Reviews

Do not know why I am getting this e-mail.

All was great.

The salesman Mr Darren Dixon wea vary professional and courtesy and well Knowledgeable

My experience with Gerry Lane’s Service Department was not what I expected it to be. I have been to many different types of automotive service shops over the years, from large corporate dealerships to small family-owned businesses, including my own family’s shop. Based on Gerry Lane’s reputation and the level of professionalism I have experienced from the sales side, I expected the same level of courtesy and customer service from the Service Department. I initially scheduled an appointment for a simple recall repair and clearly stated the reason for my visit when making the reservation. I received a text confirmation for my appointment; however, when I arrived, I was told that my appointment was not in the system. I dropped off my vehicle and was offered the shuttle service to take me to work. I will say that the shuttle driver was wonderful—friendly, courteous, and professional. Approximately two hours later, I received a call informing me that the part needed for the recall was not in stock and that I could return to pick up my vehicle. When I returned, there was absolutely no direction regarding where I should go to retrieve my keys. I did not know that the pickup window was located behind the area where several employees were stationed. I stood near the back entrance of the waiting area for approximately five minutes while employees were nearby, yet no one acknowledged me or asked if I needed assistance. Eventually, I had to stop a random employee who was walking by and ask where I needed to go. That experience left me asking: Where is the customer service? Where is the courtesy and helpfulness that should come with visiting a dealership? As a first-time service customer, I should not have to wander around trying to determine where to go or who to speak with. It also made me wonder whether my experience was different because I was there for a recall service that did not require me to pay out of pocket. Regardless of the type of service being performed, every customer should feel welcomed and valued. In fact, a recall appointment is an opportunity to introduce a new customer to your Service Department and give them a reason to return for future maintenance and repairs. Four days later, my husband called to check on the status of the part because we had not received any follow-up communication. When he called and the representative pulled up my information, it took some time before they were able to determine that the part had, in fact, arrived. No one had contacted us to let us know it was available. My husband then scheduled another appointment. Unfortunately, my second visit felt even less personable and somewhat dismissive. My keys were taken, but there was no explanation of the process, no offer of the shuttle service as there had been during my first visit, and no direction regarding where I should exit or what I should expect next. There were many simple ways that interaction could have been handled differently to make a customer feel welcomed and informed. Approximately two hours later, I received a call that my vehicle was ready. Again, I was given very little direction and essentially had to figure out the pickup process on my own. There was no “thank you,” no “we appreciate your business,” no “please come back and see us,” or even a simple acknowledgment as I left. I want to be clear that I have no complaint regarding the technicians or the actual work performed on my vehicle. The repair was completed within the expected timeframe, and I appreciate the technicians who performed the work. My concern is specifically with the customer experience on the service side. The employees who interact directly with customers are the face of the Service Department, and those interactions matter. A simple greeting, clear directions, an explanation of what to expect, proactive communication when a part arrives, and a sincere “thank you” can completely change a customer’s experience. I am sharing this feedback because I genuinely expected more from Gerry Lane. Your Sales Department works hard to earn customers, but the Service Department plays an equally important role in determining whether those customers continue their relationship with the dealership. The work on my vehicle was completed successfully. The service to the customer, however, could have been much better.

My truck was still in warranty and had to get it towed to Gerry lane. Did not get reimbursed for the tow charges they fixed one problem, but my engine light is still on.I went almost a week without a vehicle and did not give me a loaner or a rental.

It was good, I got there for 8 and was done by 8:45. The young lady was very professional and answered all my questions.

Courteous, professional, and efficient service. Couldn't ask for more.

Advisor kept me informed the entire process very good job

Taylor was very helpful, courteous, and professional. Got me in and out in a timely manner.

I paid $300 for a diagnostic test. I think that is overpriced and didn’t get proper feedback for the amount of money that I paid. I guess that was another life lesson.