I've never had a worse service experience ever, car related or other. Below is a copy of the e-mail I sent to their Service Director. I'm waiting for a response.
I chose to bring my vehicle to you mainly for convenience reasons given that you had Saturday appointments available. After being charged for a State Inspection I neither asked for or needed during a previous service appointment, I have to tell you that you were not my first choice.
My car was driving fine when I brought it in for a 60,000 mile service per the manufacturer’s recommendations (this included balancing and rotating the tires). At this time, the service representative at the desk stated that the service would most likely be $400 and that he would call me if the charges would be over that amount. I received a phone call 2 .5 hours later stating that my car was complete and my keys could be picked up at the front sales desk.
Upon picking up my car I was charged $454.97 total. While I was a little disappointed that this was never discussed with me on the phone even when I spoke with the service rep in person, I let it go as I walked out the door. However, as I began to drive home to Montpelier my car seemed a bit loud and shaky around 20mph. Once I got onto 89 on and neared 50mph my car became extremely loud and began to shake and vibrate, feeling extremely unsafe. With no one at the dealership and no other way to get home, I drove the rest of the way home at very slow speeds with my flashers on.
While I was aware that the service department is closed on Sundays, I called hoping that there might be someone I could speak with. I explained the situation to your Sales Manager, Rob, who told me that he would personally make sure that I was called “first thing Monday morning”, and quickly skirted me off the phone. It is my understanding that your service department opens at 7:30am on Monday mornings. As of 8:30am Monday morning, I had received no phone call. I called myself at 8:30 and spoke with Bryce, who was patient despite my anger and had me bring the car in.
I also discussed with him the fact that the labor charges on my receipt don’t add up. The receipt states the labor rate of $85.95 and the RO Opened: 10:05 and Ready: 12:47. By my rough calculation (2.75 hours), this should amount to $236.36. Yet, the labor amount on my bill lists $267.84. I also spoke to Bryce about how I tried to contact you, Mr.Wright, at the phone number that’s printed on my receipt. I even tried a few times to be sure that I hadn’t entered the phone number incorrectly. However, as the recording states, the extension is “not valid”. This only left me more irate. None of these issues were resolved through speaking with Bryce despite his patience.
Upon looking at my car the technician found that both front tires had broken belts and Bryce stated that one of the tires showed “a large welt”. Here is where most of my dissatisfaction lies. It is incomprehensible to me how my tires could have been rotated and balanced and this could have gone unnoticed. It must either be negligence or neglect as it seems that “a large welt” and broken belts on both tires could go unnoticed by one technician, but easy to find (within 40mins) by another. Especially, given that one of the itemized tasks performed on my vehicle Saturday lists a “Courtesy Multi-Point Inspection”. Regardless of what this inspection includes, it is unfathomable to me that the integrity of the tires would not be checked when they are being rotated and balanced. This brings about many questions and concerns about the quality of your technicians, the quality of your service department, and furthermore the company as a whole. I have zero confidence in the service that has been performed on my vehicle. To the point where I feel that I need to have a different mechanic confirm with me that my car is in fact sound and safe to drive and that all of the work listed on my receipt was performed, and properly. Therefore, I would like a refund for the money that I have spent as I will be needing to have my car seen by another mechanic. Especially, after getting out of work to see that two different size tires were sold to me and mounted onto my car without ever discussing the change in size, they're also touring tires and not all-season as I had asked for.
Overall this entire experience has been a grand inconvenience and a disappointment. I was inconvenienced Sunday when driving my car seemed clearly unsafe, and further on Monday when I had to make another trip to the Service Department. Now, I’ll need to bring my car to a different mechanic so that I can be assured that my car is in safe driving condition and no other problems have been missed or neglected.
I have been inappropriately charged, obvious service that my car needed was neglected and could have put my safety at risk. There was no follow-through from Rob or Service when I was promised a phone call, and there is no valid phone number to get in touch with a person of authority. It saddens me to think that I have received such poor service from a company that boast values of community, “over-the-top values and experiences”, and “peace of mind”. For, I have experienced none of this.