AutoNation Toyota Arapahoe

My vehicle was dropped off on the scheduled day made one week prior to replace a recalled part. I called in the morning and they said it would be DONE by noon. I called at 1pm later (They didn't call me) that day and through a series of talking with people out of state due to the their call transferring system, it took 35 minutes to talk with someone at the location. The service advisor said I needed to talk directly to the service advisor assigned to my job and put me through to his voice mail. I had a 8:30am appointment scheduled one week advance of the upcoming appointment with a recalled part that has to be replaced regardless if that wasn't the issue causing my vehicle to break down. They finally reach out via text due to my call and stated we don't have the recalled part and we have to order it so it will take two more days to fix it. I asked to the advisor, "why wasn't this part already ordered and why was I told it would be finished by noon if you didn't have the part". He said, "I don't know why we didn't order the part a week ago and I thought we had it, so I told you it would be done by noon". When I showed up on Thursday to pick my vehicle up, it was a confirmed the only thing wrong was the recalled part had failed. They had 9 service advisors in a row with no one standing in front of them, so I walked up to the first one and stated I was there to pick up my vehicle. He looks up the info and said your advisor is down at the end and I said the guy in the lane talking to a customer in the car? He said "yes". I went down and stood about 8 feet away waiting for him to finish talking (He didn't acknowledge I was standing there) and the advisor in front of me asked if I needed any help. I told him I was there to pick up my vehicle. He pulled up my info and walked over to my assigned advisors desk and pulled the paperwork to get me checked out. The first advisor who sent me down to my assigned advisor saw he was the only advisor talking with a customer and didn't want to help out his colleague or myself. The advisor who checked me out was the only one I had a positive interaction with and actually got something done! I don't blame the service advisors, the fault lies with the ownership and upper management. If you want to understand the core values and the level of expectations from a company, just identify the interactions with the employees. This is not a one off... I understand things happen and people make mistakes but when you see the process is broken and a series of breakdowns causing bad information and terrible customer service, and lack of urgency from employees (Except the one advisor who checked me out) this is a culture issue led by out of touch leadership that doesn't really know how inept the company operates. I was getting ready to buy a new vehicle but because of multiple failures from customer service to service advisors, I knew this is something that wouldn't be corrected, so I will have to drive farther from my house to buy a new vehicle to avoid this mess.