We purchase our vehicle along with a lifetime service plan at a Lithia dealership in Anchorage, Alaska. When we moved, we were pleasantly surprised to learn that there was a Lithia dealership in Killeen, which is about an hour drive from where we now live. I took the car in for a routine oil change on a Monday at 7am (I called the day before and the service advisor said they open at 7am - but when I showed up at 7 she said "yes, we open at 7, but the technician doesn't get here until 7:45), planning to make it back to work by 9am.
The tech came around to get my car a little after 8, and drove by in front of the main waiting area. He turned a little too sharply and bumped up against a curb/grassy area in the parking lot, but instead of backing up and going around, HE GASSED IT AND DROVE OUR CAR OVER THE CURB, THROUGH THE GRASS, AND OFF THE CURB ON THE OTHER SIDE. He hit it very hard, and it is NOT an off-road vehicle by any stretch of the word. It's a small crossover/SUV. The service advisor was out there when it happened (and everyone saw it happen since it happened directly in front of the waiting area, which is solid windows) and she said something to him, like "What are you doing??" He took the car to the back and I sat there, frustrated and wondering what else they were doing to my wife's car.
When they brought the car back out about 45 minutes later, the service advisor gave me my keys and paperwork, but didn't mention the curb situation, probably hoping I didn't see it happen. So I asked her to please make a note on my service record and asked if they checked to make sure there was no damage. She said "Yes, he checked and everything's fine." So I walked around to the front to find the entire plastic panel behind the bumper cracked and hanging in place.
So I showed it to her, and she went and got the Service Manager, who let me go back in the garage with him while he inspected it on the lift. When it was up on the lift, he noticed that none of the bolts holding on the skid plate (or whatever it's called) were tightened. He tightened them all with his fingers then went and got a wrench and finished tightening them. I would have made it about a mile (maybe) before the whole thing fell off. This was probably more concerning to me than the fender damage. Clearly they did not put much care or effort into their work while they were changing my oil. So at this point, I'm assuming they probably did a half-way job on everything they touched.
The service manager was very apologetic and went to order the fender piece for me, so I waited in the front for a few more minutes, but told the service advisor that I really needed to get to work (I was already late and ended up having to take a half-day of leave). I asked her to please call me as soon as she knew anything, because my wife and two kids had to take that car to visit her family 600 miles away and they were leaving in 5 days. She assured me she would call as soon as she heard from the service manager about the part.
I waited about 4 hours and finally called her, and she said "Oh, I was going to call you when the part gets here on Thursday." I was already frustrated and stressed, and it bothered my that she didn't call when she said she was going to. She said she would call me Thursday and schedule the repair for Friday (because my wife was leaving for her trip on Saturday).
So, Thursday at 2:30pm I still hadn't heard from her, so I called her direct number and left a voicemail. An hour later, she still hadn't called, so I called again. She answered, asked my name, and asked me to wait while she checked. She came back on the phone and asked my my name again, then said "hold on" again. Then she came back on the phone, asked me what kind of car it was, and when I told her, she said "We don't have anything on file. Are you sure you ordered the part from All American Chevrolet?"
At this point, I was completely out of patience. Not only did she NOT call me ONCE the whole week, but now it was late Thursday afternoon and I still hadn't even been able to ask my boss for time off because I hadn't been given a definite time/date by the service advisor.
The service advisor failed to dial my phone number once the whole week, and if I hadn't called her Thursday afternoon I'm 100% positive she wouldn't have called at all. She didn't even know who I was even after I gave her my name twice, car model, AND left her a voicemail!
She told me to bring the car by the next day and they would get it done as soon I dropped it off. I asked her if they would mind washing and detailing it while I wait, and she said yes, that seemed reasonable given the amount of time and money their negligence had already cost me.
So I took another 4 hours of leave from work, drove an hour back to Killeen and waited for them to fix it, which they did quickly and correctly. The service manager took me back to inspect it, then told me it would be a a few more minutes while they cleaned it up. So about an hour later the service advisor brought it back around. I didn't mind waiting because I figured they must be doing a very thorough detail job. But as soon as I got in the car to leave, I noticed that they HADN'T EVEN TOUCHED THE INSIDE! Nothing! Nothing cleaned, nothing wiped down, not even vacuumed.
So I went back in, waited in line for the service advisor AGAIN, and asked her if they forgot to do the inside. She seemed very surprised and apologetic, and took it back again. Five minutes later she brought it back and said she personally helped the vacuum it. Which was already disappointing because she told me the day before they would detail it - not just vacuum it. So I opened the back hatch and it STILL HAD NOT BEEN VACUUMED! It was exactly the way it was before I dropped it off. Grass, dirt, small rocks, dog hair. It's not like they missed a spot - they literally did not open the hatch.
When I pointed it out (not that I had to) her response was "yeah, our vacuum isn't very good." Seriously!?!? She had just told me that she PERSONALLY helped the guys vacuum it, which was clearly not true - and then she tells me that the reason it's still filthy is because their vacuum isn't very good?? I was completely disappointed and insulted. She asked if I wanted her to take it back again and I said no thanks, I'll do it myself at home.
So, all told, I took a full day off work and drove 4 hours because of their negligence and lack of oversight. It's not like they made a mistake and then took ownership of it. The tech that wrecked my wife's car was completely negligent and disrespectful. And once he had it on the lift he left bolts undone. And who knows what else.
The only bright spot was that the service manager took the time to meet with me for about 30 minutes, and I think he was genuine and sincerely wanted to make it right. But immediately after that meeting is when the service advisor brought me back my filthy car and then lied about vacuuming it.
There is a serious disconnect between what the service manager expects from his employees and what they're actually doing. I'm extremely disappointed and frustrated that I can't trust them to do the basic maintenance I already paid for when I bought the car from Lithia.
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Kristine or Christine - Service Advisor