shown as well as processes in their systems to ensure their sales reps are taking care of the customer. I was instructed when I made the apt to go to the front desk, when I did the girl there had me sign in she apparently did not have access to the system so I noticed a bald man walk to a emty office where he and her were in sight of each other but talking on the phone. I can see this whole transaction. Meanwhile Martin (sales rep) followed me from outside without saying anything and was hanging closely to me in a very awkward way. The girl gets off the phone and tells me I am assigned to Martin. Martin takes forever to get the keys and drags my 3 kids and wife through their back lot just to find out the car was not there. Then we go inside to find that another rep had another set of keys and was on a test drive. They return and I find the sale is pretty well final for the other family. I have a problem with a so called professional business that does not have the processes in place to prevent one sales reps from dragging customers around the lot after a vehicle that is currently out on a test drive with another sales rep. I should have been told it was out on a test drive and asked if my family would like to sit down while he investigated how it went. There should have been a system where only one set of keys is out at a time so another rep cant dragg people on a hunting trip all over their lot. If I am a customer who calls in for an appt and I am instructed to go to the front desk the process shuold not include her talking on the phone to another person that I can clearly see and I feel like I am there waiting to be passed along or judgment decided upon. I guess because it was a used car we were looking for we got the worst customer service and the worse sales rep, maybe thats their policy. Additionally Martin (the rep we were assigned to) asked me several times as I was leaving to talk to Tom, now I get to talk to Tom face to face it seems as I am walking out. I asked Martin why, what is Tom going to do for me? Martin said "well maybe it will help him so he gets better and this does not happen again". I informed Martin I was not there to train the people of Davis Chevrolet on customer service. I wasnt even mad about the car being gone, first come first serve I get it. I was Mad about being dragged all over their lot with my three young children & my wife for no reason and made to stand in the entry way with my family while Martin figured out what was going on. It was humiliating, agrivating and insulting. Some of the people at Davis Chevrolet really dont have a clue.

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Nicholas Lockhart

The job was incredibly simple- replace the negative battery cable per the service bulletin. I ended up car-less for 6 days with zero updates from the dealership. Called ahead Tuesday to make an appointment for Thursday and confirm that I could drop the car off Wednesday night. I was told I had an appointment and the drop off was fine. When I showed up on Wednesday evening to drop the car off, and they had no clue who I was or that I was coming. I had to spend another 20 minutes re-confirming all of my details. An annoyance, but I got over it. On Thursday, the day of the appointment, I received no calls all day. I finally got concerned and called around 5pm. After waiting on hold for 20 minutes while they found a representative, I was finally told that my car had not been looked at yet and that all of the techs had gone home for the day. Obviously frustrating, but the manager told me that he would put priority on it and get it checked right away the next morning, hopefully getting it completed by around noon. Having no real choice, I agreed. I was out of town at this point for the holiday weekend, and the last thing i want to do is get upset calling a dealership that clearly was not doing any work on my car. Friday passed, no more calls. Of course not having my car forced me to make alternate arrangements for getting around due to this dealerships inability to meet my appointment commitment followed by an additional 24 hours of no work and no communication. Saturday passed, no call. Sunday passed, no call. Monday passed, still no call. Finally, on Tuesday morning I had to call once again to get an update. My car was fifth in line at this point, I was told. It had been 5 days and it still had not even been looked at. Even worse, nobody had given me the courtesy of telling me the status. At last, on Tuesday evening, it was completed. Thankfully the fix seems to be successful, at least they got that part right. I certainly do not trust this dealership to either complete maintenance in a timely manner or treat me with enough respect to at least tell me what is going on. Thankfully I am able to overcome the incredible inconvenience of being without a vehicle for almost an entire week. This is the type of treatment that could lose a person their job, without the courtesy of an apology or status update the whole time!