I wanted to quick a quick note to you about the recent service experience I have received from Gabriel in your Service Department.
I purchased a 2018 Maserati Ghibli in April of 2018 from Maserati down in San Diego. The sales experience was pretty good, but my good experiences stopped the day I drove off the lot. I asked my sales person some follow up questions and I never got a response until I called a few times. It was apparent she was done with me, but I get it, I am in sales too.
When I was handed off to the service department in San Diego, I was far from impressed. I live in Temecula, and unfortunately for me, I am about 50 miles from 3 dealerships until you guys opened your location in Carlsbad which is a little closer. I had a few issues with brakes and squeaks which was very troublesome to fix for them and getting a loaner car took an appointment multiple weeks out, and it was still not a guarantee that it would be a Maserati which is a must for me if possible.
When I was called in recently about getting an oil change at your location, Gabriel picked up and was extremely informative and knowledgeable about every question I was asking in regards to prepay maintenance and what I could expect for maintenance for the remaining 2 years left on my lease. I was a bit hesitant because you guys just opened up and was not sure if he would have all the information I was looking for. Anything he did not know, he told me so, and said he would get back to me.
I wanted you to know that every interaction with Gabriel has been a positive one and that means a lot to me as a customer. You will be the only dealer I will take my car to for service and that is directly due to the professionalism and knowledge of Gabriel. Please pass my many thanks along to him as I am most happy to let you know I have a great experience and look forward to future dealings with your dealership in the future.
I am leasing an Alfa Romeo Giulia through Bob Baker. I have really enjoyed this car. Yesterday I brought it in for a minor recall. I followed the signs for service and went into the service office. The woman at the counter couldn’t find my name in the system. When she found out I had an Alfa she directed me into the Alfa showroom to see Gabriel. When I stepped out of the service office Gabriel was outside and said he saw me drive down to the wrong check in office and walked down the hill to greet me and bring me to his office. I could recount everything that happened in my visit at Bob Baker but let me just say Gabriel provided excellent customer service. He genuinely cared about making me feel valued and comfortable as a customer of BB. When he asked if I was waiting for the car or returning, I told him I had a doctors appt in Carmel Valley within an hour, 45 mins. I told him the traffic situation was horrible but I would Uber to that appt and return to BB later. He said let me see what I can do to get your recall completed within an hour, you can wait here, and still have time to drive to your appt when your car is done. That’s exactly what he did.
It is rare, these days, to experience someone like Gabriel in customer service. When I told him I wanted your email to write a note, he was humble and said “no, that is fine but please write us a positive review in Yelp or another review site”.
I hope this young man has a long and successful career with BB whether in service or sales. He’s a rare find and is a “natural”.