Reviews

I would never recommend Dwayne Lane Skagit **** to anyone. We brought it in for a standard tire rotation and oil change before we moved and the technician wrecked my husbands truck. He claimed he put it into park and the parking brake failed. Then jumped into the truck to slam on the brakes and slammed on the gas, causing the truck to go through a glass wall. All our servicing history was through Dwayne Lane and there was never any indication the parking brake had an issue in the 4 years we owned it. And again, that isnt why we were bringing it in. We advised them the repairs were rather time sensitive since we were moving across country. It took a week for their insurance adjuster to come out and then we never heard back from them about the status of the repairs. We called to inquire and we were told we were still waiting on the report from the insurance adjuster 2 weeks later. Lets not forget to mention the significantly smaller vehicle they gave us for a loaner. We decided to sell the truck to them. That process was a nightmare and took over 4 hours, claiming they didnt have anyone at the office to cut us the check and asked if we could come back a different day. We only ever dealt with the service manager in regards to the accident and repairs. Never had a call from a store owner or GM. On the date of the accident, several employees were coming over from other departments and laughing, as if multiple vehicles werent just damaged as well as an employee. Hands down the worst customer service we have ever had and the lack of professionalism is astounding.

We would like to respond to your review and the dissatisfaction with our company regarding your vehicles most unfortunate accident and resulting damage. We immediately acknowledged we were responsible for the accident that occurred and the damage to your vehicle. We accepted full responsibility for the incident, and we are all very thankful our employee did not suffer what could have been a serious injury while attempting to rescue the vehicle and minimize the damage. We recognized the inconvenience this caused during such a hectic time in your lives preparing for a move across country and our CFO personally spoke to **************** immediately afterward. It is regrettable, we were unable to influence a third-party insurance company to work faster and harder for a timelier resolution but unfair to hold us accountable for their actions. We did provide alternative options to accommodate your cross-country move which involved us purchasing your truck. While the truck buying process was longer than anticipated, once terms were finalized, we sent an employee 52 miles to an authorized signer to return with a signed check to ensure you and **************** received a check the same day. We also apologize for the inappropriate behavior of our staff in the minutes after the accident. The service director who spoke to you at the accident scene, did send employees back to their workstations and will use this experience and your comments as a teaching experience for our team. Regrettably, we feel we never had the opportunity or ability to remedy your irritability and dissatisfaction of the unintentional damage. After conversations with ****************, He reiterated to us numerous times that accidents happen, and it was terrible timing with your upcoming move. We do not always have perfect days in our 69 years of being in business and serving our communities, but we always work hard and with honesty to correct our mistakes given the opportunity and understanding. Regards,

While I appreciate the response from Dwayne Lanes Skagit ***** the information in the response is simply incorrect and it is rather unfortunate we had to take this to the BBB to get a response at all. At no point have either of us spoken to the **** Nor did the service manager tell staff to return to their work stations after their horrendous behavior at the time of the incident. And yes, while we do understand that accidents happen, there was no resolution on the end of Dwayne Lanes. We ended up selling the vehicle for a less than desirable amount since we were advised that was all ***** would allow since the vehicle would be sold back to *****. That is also incorrect. The vehicle is now listed on Dwayne Lanes website for sale, without the repairs ever having been done, and for substantially more than ********** for. There was no effort on the part of Dwayne Lane to resolve this issue despite our several phone calls to them and attempts.