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March 2024 by Jeremy J.
Incredibly rude customer service. Apparently their online system for reservations doesn't work correctly. It reserves the appointment, but the "Quick Service Consultants" do not get notified. I can handle a system that doesn't work correctly, but DO NOT TREAT THE CUSTOMER LIKE THEY DID SOMETHING WRONG. I got lectured and instructed to call instead of going online. Anyone that's ever tried to call the service department knows that you usually get voicemail hell. If your online system doesn't work, then shut it down or get it fixed. But by god, train your people to be kind or you will lose customers, like you just lost me.
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March 2024 by Rose Mary Reed
Today is Thursday, February 15, 2024. My car has been in the Service Department for repair since LAST THURSDAY. There is an issue with the transmission, which is still under warranty. I have been given the run-around for the past week about getting my car repaired or receiving a loaner car. In my history of owning several vehicles, I have never had this horrible service. This is the first vehicle that I purchased from Todd Wenzel. I guess expected better from Todd Wenzel.
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February 2024 by William Wu
Just got a car from Todd Wenzel with sales consultant Kayla. It was a pleasant and wonderful experience. She is very professional and helpful. She tries her best to make the customers experience great. During the process, sales manager Heath helped us to solve some paper issues. He takes care of customers. He made me feel I am in good hands. When I need a new car in the future, I would definitely come back to this dealer because how amazing manager Heath and sales Kayla are! I highly recommend this dealership, one of the best dealership experiences!
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February 2024 by Joyce Postema
Very happy with service and Vince our service professional was just that, great job.
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December 2023 by olivia abram
Awesome lounge waiting area, but brand new truck burning oil already. Under 60 k miles it should be covered, but they keep dragging this issue along into week after week.
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November 2023 by Samantha H.
Thank you Jeff at Todd Wenzel for changing my key fob battery. You were so kind and efficient. I so appreciate great service and you delivered exactly that today. Your attention to detail and kindness did not go unnoticed. Keep up the great work. Thanks again!!!
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November 2023 by David Uitdeflesch
Good service people and they do a good job at making recommendations for caring for your vehicle. Prices are quite a bit higher then one might pay at a private repair shop. This time the wait time to do the work was better than usual.
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July 2023 by Kevin S.
we stopped to purchase a new car for my wife. no one spoke to us as we opened doors and truck and engine . on one said we are busy and would be right with us. but they had time play on their phones and laugh about a used sport car (3 of them) yhis the second time has happen to us at this dealer we though we would give them alother chance. we will not ever go back and will make sure everyone we know will hear about this. i would give a rating lower than dirt if i could.
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June 2023 by Jefferson B.
I was forced to pay for their mistakes. I called for an appointment to change an injector and was told on the phone that they could have it repaired while I wait. The next day I get a quote of $1900.Seems high but you pay for quality service and experienced certified mechanics. Fine. Skip ahead two more days of no one returning my calls and now the estimate is $6200! For one injector? Turns out they destroyed my fuel rail removing it and broke a second injector off in the head and couldn't remove it.So now they want me to pay for their mistakes.I told them that this was unacceptable and that they should eat the cost of what they destroyed and stick to the already overinflated original estimate. In response I get a text with a third estimate;"I explored a few different avenues to see if I could find a used cylinder head and I can't come up with anything in the used market. If you want to come and tow your vehicle out of here your balance is $1,075 as of right now"Now I have to tow away a truck that I drove to them and still pay more than a grand for them to break my truck? And still have to pay someone else to finish the job? While I'm stuck renting a car because they can't come up with a loaner?I tried to talk to the General Manager Eric Thorns and saw him look over his shoulder at me on his way out the door. The salesman told me to expect a call the next morning. I'm still waiting for that call.I bet I'd get a call if he heard my boss saying because of this our fleet will now start being purchased in Kalamazoo.
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May 2023 by Jim W.
