I arrived at my 8:00am Wednesday appointment at the service center, not the quick lane. My experience with the customer service representative, Scott, wasn't great. He was courteous enough, but the quote for my recalls was all day the first day, and maybe tomorrow. There was a possibility of the vehicle being finished the next day, but after I was asked if I wanted a ride anywhere, I figured a courtesy vehicle or loaner was out of the question. It is Friday, day 3 without a vehicle and, wondering what the status was, I sent a text to the given number at 10:30am. Just after noon, I received a response saying, "tech is working on it". I assume they were backed up for a few days and wanted to give them the benefit of the doubt, but even a message the second day stating that they were behind and a rough estimate of time would have been nice. How am I to know if they will have the vehicle over the weekend, if I need to take more time off of work due to lack of transportation, or how I'll get my children where they need to go. Through the other reviews, it doesn't seem like people are having the same issues. It very well could be that they are super backed up, or because I'm a gay minority and the prioritization level of my vehicle is really low. I hope my next experience is better and I will definitely give it another shot.
My wife’s 2017 Ford Fusion had a problem with the engine and at first I was quoted $5000. Then a few days later I was told $1900 so we went out of our way to move money around to get it fixed. I was told at first it would be ready that Friday. Now it is another week past that Friday. Not once have I been told about any updates while it has been worked on. I guess it is my fault that they had a worker not show up and work on a vehicle for three days. I know if I don’t show up to work the work still gets done. Not Bob Utter. I guess you do whatever you want at the customer’s expense. I will never allow them to ever work or even touch any of my vehicles and we have bought three of them through Bob Utter. This is the worst experience I have ever had with them. After this they will never get another penny from me. This is horrible customer service and they should be ashamed of themselves. After taking so long we should have been offered a loaner instead of excuses. The car I am borrowing has no air conditioning in it in this Texas heat and they knew this going into it but it doesn’t seem like the Service center cares much about that. The one time I was offered anything was an electric car like where am I going to charge it at? Plus I have to drive to McKinney and back everyday for work. Just be cautious before you let them do anything on your vehicle. I call today after a week and a half and now they can’t even get the car running after they put the car back together. Losing patience and trust with this company.
Great all around experience. Jason W took care of everything for me handled my warranty company and got me taken care of. Best customer experience I’ve had this far with any dealership I’ve worked with. Look forward to doing business with him in the future. If you need a contact at Bob Utter Service I highly recommend Jason W.
Had an issue with a mirror and Jason Weaver fixed it in 10 seconds and told me to have a nice day. Awesome service, will definitely keep them in mind for future repairs!
They are the nicest, most professional and courteous people I get to deal with. Even when they make mistakes, they're quick to fix. Quick to apologize and just downright good folks
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