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Auto Dealership Changes the Service Game

Dave Rigotti Gets Great Service from an Auto DealershipBy David Rigotti

Car maintenance is one of my worst nightmares.  It always seems to be stressful and annoying – especially having to deal with car pooling and repair people not returning phone calls.  For me, that recently changed.

My 2003 Ford Taurus was having intermittent mechanical difficulties, so I called Tom Holzer Ford, which incidentally, isn’t the dealership where I bought the car.  They asked me when it would be convenient for me to bring my car in, instead of telling me when to bring the car in, and they told me it shouldn’t take more than a day.

I dropped my car off at 7:30 AM and was met with a smile, coffee, muffins, three flat-screen widescreen TVs, big comfy couches and a question I hadn’t expected – "Will you been needing our shuttle service this morning?"  Shuttle service?  That’s right, they have a free shuttle service that will drive customers to their destination within a 10 mile radius of the dealership.  Now that’s what I call "high level!"

Unfortunately, the dealership wasn’t able to diagnose my intermittent problem, but I was told they did an eight-mile road test, two-hour idle test, and a full inspection.  They even offered to leave the car with a service representative overnight so they could do more testing.  When I picked up my car, they pulled it around for me and asked if I would like it washed.  I declined, because I had just gotten it washed (which they, too, could see), but it was nice of them to ask anyway.

In short, they turned a situation that is normally extremely stressful and annoying for me into a pleasant, or at least as pleasant as possible, one.  Great job, Tom Holzer Ford!

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  1. Dave, you’ve hit on something that bugs us car-loving nuts here in Detroit — historically, service at dealerships has been so lousy that people dread even walking in the door. They are trying very hard to change that image, but it will take lots of people like you pointing out exactly which service department is doing a great job.
    For me, it was Suburban Saab in Ann Arbor. They didn’t limit their shuttle service to 10 miles — they drove me all the way back to Livonia. Twice.

    Posted by: Christy | June 25, 2007
  2. But would they make the trip to South Carolina?

    Posted by: Mark Messing | June 25, 2007
  3. Oooooo! Now the interns are getting funny on us! ;-)
    I have a feeling that if I was willing to drive my car all the way back from South Carolina for service, they’d do something cool. Then ask for my customer testimonial.
    I think we just started something here… Suburban Group might be getting a phone call later today.

    Posted by: Christy | June 26, 2007
  4. You should have heard the interns camping. ;)
    I have never had bad service from a dealership, but I have had plenty of mediocre service. Glad to know there is some place out there that is going beyond average.

    Posted by: Jen R | June 26, 2007

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Wednesday, January 17, 2018