Cherie Hassenflu sent a message to O. Bruton Smith - Chairman and Chief Executive Officer of Sonic Automotive - Email Address that said:
Hello Mr. Smith,
My name is Cherie Hassenflu, and I live in Houston. I have purchased 2 BMWs from Momentum, and my last purchase was a Jaguar XKR. While I have had to service it at Momentum, I ended up purchasing it from the Jaguar dealer in north Houston only because I had the sales manager at Momentum tell me the color combo I wanted was not anywhere in town, and I found him to be rude and arrogant. (not current GM)
Service has been barely marginal, and Sean, the only decent service person is gone. It has been a revolving door the entire life of my warranty.
To get to the reason I am writing, today I called as I noticed a trim piece fell off my car, the brake pad light is on, and the plastic silver piece you lift to tilt the seat forward broke. I got yet another new person. I told him I would like to get the parts ordered and come in one time. I told him I could email a photo and tried to explain the parts when he asked. I was told I need to call the parts manager, figure out the parts and lead time, then call back. That is unacceptable! I told him that is exactly why I would not buy another Jaguar as isnt that his job to find out and call me back? He said, I dont know what parts you need . No effort made whatsoever! It would be so easy for me to email him two photos, and the parts could be ordered. No effort made AT ALL! He just said, OK , and we hung up. When I called back to ask for the Head Service Mgr, and I got a rude receptionist! Finally asked her to transfer me to the manager. Left him a message, and have not heard back yet.
I do not understand how BMW can run their service department like a well oiled machine, and Shef, the service advisor I used for both BMWs , I believe is still there! Impeccable service! Jaguar, right next store, absolutely horrible, from top to bottom. Although I was glad to hear there is a new GM, as the last one was arrogant and rude.
My car just went out of warranty, and I am only getting it fixed to trade in. After this encounter, I will not get another Jag even though the XJ was the top contender until today. I have loved my car, and wish this dealership could be turned around.
As a long term customer I thought you would be interested in how poorly customers are teated at this dealership.
Cherie Hassenflu
