|Address:||505 Newcastle St, West Perth WA 6005, Australia|
|Phone:||+61 8 9422 7777|
|Working:||8AM–6PM 8AM–6PM 8AM–9PM 8AM–6PM 8AM–6PM 8AM–1PM Closed|
Im happy to say that I now have my car back after a three week experience with the City Motors Service Department. My car had mechanical trouble so booked it in for repair. I was grateful to be squeezed in the same day and was soon contacted explaining that the problem had been identified; that it wasnt major mechanical issues; that we just had to wait for parts. Unfortunately it was all downhill from there. Over numerous phone calls (mostly me calling the service department, not the service department calling me) I was left with a strong sense of being ripped off, lied to and even condescended to. I couldnt even get a call back from a manager. You know that feeling when someone doesnt like you? That’s what I got from service staff. Over and over. I can live with that but hey - youre charging me good money. This is not how you retain customers. That aside, the fact is City Motors is a Holden dealer who cant fix a Holden in a reasonable time. The incompetence is and was staggering. In my opinion there is no repair of any locally-made car that should take THREE weeks. Following a collision last year, the panel beaters had it back to me in a week. Secondly, not once did the service staff do anything to minimise my frustration. A simple "Look this is completely out of our control" or "We messed up parts ordering" "...and were really sorry" as does goes a long way. Waiting until someone is frustrated and upset then saying "I can see where youre coming from" is not helpful at all. Just when I thought it was finally all over, I picked up my car. I don’t think its ever been quite so filthy and dusty. Clearly it had spent the entirety of the last 3 weeks sitting outside not under shelter. Whilst I can handle that, for the $1500 cost of repairs there wasnt so much as a quick spray with a hose to wash off the dust and hand-prints left by mechanics all over the car. Incredibly unprofessional, passive aggressive and shows the character of City Motors staff. I liken this to going to a fancy restaurant. Your order is taken however the food doesnt come out for much longer than is reasonable. After an hour you ask the waitress how much longer and youre spoken to like an idiot. After two hours you tell the waitress you just want to leave but theres a bunch of reasons why you cant. After three hours the food finally comes out but even though its what you ordered, everything is just slopped on the plate. A big screw you from the waitress. I used to have my previous Holden serviced at City Motors but went elsewhere, tired of progressively worse service. Hoping things might have changed I decided to try again only to find its now truly atrocious. You can have all the pretty staff and modern buildings you like but what counts is customer service and that is something which is sadly lacking. I wont be back.
I would like to advise of the excellent customer service I received from the Service Department at City Holden in Perth over the last few weeks. In particular, Michael Enoch was outstanding as was the workshop foreman Jarryd Ruksenas. I had an issue with my Holden Captiva related to the turbo. I advised Michael of the concern that related to a whining noise coming from the turbo after the vehicle had heated up after driving for about 20 minutes. Michael rang me to advise that the mechanic had taken the car for a drive and could not hear any whining noise. I explained to Michael again that it needed to be driven for a longer period. Michael understood what I meant and arranged to have Jarryd drive the car home that evening. The following morning Michael contacted me to inform me that Jarrayd had heard the noise and confirmed that the turbo required replacement. Although my Captiva is a 2009 model and out of factory warranty the vehicle had already had the turbo replaced approximately 2.5 years earlier for the same or similar issue. Michael informed me that technically the turbo warranty had expired due to elapsed time; however, he would make enquiries with head office to see if a good will gesture would be possible. After a few days Michael rang to advise me that Holden had accepted his proposal and the turbo would be replaced under warranty. Obviously I was delighted with the outcome. What I was even more pleased about was the professional and caring way that Michael went about the process of dealing with my case. He took the time to listen and understand my concerns and then went over and above standard customer relationship requirements. I was considering using an alternative service provider for maintaining my vehicle but I have now decided to stay with Holden based solely on this very positive experience.
Had only taken my Holden to City Motors for servicing since moving to Perth. Will not be going back and recommend others not to as they will not guarantee the safety of your car while it is parked in their own private carpark. Dropped my car at the very front car park bay next to the reception door last week at 8am. Walked out at 12pm after paying to pick it up to find a huge dent (not a small tap) in the rear of my car. Came running back in shocked. Unless I had asked for the manager I would have been sent away with a "sorry but it was marked with the dent when it was driven in for the service so our team didnt do it". Was effectively told the same thing by Management who said they would look at cameras over night. The whole service experience was poor. The next day the Manager (Shane) agreed to refund my service, which doesnt cover my insurance excess but continued to imply I drove in like that (I know I didnt as I would have seen the dent when I walked away that morning) as their team didnt do it. In the time I was waiting for Shane to discuss my issue I saw 2 trucks drive through at fast speed in the carpark, and overheard the reception team discussing my incident and how trucks come through at fast speeds all the time. I am not implying the service team hit my car, it was likely someone did between me parking it (out the front) and the mechanic driving into the service bay. However, there appears to be no risk management, no cameras to view incidents, no care if it happens. Its not like I parked in the street, I was inside the lot. For the sake of a few hundred dollars they could have got the apprentice in the panel shop they have on site do the repairs at cost and they would have had a happy customer. Very upset at the whole experience.
Really horrible experience buying a new car! The New Car Sales Manager has been the most unprofessional person I have ever had the misfortune to deal with. Rude, arrogant and vile. A very bad example to have at a big dealership. To handover a brand new car in the state that it was presented was an absolute insult. It was filthy and the used cars were cleaner and better presented. It was to be handed over by a trainee who had zero knowledge of the car and even questioned that it had been cleaned and was ok! The whole experience thus far had been unprofessional, lack lustre, stressful and very sorry indeed. Even when the Sales Manager was asked to come and inspect the car he refused. He finally managed to leave his office and came at us aggressively and with malice. Therefore we had to come down to his level. Obviously has more time to troll Facebook than make sure a Sale of a Car goes smoothly. After an altercation in front of his staff and trainee he remarked that he will de register the car and refund the money so that we would go elsewhere! After a heated few moments the Dealer Principle at our request took control and ushered us into his office. Whilst sitting in his office the Sales Manager paraded himself up and down 4 times scowling at me each time! Again extremely unprofessional and quite intimidating. Having dealt with AHG Group for many years and having purchased 8 new vehicles before across dealerships this goes down as THE worst experience ever. This is what gives Car Dealers a bad name and tars them all with the same sorry brush. Hoping now that because someone there is dealing with this professionally and with decent customer service it might take away the sourness.