Galpin new LA area Lotus dealership - Page 5 - LotusTalk - The Lotus Cars Community
 1Likes
Reply
 
LinkBack Thread Tools Display Modes
post #81 of 85 (permalink) Old 09-11-2009, 10:46 AM
Registered User
 
Cali's Avatar
 
Join Date: Mar 2007
Location: Los Angeles
Posts: 817
Quote:
Originally Posted by Flash G View Post
So has anyone taken their car in for service/warranty work at Galpin yet?


.
I was going to take it there, but their prices were almost double those of Lotus of TO (brake job & 15K service)....

"Have you ever noticed that anybody driving slower than you is an idiot, and anyone going faster than you is a maniac?" - George Carlin
Cali is offline  
Sponsored Links
Advertisement
 
post #82 of 85 (permalink) Old 09-11-2009, 11:30 AM
Registered User
 
wallabyguy's Avatar
 
Join Date: Oct 2003
Location: Philadelphia
Posts: 7,430
Maybe it's because I'm not on LT as much as usual because of work or maybe it's because I'm on the wrong coast but I have heard next to nothing from or about these guys since they opened.
wallabyguy is offline  
post #83 of 85 (permalink) Old 01-06-2016, 11:04 PM
Registered User
 
Im_Not_In_San_Fran's Avatar
 
Join Date: Aug 2012
Location: North Hollywood, CA
Posts: 537
Exerpt from my 1/1/2016 Yelp review of Galpin
Galpin Premier Collection - 37 Photos - Car Dealers - North Hills - North Hills, CA - Reviews - Yelp

75 days ago the Galpin Premier damaged my car, charged my credit card, then never bothered to finish reassembly it. Wow, at least buy me drink before getting rough and dirty! And to complete the euphemism: why not return my letters or calls? Finally, thank you for the classic butt-dial to tease me with a potential 2nd date, then hanging up!

Note: this is an honest review. It has been 80 days since I dropped the car off at Galpin Premier.

Early on, I moved up the chain and complained to their Service Manager, Vic Martirosyan. This exchange left me feeling gross. I feel he smoothly insinuated that I am a liar. Then he gave me 10% off my next visit. If this was a restaurant that found a customer face-down in their toilet, why would it then give 10% off a chance to do all again? (Note this may not be rhetorical: perhaps the toilet was so amazing you had to have an encore).

I was quick to also give photographs of the damage and incomplete assembly issues in letters to the senior management (Brian Allan). For two months they ignored my emails and phone calls. No questions came.

Am I a source of their board room jokes now? Do they know that I am critically short of sleep due to the emotional pain of feeling used, ignored, and robbed? My only "out" from this experience is a refund on the labor costs (I will absorb material cost), otherwise I need to seek alternate methods for resolution.

Details:

On Oct 19th I brought my car in to Galpin Premier. I agreed to their estimate to replace a fan resistor pack. I knew it isn't a trivial task, which is why I left it to a trained and certified professional. John Alavazo was my friendly service adviser. When the work was declared done I returned to pick-up the car (Oct 24th). Here was the first red flag: I was required to pay the bill before having the car brought out. The charges matched the estimate. I paid and then was bestowed a chance to see initial reasons for the job being incomplete:

1. An A/C tubing end-cap was left resting on top of the upward facing radiator (this spare part was now trapped inside the clam). What trained and certified professional leaves parts loose inside a car?

2. The same radiator was freshly dented. This is the area where fan resistor pack had been replaced, and the same place as the above loose part. This damages a highly visible, aesthetic component to the car's design

3. (Note: issue 3 is found later below).

I wanted the issues to be fixed so I left the car at the dealership. John never called the next day, but I called him and learned the issue was resolved as follows:
* The end-cap was removed from the car without significant effort.
* The dents in the radiator were "combed-out".

I liked his attitude and genuinely hoped everything was resolved. When I returned I saw the radiator damage was unresolved. John felt the work was done but obliged when I asked to talk with the Service (Vic Martirosyan). Vic explained to me that the mechanic was too highly skilled to make such mistakes, but added he "didn't want to get into he said/she said". This shows he is not taking responsibility to resolve my issue. Vic stated, out lout, that he was powerless to resolve the issue. He offered gave me a 10% discount on a future service and had me leave because he had no further input.

