Since purchasing my vehicle, I have consistently brought it to this dealership for all scheduled services. However, I must express that my last two visits have been disappointing, with my most recent experience being particularly troubling.
I scheduled my service appointment as usual. Upon arrival, I was greeted by a service representative named Cynthia. It was immediately apparent that she was reluctant to assist me. She claimed that my file indicated I was supposed to be helped by a different representative—something that was not true. She then directed me to that individual. When I spoke to him, he confirmed—right in front of her—that there was no such note and redirected me back to her.
At that point, I felt genuinely unwelcome, as if no one wanted to take responsibility for my service. I voiced my concerns to them directly, pointing out that it was unprofessional to dispute matters between colleagues in front of a customer.
Unfortunately, the way I was treated left me feeling that this experience may have been influenced by racial bias, as I am Hispanic. I came to this conclusion after observing how another customer, who was white and American, received noticeably more courteous and proactive service.