BCP Smyrna

We've had issues with their service department on several occasions Each time the service advisor has talked in a demeaning or condescending manner when confronted with poor service The most recent issue was addressed several times with service and the sales team with not a single person calling us back or attempting to rectify the situation We had to initiative every follow up call and communication Finally today after additional excuses for the lack of follwe decided to quit our business relationship with this dealership There are too many dealers that actually care about a positive customer experience and attempt to reach reasonable solutions when their service provided is less than acceptable!

I am plus, I am about to celebrate another blessed year From the time that I arrived until I pulled off of the parking lot with my new car, the experience with the staff was the following; Warm, humanistic, professional, the atmosphere was family likeThe synergy from the team Left me with such a positive and energized mind setI want to thank [redacted] The staff who looked at my trade in, the person with the orchids, the warm like environment and the hospitality

This issue was handled right after the original complaintEverything is fine now with customer [redacted] Business Development

Thank you for forwarding this case to usI can understand Mr [redacted] s perception of the issue, however the facts are not as one may assumeThe recall on Mr [redacted] s vehicle is specific and instructions for repair are very clear, however it is required to "Move" and "Access" certain componentsAs such any "Pre-Existing" conditions may become more evident when these components are "Touched" or "Moved"This is part of the case with Mr [redacted] s vehicleThe Fuse Block (aka Totally integrated power module), contains several hundred wires that are connected to it (attached several pages of the recall repair)As such a connector or wire that is not fully secure prior to the recall may now be inadvertently dislodged and unknown to us until the vehicle exhibits a concern associated with this circuit (either connector or wire)When Mr [redacted] s vehicle was stalling, we towed it back at our expense and inspected our workmanship and repairWe found that the recall relay installed was defective and a new relay was replaced we found no issue with our repair and workmanship, we road-tested several times and where unable to replicate his concern.Approximately days later Mr [redacted] returned stating his "Service Engine Soon Lamp" AND his "Trac Lamp"where illuminated on his dash and also stated his vehicle was stalling againOn this visit several "Diagnostic Codes" where stored and allowed us to trace the root causes of the lamp illuminationOne code was for the circuit on the fuse block for the Ignition Run power up supply (code B2102)This circuit is NOT on the connector we removed during the recall, however is adjacent to the connector and any prior loose pin(s) on that connector may have been jostled during the recall (starts since set in the data recording)This circuit can certainly cause a "stall" conditionThe fact that the pin was not part of the connector accessed would indicate that the pin was not secure prior to the recall and would have eventually failed regardless (even if the recall was never performed) This repair is covered under his extended warranty with a $deductible.Finally one of Mr [redacted] s concerns was the "Trac Lamp" coming on, for this lamp illumination there was an active circuit code for Brake Switch Performance (code P0571), this code is not effected by the Fuse Block, and is prut of the ABS (anti lock brake system)This circuit was diagnosed and found to be a faulty Brake Lamp Switch located inside the vehicle and behind the brake pedalThis code is in no way associatd with the recall or the connectors or circuits moved or touched during the recall rep'airWe replaced the switch (which is also covered under his extended warranty coverage andand a $deductible) Additionally, we found a code for the fuel pump relay control circuit high (code P0627), this code may have been "stored" during the relay failure days earlier and was not active upon arrival (starts since set was inthe data recording) .Both the Ignition Run and the Brake switch are covered with his extended warranty coverage and both carry a $deductibleMr [redacted] is responsible for the deductible on covered repairs of $and responsible for a minimum of $for diagnosis on all NON covered repairsMr [redacted] also took advantage of the Rental Coverage as part of his warranty The minimum diagnostic charge of$is clearly indicated on the repair order as is the $deductible for covered repairsMr [redacted] signed the repair order and we addressed his concerns and billed the repairs accordingly (attached copy).Mr [redacted] was only charged the $for the extended warranty covered repair which covered the diagnosis a1.1d replacement of the Brake Switch and cause of his "Trac Lamp" being illuminated.?JI other circuit issues where repaired at no charge to Mr [redacted] The assumption that any and all concerns that the vehicle may exhibit are related to the recall repair are unfounded and Brandywine-Smyrna cannot be responsible for concerns of which we have no controlIf you have any other questions please feel free to contact me

