Sorry, a little long winded...

I tend to judge service departments by the Hendrick Honda dealership we take our Honda Pilot to here in Woodbridge. Fast, friendly, always on time, and SAs that stay in touch to let you know about service progress, plus I can get a next day appt.

So I took our Ruby in yesterday for scheduled maintenance to MoS, and I must say I was pretty impressed. Now I will admit, they were so backed up that I could not get our MINI in for 2 weeks, but the experience I had yesterday really made me happy.

First off, I actually received a service appt. reminder card in the mail from MoS, reminding me what time to bring the car in, what date and the SA that would be overseeing the service. I HAVE NEVER RECEIVED ONE OF THESE FROM MoS before.

My SA was Dave, he has been my SA the past two times we needed to take our Ruby in, and he always provides us with great service. He knew exactly why I was there and had the paperwork ready (with other SA's in the past, they had to look through the computer, then print out the paperwork etc, not a big deal, but at least he cared enough to look at his appt. sheet and commit it to memory for the day and had the paperwork ready...).

He also gave me a PIN number and a card with phone number and web site where I could check the progress of the service being performed on the car. Now that is fantastic, the information at my finger tips I need, when I want it, and I do not have to leave messages on his VM or have the him paged to find out what is going on. Now this is something I have never received from any other dealership, and its a simple solution.

Along with this, Dave game me a call half-way through the service saying this is where we are, and your car will be ready at this time. He actually called to give a status, again, no hunting him down on my part.

I walked in, the car was ready when it was supposed to be and I drove home. A radical difference from what I experienced a year and a half ago. I think most of what I'm describing above is just common sense when it comes to service, but in the past MoS Service Dept. and common sense have not always meshed well.

Not sure if its Dave's approach to service, new mgmt or whatever, but changes are happening over there, and its definitely for the better. Now if only they could find a way to shedule appts. within a few days instead of a few weeks... they might be close to perfect IMHO.

Anyone else notice things are getting better at MoS?

 

MoS has a phone # you call and get the status of your car. Thats nice

I wonder of Mos keeps alot of parts on hand. My local dealer *cough* "Tate" always has to order crap for my car.

 

I would think so, because MoS is a 'larger' dealership all around... With a better attititude as well. You should show up to the next Sterling breakfast and see for yourself.

 

Yah I need to. That reminds me to make a new thread.

 

Everytime Stacey calls MoS, she gets voicemail. She leaves messages and they don't call back. I think that is bull@%^!

 

Lucky you.

I had to wait ages for an appointment, I had to wait about 40 minutes for a rental, my SA could not explain something related to some flywheel work I had done, and when I got my car back some idiot sprayed some "tire treatment" on the tires - and managed to get it on the plastic wheel arches, too.

That wheel crap is still on there.

 

In general, MOS has been exceptional for me. With a major issue, that tracked down the regional rep, fixed the issues, didn't charge me for work previously done although they did it again (alignment) ... great service. They got to much work to handle and I understand their BMW service is backed up a month

As to parts, Herb is fantastic. Since they were the roadfly parts supplier and are very mod friendly, not only do they seem to have a good inventory but a good inventory of aftermarket parts that they sell as well. I've ordered lots of things from them in the past and if not in stock, it was there in a day or so.

Case in point. Last summer I wanted the JCW brakes. Towson said nothing in stock can't get them for 3 months. Herb had three and held one for me until I got there a week later. Great guy.