With oil changes, my original dealership would get me in and out in an hour or less, often with no…read moreappointment. With this service department, I made an appointment, showed up on time, waited 2 1/2 hours. For an oil change. Towards the end of it, around 2pm, there was only one service associate by himself- trying to handle a bunch of people both waiting for their cars, and people just coming in that were waiting to be written up. Finally the manager came out of her office, saw what was going on, and jumped in to help. Some of the staff was on lunch, someone didn't come back from lunch, someone else was on break, another was just missing, etc, leaving this one poor guy to handle a room full of annoyed and impatient customers. The manager found my paperwork, walked me over to a desk to ring me up, and apologized- she told me that they had done a software update on the car that was a recall. "It could take one hour, it could take theee hours, we never know". When I checked in, the service associate told me they would do the recall next time I came in, when I'd be leaving the car for some other things. I told him it was the middle of my workday and just wanted the oil change "no problem, we'll do it next time, if you even want it".
This is the second time I've tried going to this service dept because it's closer to home, but both times there was a real communication problem between the associates up front and the technicians in the shop. "Hold on, let me find out what's going on". Service rep leaves the desk to back in the shop, doesn't come back. Gets tied up doing something else or dealing with another customer standing in the service bay. Leaves the original customer standing there. This happened a few times.
I have some maintenance I'm going to need on the car, and even though it's further from home, I am going back to my dealer I got the car from. The people at Mariano are nice enough, but it's just too time consuming and frustrating to go there. It's just not a well run service department.