I did not have a good experience with the customer service at BCP Smyrna This experience occurred more than one time I thought I would give it another chance....but to my dismay the service is not nice I believe the Service (mechanics) are very knowledgeable.....even the guys behind the counter But the ladies in the office are very SHORT and have no patience I overheard the lady at the counter talk to an elderly lady (over 70) without any respect or patience Then it was my turn and she was RUDE I was quoted $to fix my van - when I went down the street for a second opinion and got the same thing fixed for $ Disappointed and did not earn my returned business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

From the time that my Family and I walked in to BCP, even with our 1 year old, the whole team made us feel like part of the family and not just a sale. They gave my son a balloon and ran around with him, all the while ensuring that my wife and I got everything we needed in the vehicle and the price that we needed. [redacted] and [redacted] at BCP make a fantastic team. They are extremely knowledgeable about not just the cars but the finance part also. This was by far the best experience I have had with them. My wife and I had an issue with her 2013 Dart and they not only helped us get a tow truck to their place but ensured we had a vehicle for her to drive. I cannot say enough about what these guys at BCP were able to do for my family and I. They are true example of a A++ Business and I will recommend this dealership to anyone and everyone. As long as [redacted] and [redacted] continue to work there, I will be back for all my vehicle needs in the future.

We've had issues with their service department on several occasions. Each time the service advisor has talked in a demeaning or condescending manner when confronted with poor service. The most recent issue was addressed several times with service and the sales team with not a single person calling us back or attempting to rectify the situation. We had to initiative every follow up call and communication. Finally today after additional excuses for the lack of follow-up we decided to quit our business relationship with this dealership. There are too many dealers that actually care about a positive customer experience and attempt to reach reasonable solutions when their service provided is less than acceptable!

This issue was handled right after the original complaint. Everything is fine now with customer.  ...

[redacted] Business Development

This issue was handled right after the original complaint. Everything is fine now with customer.   [redacted] Business Development

Thank you for forwarding this case to us. I can understand Mr. [redacted]s perception of the issue, however the facts are not as one may assume. The recall on Mr [redacted]s vehicle is specific and instructions for repair are very clear, however it is required to "Move" and "Access" certain components. As...

such any "Pre-Existing" conditions may become more evident when these components are "Touched" or "Moved". This is part of the case with Mr [redacted]s vehicle. The Fuse Block (aka Totally integrated power module), contains several hundred wires that are connected to it (attached several pages of the recall repair). As such a connector or wire that is not fully secure prior to the recall may now be inadvertently dislodged and unknown to us until the vehicle exhibits a concern associated with this circuit (either connector or wire). When Mr [redacted]s vehicle was stalling, we towed it back at our expense and inspected our workmanship and repair. We found that the recall relay installed was defective and a new relay was replaced we found no issue with our repair and workmanship, we road-tested several times and where unable to replicate his concern.Approximately 13 days later Mr [redacted] returned stating his "Service Engine Soon Lamp" AND his "Trac Lamp"where illuminated on his dash and also stated his vehicle was stalling again. On this visit several "Diagnostic Codes" where stored and allowed us to trace the root causes of the lamp illumination. One code was for the circuit on the fuse block for the Ignition Run power up supply (code B2102). This circuit is NOT on the connector we removed during the recall, however is adjacent to the connector and any prior loose pin(s) on that connector may have been jostled during the recall (5 starts since set in the data recording). This circuit can certainly cause a "stall" condition. The fact that the pin was not part of the connector accessed would indicate that the pin was not secure prior to the recall and would have eventually failed regardless (even if the recall was never performed).  This repair is covered under his extended warranty with a $100.00 deductible.Finally one of Mr [redacted]s concerns was the "Trac Lamp" coming on, for this lamp illumination there was an active circuit code for Brake Switch Performance (code P0571), this code is not effected by the Fuse Block, and is prut of the ABS (anti lock brake system). This circuit was diagnosed and found to be a faulty Brake Lamp Switch located inside the vehicle and behind the brake pedal. This code is in no way associatd with the recall or the connectors or circuits moved or touched during the recall rep'air.. We replaced the switch (which is also covered under his extended warranty coverage andand a $100.00 deductible) Additionally, we found a code for the fuel pump relay control circuit high (code P0627), this code may have been "stored" during the relay failure 13 days earlier and was not active upon arrival (42 starts since set was inthe data recording) .Both the Ignition Run and the Brake switch are covered with his extended warranty coverage and both carry a $100.00 deductible. Mr [redacted] is responsible for the deductible on covered repairs of $100.00 and responsible for a minimum of $99.95 for diagnosis on all NON covered repairs. Mr [redacted] also took advantage of the Rental Coverage as part of his warranty.  The minimum diagnostic charge of$99.95 is clearly indicated on the repair order as is the $100.00 deductible for covered repairs. Mr [redacted] signed the repair order and we addressed his concerns and billed the repairs accordingly (attached copy).Mr [redacted] was only charged the $100.00 for the extended warranty covered repair which covered the diagnosis a1.1d replacement of the Brake Switch and cause of his "Trac Lamp" being illuminated. .?JI other circuit issues where repaired at no charge to Mr [redacted]. The assumption that any and all concerns that the vehicle may exhibit are related to the recall repair are unfounded and Brandywine-Smyrna cannot be responsible for concerns of which we have no control. If you have any other questions please feel free to contact me.

