Colonial Chevrolet

Colonial Chevrolet responded

Thank you for your business, Daniel. We appreciate you taking the time to leave us a five-star review. We're happy to hear our team was able to serve you and demonstrate our commitment to great service. If there is anything we can assist you with in the future, please let us know. John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

Congratulations on your new purchase! Thank you for choosing Colonial Chevrolet! We truly appreciate your feedback and five-star rating. We're glad we were able to help, and we look forward to having you as one of our valued customers for years to come. John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

Stephanie, I just want to alleviate some of your concerns with your 2015 Suburban. I pulled the history on the vehicle and Colonial has never done any transmission work to this vehicle. I also pull the records from General Motors system (which I will attach on this email) which verifies there has never been and internal transmission work done to this vehicle or concerns listed. The only transmission concern in this vehicle’s history is from you on 2/3/2022 with 105850 miles on it. I am not sure where you got the information from that Colonial had done transmission work on the vehicle, but it is not accurate. The Carfax you sent me does list the repairs and maintenance we did to the suburban prior to offering it for sale (Which I will attach). I would assume the confusion is the listing on the Carfax “Transmission Cooler lines replaced and transfer case fluid flush” Transmission cooler lines are rubber hoses that connect the transmission to the radiator in order to transport and cool off the fluid. The lines are run under the vehicle and exposed to the outside elements and like anything made of rubber will dry out and crack over time and leak. The transmission fluid flush is simply changing the fluid in the transmission like you would on an oil change, and like the hose replacement is routine maintenance for a vehicle with 88,000 miles on it and also recommended by the manufacturer to be done. Among the list is also an inspection of steering and suspension systems and electrical systems. We will also do any repairs needed to make the vehicle safe and pass a mass state inspection, such as the lower ball joints we replaced. We will also do routine ma such as Air filters, wipers, oil change and recommended fluid changes as well as rubber belts and hoses that need to be replaced (such as we did with your transmission hoses). Hopefully this alleviates your concern knowing now that there has never been any transmission repairs or concerns on the 2015 suburban, and that the routine recommended factory maintenance has been performed on the transmission while getting ready for sale at Colonial. I am sorry you are having and issue with your vehicle now. As any vehicle gets a little older and gets up there in mileage just like your 2015 suburban with 106000 miles on it, the risk gets greater that a repair will be needed and for mechanical breakdown. That is why we highly recommend getting an extended service plan if you would like to be covered beyond the factory and dealer’s limited warranty, whether it be a plan we offer or a plan you get on your own. You purchased your 2015 suburban at Colonial on 2/27/2021 with 88162 miles on it for $29699.00. (I have attached the purchase and sales contract and odometer statement). At that time, you were offered the option to add a service plan which you decided against. At that time, you were also presented and signed a Dealer limited used vehicle warranty (I have attached your signed copy). This form Cleary states the dealer is responsible to cover a repair that that impairs the vehicles safety for a period of 30 days and 1250 miles from sale with a $100 deductible in that time period. That would give you a coverage period until 3/27/2021 or up too 89412 miles, which ever comes first. You brought your vehicle in 90380 miles on it for an inoperable AC. Even though you were out of your limited warranty Colonial paid for the whole repair in full when we did not have too, because we felt it was the right thing to do on a customer service level. Then on 05/03/2021 you brought your vehicle in with 93013miles for another repair, that was clearly out of warranty by time and miles, but Colonial ate a portion of the repair to try to do the right thing for you again customer service wise, even though we did not have too. When you brought your vehicle the other day on 02/03/2022 with 105850miles on it, now a year later after you have put 17688 miles on it and I still charged you $0 to diagnose the vehicle for you as a courtesy and did not charge you. I believe Colonial has been more than fair with you over the last year and I am sorry you do not feel the same. This is the email I sent to you personally I am not sure where the information came from but our service manager has been here for 22 years and I would appreciate it out of respect for my shop foreman's family and children if you will remove it from a public forum as it has no place here. Please contact with any questions Best John Woodland General Manager

Colonial Chevrolet responded

Hi Erin, Providing a positive experience is our top priority, and we're sorry that we failed here. I just spoke with Brendan and he has a call into Volvo to get an appointment for you to get the XC90 looked at. ( we are waiting for a call back) . Volvo does has a bulletin on your vehicle for the front end being out of Alignment, and unfortunately we can not perform that adjustment or programming here on our alignment machine. Once the appointment is made we will reach out to you and provide you with a loaner for the repair. Once again I apologize for the inconvenience and please reach out to me directly with any questions John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

It has been a pleasure serving you. Quality customer service is always our number one priority, and we're happy to hear that we met your expectations. Thank you again for choosing Colonial Chevrolet, we look forward to having you as one of our valued customers for many more years to come! John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

Providing a positive experience is our top priority, so we're disappointed to hear that your visit didn't measure up. Thank you for bringing it to our attention. We're sorry your visit didn't go as planned and would love the opportunity to touch base with you and address your concerns once we've been able to get the whole story. Please reach out to me directly so I can try to resolve the issue for you John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

We're sorry to hear about your experience, and would love to get to the bottom of it with you and see if there is something we can come up with to turn it around for you. If you would be willing to continue the conversation, we would appreciate the opportunity to address your concerns. Please reach out to me directly John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

Thank you for your very kind review. We strive to make sure that all of our customers leave happy, and it's great to hear about your excellent experience here at Colonial Chevrolet. John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

We are very happy to have provided you with such a positive experience! We sincerely value your business and look forward to your next visit. John Woodland General Manager jwoodland@colonialchevrolet.com

Colonial Chevrolet responded

Thank you so much for taking the time to leave us a review. We'll be sure to share your comments with our team. We look forward to having you as one of our valued customers for years to come. John Woodland General Manager jwoodland@colonialchevrolet.com