AutoNation Honda Chandler

Our car has been coming to Honda Chandler for the last 18 months or so and we normally have a pleasant experience every time. Our last service experience fell short though. I understand days get busy however here are some examples of having better communication and customer service. 1. Please do not take your anger out on your customers. When I arrived for my Service Appointment, my Service Advisor, Shannon, gave off the impression that she was annoyed because I initially had an appointment with a Staff member that no longer works there and the comment of "I guess this means I have to take you" was made with annoyance in her voice. I hope your Service Advisors know that when going online to schedule service, at least in my experience I do not select the representative that works with me. Often times I get a confirmation email that assigns me to a service representative. I know first hand what it feels like to take on additional work because a colleague quits, gets terminated, or calls in sick but please don't take your frustration out on me. 2. It was very difficult to get communication from my service representative. I do think this isn't her fault as I saw her most of the time outside doing customer intakes and getting other appointments checked in. The problem is if I am looking for an update it makes it hard to receive that update if I can't communicate with my assigned service advisor. Even setting some expectations and timelines from the beginning would help. For example, "Today is a busier than normal day, your service may take 2-3 hours etc.". All I got was - "we will get you out of here as soon as we can". 3. At the 1.5 hour mark I admit, I was getting impatient. I only came in for an oil change and have never experience a wait time this long. Had the expectation been set at the beginning that right now oil changes are taking X amount of time I could of been prepared for that. As I went looking for Shannon to gain an update she was outside assisting other customers. I could see my keys and work order visibly on her table. I went and asked for help with 2 other service advisors who both declined to help me citing, "Your assigned service advisor needs to check you out - she should only be a minute". I don't feel like this is an acceptable response however that is my opinion. I feel like the better way to serve your customer would be to walk out to Shannon, perhaps relieve her of her duties for a moment. Or if you require each service advisor to check out their own appointments, maybe you need to re-look at that policy. I feel the better customer service experience is to get your customers out the door as soon as possible. It took me 30 minutes to be able to get ahold of Shannon and get checked out. That isn't a great experience in my opinion and I could of been out much quicker had an employee that I tried to ask for help with tried to go the extra mile to assist and not just tell me "it will be a moment". If you need these employees names, they are Thomas Hathaway, and then an employee that was in desk 10 (not sure if it was Jim Doan or Brian Pocius). I don't believe 1 bad experience will prevent me from returning. Everyone has off days. I experience that in my own work life but these are just examples and maybe some suggestions to make your service department a little better.