I went to the dealer because I have an issue with my car not always recognizing my key, thus activating the security "immobilizer." I also requested an oil change. Andrew, the "service adviser" informed me that they would also perform a "45 point courtesy inspection." About an hour after I dropped off my car, Andrew, called to inform me that they thought the issue was a loose positive battery post; also to inform me that I had a "really bad" power steering fluid leak that would probably prevent my vehicle from passing the safety inspection the next time it's due; and lastly that I had belts that were cracked and worn.
I told Andrew that my car does NOT have a power steering fluid leak, that leak was repaired about a month ago by my regular mechanic, and that if the service technician was ACTUALLY performing an inspection instead of just trying to find items to upsell me on, he would have SEEN that there is no active leak. I also requested that the belts be replaced. He told me that the car should be ready late that afternoon and I let him know that really, so long as it was ready by noon the next day, that would be fine.
Andrew called me again at about 11:45am the following day to inform me that the car would NOT be ready by noon because "the" technician had to attend some recertification training that morning. Excuse me, but it seems to me that at a large dealership like this, if a customer needs a vehicle ready by noon and one technician isn't available, there are plenty of other technicians around to pick up the slack. Regardless, I took that in stride and let him know that as long as the car was ready by 2pm, I would still be fine. I had rented a car from a car rental place at the airport and needed to have it returned by 2pm, also I needed to pick my daughter up from school at 2:30.
I didn't hear from Andrew again, so I returned my rental car and took the dealership's shuttle to the dealership and arrived at about 2:00. Once I tracked Andrew down, he told me that my car just needed a few minutes to be finished. After waiting about 10 minutes, I contacted my daughter's school and arranged for her to stay at an after school activity since I wouldn't be there on time. After about 30 minutes I tracked Andrew down again and inquired about my car. He said the tech was just finishing up and it would be just a few minutes. Again I waited, and after about 45 minutes Andrew wandered through and told me that the tech was just "finishing up the coding for my new key," and that I was going to be "really happy" because he was "getting me a REALLY REALLY good deal." At that point I started to be anxious, because I didn't need any sort of "deal," let alone a "really, really good deal."
Some time later, Andrew resurfaced again to tell me that I was going to be really happy because they had done a LOT of work on my car, and he had gotten me a "really good deal on it." He then escorted me to the cashier and presented me with a bill for about $650! And oh, by the way, they hadn't been able to resolve the issue with my key - they had gotten a key cut, but the tech couldn't get it coded properly to start my car. He then handed me the non-functional key and told me that he had gotten me a "really good deal" on this key, too at only $34.99! Excuse me? Who would pay a nickel for a key that doesn't work, let alone $35, and on top of that the insult of being told that it was a "really good deal?!?" And, he said, the good news was that the key I had brought in "still works." On top of that, they had replaced my spark plugs and also my valve cover gasket - the latter to remedy the "really bad oil leak." This was the first I had heard of either of these issues. IF he had mentioned the oil leak to me, I would have told him the exact same thing I told him about the supposed power steering leak - it had already been repaired and any oil present was simply residual. So there was all this extra work that was not only done without my authorization or knowledge, but which had never even been mentioned to me!
By this time it was about 4:30. My daughter's after school activity had been over for an hour. I had no one else available to get her. I told him that I flat wouldn't accept or pay for the key - he tried to argue the point with me, telling me it was a "valet key" that I could use to unlock my door! So my bill was adjusted to just under $600 - I told him I would pay it under protest because I couldn't stay any longer.
When I got home, I went over the paperwork that they had provided. By their own figures, I had authorized and received the following: $157.89 for battery parts and labor, $162.89 for belt parts and labor, and $34.95 for the oil change for a grand total of $355.73.
The next day I had a message from the dealership's customer relations manager. I couldn't hear his name clearly on my voice mail, so I called the dealership and asked for the customer relations manager. The receptionist had no idea who I meant, so I told her that I thought the message said his name was Don or John or Tom - then she knew who he was. Hey, if your receptionist doesn't know who your customer relations manager is, maybe she should be trained to refer to a roster. Anyway, I had a couple of phone calls with him, and then he turned me over to Sean, the service department manager who agreed that I had been overcharged but had the audacity to try to haggle over it. He wanted me to pay over $100 for what he referred to as "diagnostics" for the issue with my key, stating that his tech had worked on it for over 3 hours. That seems highly questionable to me since Andrew had told me that the tech wasn't coding the key until after 4pm! He then offered to let me bring my car back in and his tech would "continue to look for the problem" at no charge to me. I told him this was unsatisfactory because I no longer have any trust in the dealership service department.
Supposedly I'm receiving a refund check for the difference in what I paid and what I should have been charged. I'm still left with a key that sometimes causes my car's security system to activate. If I could have this resolved by a non-dealership mechanic I would have already done so. I'll travel to another city to have this issue resolved rather than return to Youngblood.
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