The Service Department needs to learn about Customer Service. My wife had her 2020 Encore GX "check engine" light illuminate about a month and a half ago, so we scheduled an appointment with the service department to have it diagnosed. After about 5 hours waiting for the car, it was determined the car had a faulty purge pump. Even during this appointment, I had a less than comforting feeling from our service advisor Mike G. He said the part would take 7 business days to arrive, so I asked if I could schedule an appointment in 14 business days since our schedules are very busy. He told me to just wait until the part arrived, but his attitude came off like I was wasting his time, rather than making me feel like a valued customer. Reference other reviews that say very similar things about being blown off.Two weeks later, well after 7 business days, my wife called to check on the part and was told that it had arrived. When she called back 15 minutes later after checking her schedule to make the appointment, Mike said that unfortunately the old pump had arrived so we still had to wait for the new pump. Finally, on 5/26, a month and 2 days later, we had our appointment after calling yet again to double check they had the correct part. After dropping the car off at 11am, Mike texted us around 1:45pm and said that GM sent the wrong purge pump yet again, so we should come pick up the car. He called 20 minutes later and told us that they sent the old faulty purge pump, but had no explanation for why they didn't check it before scheduling our appointment, especially since this was now the second time the wrong part was sent. He told us the car was waiting outside with the keys in it. So yeah, in an area where cars are being stolen all the time, this dealer leaves your keys in the car....We told him we would come inside to discuss the issue.When I arrived to speak to him, he was about as condescending as anyone could ever imagine. One would think that after wasting so much of a customer's time, he/she would get some sort of actual apology and sincere offer to make it right, or even expedite the service. However, to be blunt, Mike was an ass. He even went as far to state, "We didn't mess up," when I mentioned wasting our entire day off over this issue. This is completely unacceptable when we have been jerked around about this service for the second time now and my wife even took a day off work so we could take the car in for service. She bought this car for its reliability and service, and we have been very unimpressed so far.What's best of all, when we were searching for her car to pick up, another employee offered to help and asked who our service advisor was. To which I replied, "Mike, but he just pissed me off." The next words out of this employee's mouth were, "Why am I not surprised?" So, clearly, Mike has been causing problems for many other people.The lack of service and lack of professionalism by their advisor is inexcusable for a dealership which relies on customers like us. We wasted an entire day over their screw up and they couldn't care less.
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April 2023 by Carlos S.
I have had trouble for the last year trying to purchase a vehicle due to the fact that I bartend and it's hard to prove income, I reached out to the dealership via email and Lorri was very responsive and quick to reply. After talking on the phone she assured me that going in for a test drive would not be a waste of time and if I wanted to leave with a car I could. And that's exactly what I did, huge shout out to Darian for all the help and just being a relatable sales person and not just trying to take money. He was very down to earth and loved his mullet. Also Rosa for making everything possible behind the scenes and being so kind and really making things work for me. I truly appreciate everyone that helped me in this process and will forever be thankful. You made it so easy. Thank you thank you thank you. Also I believe his name was Jesse, a sales manager stepped out of his office after everything was finalized and thanked me for my purchase. Which is the best customer service I've received , I should have been thanking him! Thank you again to all the wonderful staff that helped me and made this possible.
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February 2023 by Leslie F.
I was rear ended in September 2022 and took my car to Todd Wenzel just like I had done in years past. They had always done a great job repairing my cars after accidents. This time was a much different experience...My car was there for 3 1/2 months with no communication unless I called them. Yes they had to order parts but my car didn't go in until they said the parts had arrived. Then about 3 weeks later they had to order more parts. that's the last of their communication with me. I was finally given a loaner car after about 6 weeks, which I appreciated. When I called, all I ever got was "just needs to be painted and then a couple of days to put it back together" for more than 2 months. When I finally complained in January, the manager of the body shop told me "if I was involved in every car that had a part on back order, I'd never get anything done" - body shop manager's words, not mine. He was rude, condescending and unprofessional All he had to do was say something like "sorry, we dropped the ball and we should have have better communication with you" but he didn't. I also asked that a small dent unrelated to my accident damage be fixed. I reminded them several times to no avail. Never fixed. Before the pickup, I asked that my tires be aired up and that also was not done. While the actual body repair was fine, the service was nonexistent. I used to brag about the how great this body shop was and I can no longer do that. Tony the service agent was fine but because of the manager I doubt I'll ever recommend this body shop again
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January 2023 by Rachel McIntosh
I love working with Vince! He always goes above and beyond. I came in to get something fixed on my door because it wouldn't close. He had it fixed in 2 minutes. I apologized the outside of the car was so dirty because I couldn't use the car wash and he had them run it thru their car wash for me. I left with my car fixed, outside cleaned and great customer service! So happy with this visit and previous visits! Thanks Service Team for a great experience
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November 2022 by Leah P.
Mike really acted like I interrupted his day. He seemed to be bothered by me coming in to test drive a car on a slow day. He explained things to me like I knew absolutely nothing about money although I came to pay for a Mercedes in cash and told him that. It defiantly didn't seem like he had any interest in selling me this vehicle and was not very polite. - Disappointed
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October 2022 by Rich T.
Horrible at communication . You'll get a call when they want your money. they definitely won't go out of their way to to help you or solve problems. It's alway I'll get back to you in a min.
