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 Awesome Service from Saturn of Reno
Posted Thu March 6, 2008 12:00 pm, by W H. written to Saturn of Reno
On 3/3/08 the "check engine" light came on in my 2007 Saturn Vue. I was dismayed, because in my limited experience auto repairs have been expensive, time consuming, and generally just a pain. Not to mention that the dealership where the repair would need to be done is 70 miles from our home.
I contacted OnStar to see if they could run a remote diagnostic and clue me in as to what the problem was. Unfortunately, they were unable to tell me the reason the light was on. I then called Saturn of Reno and scheduled an appointment for 3/4/08.
We drove into Reno and dropped off the car at 3pm. At 5:30pm, I called to get a status because we needed to be heading home soon (we have two small children and my husband and I both had to work on 3/5/08). I spoke with Lance at the service desk. He apologized and told me that he had not yet had time to run the diagnostic on my car. Before I could even say anything about my disappointment, he said "but you're under warranty, so we'll just set you up with a rental, is that OK?" I was (pleasantly!) shocked. I said that would be fine, but how much is it going to cost. He said nothing, that we would just have to pay for the gas. He said that since it was late in the day, he couldn't promise what kind of car we would get, but he would call right over to the rental agency and set it up for us so we would be able to get home early enough to start dinner and do what we needed to do (his words). I was so flabbergasted that I just said "thank you very much!" and goodbye.
We headed over to the rental agency Lance had indicated, frankly expecting a hard time due to the fact that it was after 6pm and only a few minutes after we had spoken with Lance. When we got there, our rental was waiting (a 2008 Chevy Trailblazer, no less!) and within 15 minutes we were on the road for home.
The next day, I called Saturn to get a status on my car. I spoke with a gentleman by the name of Charles (I believe). He was very pleasant and told me my car was ready for pick up. When I asked him what the problem had been, he paused. At this point, I tell you, I was waiting for the axe to fall. Then he told me that I had had a faulty gas cap. Honestly, it made me laugh. Of all the horrific problems I could have had, all it was was the gas cap. I let out the breath that I had been holding, thanked Charles and went to pick up my car.
When I got the rental agency, it took all of about 5 minutes to get checked in and they even gave me a ride back to the dealership.
When I arrived back at Saturn, I saw Lance at the service desk. He checked me out, explained what had been wrong (we both had a bit of a chuckle) and helped me get set up to go.
The only hiccup during the whole process was that the cashier couldn't find my keys. She apologized and called over to the service department to see where my keys were. Turns out my car was being washed. No problem, I got a packet of info on a 2008 Vue and sat down. Within 5 minutes, a gentleman came and got me and I was on my way.
I have to tell you that this whole process was so smooth and so easy that I still have trouble believing it. I cannot say enough good things about Lance, Charles, and all the people at Saturn who made what could have been a horrific experience turn out to be an enjoyable diversion from my normal routine.
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I've owned a Saturn for years and have always been treated with
respect and courtesy.
Saturn is a different kind of company when it comes to being nice to
people and doing what they can to be helpful.
Your letter was a pleasure to read.
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by robinbird Posted Mon March 10, 2008 @ 4:28 PM
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I also have a 2007 Saturn Vue, best car I've ever owned. We also have
a 1999 Saturn SL2 with over 150,000 miles on it, no breakdowns once. I
bought my car from Saturn of Blue Springs, in Missouri, and they are a
great bunch to work with.
Have you been to www.saturnfans.com forums yet? There is one just for
Vue owners that is awesome. I'm Vuebird!
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by Adam D Posted Sun March 9, 2008 @ 1:06 AM
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Awsome letter! It's nice to see a positive letter to a dealership.
You don't see it very often!
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My Honda's owner gas cap and owners manual states to failure to
tighten 3-5 clicks may result in a check engine light. I guess I am
nerd and read the gas cap and owners manual.
If only the guy would have told you this. Oh well, you are happy.
Good day
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by ~Fiナ-la-ネea~ Posted Sat March 8, 2008 @ 12:06 AM
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a while ago. Now they are in Hondas. Too funny!
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my dad was all BUY AMERICAN. Now, he has a Volvo (and a Dodge, but
you know what they say about old habits).
Both of his cars are great, too, but the Dodge dealership in Carson
City irritated him a bit at his last service. The Volvo one in Reno
is pretty good, though.
He test drove a Vue when they were shopping, but it wasn't a good fit
for his back. He's VERY sensitive now, since he has been retired.
His back was strained at work (he drove a patrol car for 25 years and
the support was not all that good he says) so he has to be very
particular about what he drives now. The Volvo was the best, so they
got that one.
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My dad
by ~Fiナ-la-ネea~ Sat March 8, 2008 @ 12:56 PM
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by Cookgirl Posted Fri March 7, 2008 @ 1:16 PM
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I don't know what else is left to be said! Great people+ great
service+ great cars= happy and loyal customers!
cookgirl
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awesome
by SuzieCat Fri March 7, 2008 @ 1:50 PM
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It is so rare that we EVER see a good letter about a car dealership!
Too bad I live in OH, I'd buy a car from them based on this!
Thanks for the letter : )
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by Gino Posted Thu March 6, 2008 @ 10:12 PM
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I think your letter's fantastic. And I think this car company is one
that deserves a lot of credit for how they deal with their customers.
I went to one of their dealerships, and never felt more welcomed than
they made me feel. (I'd give my eyeteeth for one of those "Sky"
convertibles).
When they go beyond your expectations, it's something you never
forget, and when they take responsibility, apologize, and do what's
right, they show that "customer service" really does mean something.
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Something similar happened to a friend. She felt so embarrassed, but
the guy at the dealership told her that it happens to tons of people!
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by Ahsha Posted Thu March 6, 2008 @ 7:02 PM
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I love that you posted this letter. What a great letter. Saturn will
send you a survey to measure the service you received. Be sure to send
it back. The service techs get paid from these surveys.
I have a Saturn also and have always received outstanding service.I
probably will always own a Saturn from now on. BTW, my Ion is a 5
speed manual!
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by ♥Venice♥ Posted Thu March 6, 2008 @ 5:23 PM
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I love this letter, and here's my favorite part:
"...and all the people at Saturn who made what could have been a
horrific experience turn out to be an enjoyable diversion from my
normal routine."
I know exactly what you mean! haha
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by Steve-Oh Posted Thu March 6, 2008 @ 1:30 PM
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It's nice to see examples of this, especially when such an easy fix
cost them the rental fee.
Great letter, too.
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SHARED LETTERS 
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