I am 55 plus, I am about to celebrate another blessed year . From the time that I arrived until I pulled off of the parking lot with my new car, the experience with the staff was the following;
Warm, humanistic, professional, the atmosphere was family like. The synergy from the team
Left me with such a positive and energized mind set. I want to thank [redacted].. The staff who looked at my trade in, the person with the orchids, the warm like environment and the hospitality.

I am 55 plus, I am about to celebrate another blessed year . From the time that I arrived until I pulled off of the parking lot with my new car, the experience with the staff was the following;

Warm, humanistic, professional, the atmosphere was family like. The synergy from the team

Left me with such a positive and energized mind set. I want to thank [redacted].. The staff who looked at my trade in, the person with the orchids, the warm like environment and the hospitality.

We've had issues with their service department on several occasions. Each time the service advisor has talked in a demeaning or condescending manner when confronted with poor service. The most recent issue was addressed several times with service and the sales team with not a single person calling us back or attempting to rectify the situation. We had to initiative every follow up call and communication. Finally today after additional excuses for the lack of follow-up we decided to quit our business relationship with this dealership. There are too many dealers that actually care about a positive customer experience and attempt to reach reasonable solutions when their service provided is less than acceptable!

I did not have a good experience with the customer service at BCP Smyrna. This experience occurred more than one time. I thought I would give it another chance....but to my dismay the service is not nice. I believe the Service (mechanics) are very knowledgeable.....even the guys behind the counter. But the ladies in the office are very SHORT and have no patience. I overheard the lady at the counter talk to an elderly lady (over 70) without any respect or patience. Then it was my turn and she was RUDE. I was quoted $1000 to fix my van - when I went down the street for a second opinion and got the same thing fixed for $325. Disappointed and did not earn my returned business.

From the time that my Family and I walked in to BCP, even with our 1 year old, the whole team made us feel like part of the family and not just a sale. They gave my son a balloon and ran around with him, all the while ensuring that my wife and I got everything we needed in the vehicle and the price that we needed. [redacted] and [redacted] at BCP make a fantastic team. They are extremely knowledgeable about not just the cars but the finance part also. This was by far the best experience I have had with them. My wife and I had an issue with her 2013 Dart and they not only helped us get a tow truck to their place but ensured we had a vehicle for her to drive. I cannot say enough about what these guys at BCP were able to do for my family and I. They are true example of a A++ Business and I will recommend this dealership to anyone and everyone. As long as [redacted] and [redacted] continue to work there, I will be back for all my vehicle needs in the future.