When I got home I saw issue 3: the passenger-side headlight housing was not attached properly, permitting water into the HIDs and other electronics. Note that re-installing headlights is a final step to replacing this resistor pack. I described the issue to me my friendly service adviser, John, and also stated I will be contacting senior management. He did not reach out with an offer to finish the work.

I then spent 2 months constantly trying to get a response from Brian Allan and/or his assistant. I am sure they got the photos, reminder letters, and phone messages. How else could they accidentally call me, invite me in for a meeting, and then cancel when I inform them they have me confused with someone else? In the presence of these three issues (seen live or documented via photographs), I wonder how Vic can treat customers like liars.

Meanwhile I incur the expense of car storage (unfinished assembly requires the electronics to avoid the elements), and as stated above, I feel terribly used.

In conclusion, I was required to pay before seeing the damage and then the job never even completed. This does not seem legal. I am ready to have the labor component of the bill refunded, and will happily cover the material cost.

Never bring your car to Galpin, as you risk receiving it in a poor state (lower resale value) and you will have sleepless nights as you try to contact them. Perhaps they just need enough air in the tires to push it off the lot. When shopping for cars, make sure to see the service records are devoid of the cancer that is Galpin.
nintense likes this.

2006 Exige - Arctic Silver w/ HIDs and red leather.
2012 A7 - 4 doors and a trunk.
[Looking for Evora near California]
Im_Not_In_San_Fran is offline  
 
post #84 of 85 (permalink) Old 06-21-2016, 01:55 AM
Registered User
 
nintense's Avatar
 
Join Date: Apr 2016
Location: Los Angeles
Posts: 173
Garage
Never experience such a bad service at Galpin with my Mazda MPV, but I only went there for warranty and ECU.

My main issue is their Sale attitude - very aggressive about up-charge services, and refuse to get the job done, unless you agree to pay for "inspection" AKA Admission Fee of $240 - even when asked to replace ONLY the sensor.

Now with the Evora, I called to ask for buying FOB transmitter, and to program it - Their quote was over $500!

Really? for $80 part, and 10 minutes labor? No Thanks.

It's very unfortunate, as I prefer to give my money to local business than mail-order.
nintense is offline  
post #85 of 85 (permalink) Old 08-23-2016, 04:08 PM
Shopping for an Evora S
 
Join Date: Aug 2016
Location: Los Angeles
Posts: 11
I can only make small contributions to Lotus Talk at this time, but given how wonderful everyone has been to me I really want to give back in whatever way I can.


On 8/23/2016:
  • 8:30am - I used an online form to request a test drive of pre-owned Evora.
  • 10:00am - I got an automated email from Joe Dugom / VIP Client rep.
  • 12:00am - I reply to that email, not fully realizing it was automated.
  • 12:10pm I get an email form Peggy / Customer Relations Assist. She was emailing to test if [email protected] is a real email. It is. Perhaps because she thought the email was fake. I replied to that and included my reply to Joe.
  • 1:26pm - I get another email, this time from David Gonzales (title unknown, presumably sales.)
  • 2:32pm - I replied again about an hour later citing the previous emails from Galpin and the replies I sent, then asked very directly if the test drive was scheduled, or not.
  • 4:58pm - I text David. He gets back to me right away, apologies for the confusion on who I am dealing with and explains the relationship between him, Joe, and Penny and confirms the appointment.

Very friendly but not unexpected since I'm now a sales lead and he has my mobile number. Would of liked to see Galpin handle email better. Curious if this is a sales tactic to filter out all the bad leads they get. Not sure I could blame them for that.

I'm not making any judgements. I'm not upset. This is not a vent or a rant. I'm just telling the story so maybe it benefits someone else. I'm 100% neutral on Galpin at this time.

?

...

I will update this thread after the test drive experience.
LotusDavid is offline  
Sponsored Links
Advertisement
 
Reply

  LotusTalk - The Lotus Cars Community > Marketplace > Dealers/Aftermarket Suppliers Feedback

Quick Reply
Message:
Options

Register Now



In order to be able to post messages on the LotusTalk - The Lotus Cars Community forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.

Password:


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:
OR

Log-in











Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page
Display Modes
Linear Mode Linear Mode



Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

 
For the best viewing experience please update your browser to Google Chrome