Winners Circle Service Center

My complaint is directed at the service department at Winner's Circle. When I registered my vehicle in Virginia, I was notified that my vehicle had 2 recalls. (Both front airbags can produce shrapnel). I called to schedule an appointment at Winner's Circle. The lady I spoke to at the service desk wanted to make sure the parts got there before she scheduled the appointment. She called back the same day with a proposed appointment date and said that the parts should be there.

Today at the scheduled appointment, I was notified by a service desk attendant that one of the airbags was not there yet (he confirmed with supply). I was approached, while speaking to this gentleman, by a lady from the service department (I do not know if this is the same lady who scheduled my appointment) who stated that all recall services are scheduled for an inspection BEFORE the parts are ordered. This is a direct contradiction to the nature of the initial scheduling. Later in the interaction, I found out that she is the person assigned to manage my service request. The original gentleman had offered that the part that had arrived (passenger side) could be put on today. I agreed that this was ok and asked for an inspection to make sure that the other airbag was safe to drive while I waited (presumably days) for the other airbag to arrive.

I called back to speak to a service manager and the lady from this morning was handed the phone. I feel that this implies that she was the on duty manager, however she never actually said that she was. I wanted to discuss the contradiction as I tend to be loyal and was curious about the explanation. This seems trivial but if the manager trivializes wrong information and customer concerns about wasted time and personal resources, they do not value customers. During this phone call with the (implied) manager I did not feel that my concern was taken seriously. The best explanation I received was, " You did not speak with me. If you had, I would have told you."
During this call I was also notified that my vehicle was ready for pickup.

When I arrived at the service center, I found out from the (implied) manager that neither airbag had been installed because my parts were not there. I reminded her that one part was there and I had wanted to go ahead and get it done. The gentleman from this morning was present as well. After confirming with supply that the part WAS there she recanted and said that they "were going to wait" until the other part was was there. I was also informed that the inspection performed on my vehicle was a standard inspection (absolutely not what I asked for) and that they didn't have any paperwork for me. ( This includes the lack of a printed report for the inspection). Frustrated, I said to the lady, "I realize that you are the service manager but I would like to speak to your supervisor". She agreed and left only to return and say that he/her was about to step into a meeting and they were going to call me. I am still waiting....

During most interactions the demeanor of all persons remained somewhat professional. There were indications of sarcasm and insinuations that the service didn't warrant expedited attention as the recalls had been active for a long time. I do not include the interpersonal interactions in this complaint as I was the individual who became irritated first and therefore the elicited responses are, at least partly, my fault.

Status: I am waiting for the service department to call me when my parts arrive. This is when they are going to schedule my appointment. I am hesitant to outright abandon the process as the safety issue outweighs all other concerns.

****UPDATE****
Increased rating from a two stars to four.

After filing a complaint with the BBB, I was contacted the next day by the ACTUAL Service Manager. They listened to my complaint and sincerely apologized. All recall call work has since been completed in a timely and professional manner. Great response!

Customer service was excellent!!!! I'm very pleased how I was taking care of by Terry.. Explaining my situation I got approved for my car. He called me to let me know what is going on with the car and answered all our questions. THANK YOU TERRY 😊

This was a wonderful experience here at Winner Circle! Belle worked extremely hard and quickly to make sure my second time coming was jus as wonderful as my first with James!! Thank you both for making this happen for me with both dream cars. You both did an awesome job! This really was a wonderful experience!!

I stopped by looking for a small SUV and met Willie. He was very friendly and helpful. His knowledge on the inventory was incredible. The friendly atmosphere sold me and I found a nice Honda. To say I’m beyond happy is an understatement. Willie is the best salesman I have ever had in my car buying history. Thank you for helping me get a grow up car.

I went in yesterday to see the trade in value of my vehicle. The guy that helped me is named Jullian. He ended up placing me in my dream Rubicon. He asked all the right questions and was knowledgeable on the ones I asked. I would recommend him if your looking to buy or trade.