Service Adviser at Dealership

Am I missing half the story? Where does he say he doesn’t want to be your advisor? I keep reading your post and can’t figure out what the issue is or how the dots connect. He made comments about you buying at another dealer. So what does that have to do with being hesitant to serve you?

I just don’t get it. If you have a problem then put your big boy pants on and speak to him. If you just don’t want to deal with him then don’t. What is your goal? What do you want to happen? What do you think the internet can do for you that you can’t solve in person on your own?

Sorry if I don’t get your dilemma. If I have an issue I deal with it or it wasn’t worth my time in which case I forget about it.

 

I don't understand why some dealers are like that. I love when a customer comes to my service bay when they purchased from another dealer. As a whole our business makes more from service tickets than we do sales of new product. So, let them come to me and I will treat them right and they will continue to come to me and I will make money as long as they are happy with my service. The selling dealer made money once and will probably no longer see that customer. Warranty pays the same no matter where the vehicle was purchased, so I do not see any downfall. I welcome customers from other dealers, in fact I have a few regulars who drive over two hours to come to my service center.
So, if they do not want your business, there is another dealer out there somewhere that does.

 

Keep your friends close, but your service advisor much closer.

 

Good perspective. It was also my understanding that the service department trumps the sales department in terms of income.

 

Most dealerships do have a higher profit on service. I can not understand why some do not seem to want to be your go service

This sadly is very true, however it does go deeper.

Example: I purchased an 04 Taco and at the same time an extended warranty.

A couple years later I was having some A/C "issues" took it in as a warranty claim. I told the service adviser I dealt with about the problem as well as a few other "suspect" items, clicking, squeaks and other such noises. Later the same day got a call from him saying that the compressor needed to be replaced and the new compressor and installation labor would be covered, but I had to pay for the coolant to be captured, system vacuumed, and recharged. I argued that was odd since there was absolutely NO way they could replace the compressor without doing the cap, vac, and charge. He argued that warranty would not cover it. I told him to get it done and I called the warranty company who responded with "What?? of course it is covered it is part of the job" he called the dealership and when I picked up the truck I paid only the deductible on the warranty.

Still hearing and feeling the other issues I took the truck in again. This time I expressly asked for NOT so-and-so to be my adviser. Due to that I got a team leader\manager as my adviser. I pointed out my problem as well as all the other possible problems. I got a call about 2 hours later from the service adviser on my truck. She tells me that she had her best Tacoma tech on the truck and it needed a full driveshaft assembly. They also checked for all recalls, TSBs, and found several other issues they would address. She informed me one of the problems was not covered by the warranty and gave me both the direct number to the company, but also his name, her name, service ticket number, claim number etc. She then told me that had located all the parts they needed to complete the repairs but it would unfortunately take "some time" to get the parts and complete the repairs. I asked what I was supposed to drive while waiting and she told me the courtesy van and a 2016 Tacoma should be at my office within 30 minutes. It was and 2 days later my truck was washed inside and out with about 3K in parts and close to that in labor done. It all cost me the 100 deductible.

She was my service adviser to the day she left the dealership.

The point is If you are not happy talk to the persons boss and keep moving up the chain until you are. If no one helps and the dealership does not want your service work, there are plenty that will be happy to do all they can to make and keep you happy.

 

^^this is good advice.

 

If anyone cares to listen, here is a clip of what happened. https://youtu.be/6ZE0fBHx-PY

 

Eh doesn't sound malicious or anything to me. Not sure why they even made an issue out of where the vehicle is from since they get paid from Toyota either way. I don't think you have anything to worry about.

 

I’m just curious as to why he wouldn’t want a Autonation vehicle

 

Honestly it sounded like an inside joke between the advisors to me. He had probably gotten a few from outside dealership buyers that day although I still don't see why that would matter. Ask him next time if there is any issue in bringing the truck in for service even though you didn't purchase from them.

 

Ooh, words. If words hurt or concern you...

LMFAO, bunch of pansies. Until some wrong is actually done to you, suck it up, move on, and keep living life.

 

Sounded like regular shit talk anyone would have if you were working there. In fact, they probably wouldn't even remember if you brought it up to them lmao.

 

This kind of makes me want to get a dashcam, for science ya know. It was tough to tell who was who, but I heard "parents" and "appreciate it" so I wouldn't sweat it.

 

You're seriously upset about this? Are you insane?

 

Coworkers talking smack is not an issue. Did you ever think that they were just happy taking business from Auto-nation? Kind of a perk that auto-nation was doing poorly and you came to a better place. I bought my truck from my local dealer and have service there. Why, because loyal customers don't get set to the back of the line.

 

This sounded like one of them either had a bad experience with autonation at one time wether it was previous employment or something else, it didn't sound like a personal attack on you. This was just some inside joke/conversation here. I think you are good to go and shall continue on with life as you know it.

 

And those weren’t even mean words. Geeze.

 

Lol

 

I find it interesting that people blast dealerships and their staff 24/7 around here....and seem to find great humor in it.

But flip that shit the other way around and watch the panties wad up.

Who cares if the guy said something someone didn’t like in what he thought was a private conversion? Everyone of us does something like that from time to time. It's part of life. We grow thick skin and we move.

Had that conversation never been recorded...no one except the 2 involved would know a thing about it. The advisor would smile and shake the OP's hand at the end of the day just like he does every other customer.

 

Get the hell out of here with that logic