Rick Case Automotive GroupReviews of rickcase.com

While he service person (Hugo) was excellent, I feel there is a serious issue with the car that lost its alignment and distroyed the rear tires. We feel it’s an issue with the car.

When I arrived for my appointment at the Service dept I was redirected to Express Service when I gave my name for my appt. I drove over to the Express Dept and when I got there, they said I needed to take my car to the Service Dept. I was frustrated at being passed back and forth. Then I was told they had to order the replacement part and that it would not arrive until Thursday (I dropped my car off at noon on Monday) and when asked if I could drive the car until the part arrived was advised it was not safe to do so but also was not offered a rental car. I called Thursday at 11am (my car was promised to be ready by noon) only to be told the part had not arrived but that my car would be ready by 4. I was then called at 3:45 and told the part had not arrived but “should by 4” and that my car would not be ready until 10am the next morning because the tech had other cars to finish before starting on mine after the part arrived at 4. When I questioned if that would indeed be ready by then if they had no assurances the part would arrive by 4 since it should have arrived in the morning, the advisor Alejandro “checked the system” and behold, my part had arrived “just then”. I asked if my car would be completed for pick up the same day since my part was in the shop and Alejandro could not confirm since the tech had other cars ahead of mine and that he (Alejandro) would he leaving shortly so he would not be able to turn it over to me but that it would be complete tomorrow and he would be back then too. When I asked about a rental car because I would not have a ride to pick up my car the following day Alejandro said he would check but that he wasn’t sure because the rental office had already left for the day but he would call me back. I received a call JUST after 5pm and surprise! My car was ready for pick up with my keys at the cashiers desk. I feel the level of service provided was mediocre at best with very little customer focus. If I had not self advocated I would have been without a car (mine or rental) for an entire week. I think a rental should have been offered up front when advised the parts needed to be ordered and would take 4 days to arrive. It was a disappointing experience overall from start to finish.