DeFOUW Automotive

I am extremely disappointed in the service I recieved from the service department. Not long ago I called in to have some parts priced and see about scheduling an appointment. I was put on the phone with a man named Jared. Initially he seemed willing to help as i explained my husband travels for work and wouldnt be able to fix it for me. Things changed when I began talking about what I needed. I needed some push pins for the trim for my 2016 X5. I explained to him that a small animal had ran front of me and clipped my bumper causing it to become loose and shake That's when he got out right rude with me because at first I didn't know the proper term for them and he said something along the lines of "women drivers" and chuckled to himself. His attitude quickly changed to irritation and dismissive stating more than once that a "minor repair like that wasn't worth his time." Because he wouldn't make anything off it. I apologized that I didn't need more than that at the time and he didn't respond and the call ended. Today I looked up the number again as I now need an oil change, only this time I thought to check the reviews before calling. I'm glad I did, it seems I am not the only woman who has had such a degrading unpleasant experience with this man. It seems as if he will not only disrespect you but also alter your bill to ensure he makes a buck. In my opinion that is no way for a person working in customer service should act. I now know why they say women should never go to a dealership alone. I certainly did not expect this from a dealership that supposedly prides themselves on their quality customer service. He should be ashamed of himself and defow should be ashamed allowing him to continue to do it. Needless to say I won't be bringing my business there and encourage other women to avoid being over charged and discriminated against due to our gender.

Do Not Take Your Vehicle to Defouw Automotive! Defouw has undoubtedly provided the most horrendous customer service experience we've ever encountered with any business. They were negligent in diagnosing and repairing the vehicle, even after being specifically told which part to check. They misdiagnosed the vehicle on multiple occasions and returned it with the assurance that it was running reliably, only for it to break down each time. There were multiple instances of them reading the wrong ticket for other vehicles and refusing to communicate effectively. Additionally, they were misogynistic, conspiratorial, and extremely rude. They replaced the wrong part and refused to replace the necessary part as specified by the General Motors recall. They claim that service and diagnostic were refused, when, in fact, they were the ones who refused to work with the customer, stating that since the vehicle wasn't purchased from them, they didn't care. Service advisors are more than happy to go out of their way to intimidate customers to avoid being held responsible for Defouw's inadequacy. Additionally, they claim that all the issues resulting from their negligence were pre-existing, despite having no record of these issues during any of their inspections or any record showing that service was refused. I cannot under-emphasize their lack of due diligence, care, concern for customer experience, or professionalism.

Prompt diagnosis, repaired within 4 hours, back on the road. Great Customer Service rep got me on the road with AC condenser and labor covered by warranty before I could ask about it