Used Vehicle Comeback Procedures
Scheduling
Salesperson:
A customer may reach out to you directly for mechanical or post sale repair issue. To schedule with the internal department, reach out to a member of the SCC team so they can enter the information into Update Promise.
Please make a clear handoff to the scheduling team with your customer. Do not schedule the customer yourself or tell the customer to come in without notifying the service team.
Handling a Walk-In:
Please treat the customer the same as any other customer, however, if upon discovery during the write up process we find that this a recently purchased vehicle please proceed to the “While the Customer is Here” section.
SCC:
Appointments will be placed in Update Promise under either James' schedule or for an advisor.
Scheduling under James:
Customers that have a “We-Owe” or an arranged repair at the time of delivery will be scheduled for James. In the majority of cases James will already be informed of the arrangement. If the vehicle is an accessory “We-Owe”, those are scheduled under Alan Aimer.
Scheduling for an Advisor:
Customers may reach out to us through a salesperson or call in with a concern regarding a vehicle they purchased with us. Mechanical, non-we-owe concerns should be scheduled with an advisor. Please make a note in the customer appointment if the vehicle is still under warranty or if the purchase has occurred in 90 Days or less.
While the Customer is Here
If the customer is scheduled for an Advisor:
If the diagnosed issue is covered under warranty, please proceed with the repairs.
If the vehicle is not under warranty, approval is required from management to proceed.
The form you filled out will alert Kevin, James, Bob, TK, and Joe via email. If you do not hear back from someone within 15 minutes of submitting the form, please reach via text or call in the following order:
James- 570-703-3127
Bob- 973-229-4957
TK- 215-285-8425
Joe- 215-896-0634
Upon completion of the repairs to the vehicle, please fill out the used vehicle comeback tracker form:
Filling out this form will provide the management team with valuable information for follow up and to help improve our processes.
If the customer is scheduled for James:
Please check the customer in and forward or send the check-in slip back to James (or Jarek, if James is unavailable).
Please have the porters take the vehicle back to the recon/detailing area.