Copeland Chevrolet

Copeland Chevrolet responded

Mr. Lowney, Thank you for your feedback. We sincerely regret that your ownership experience did not meet your expectations. After you brought your concerns to our attention, I personally met with you to discuss the situation and apologize for the frustration you experienced. I then became directly involved in overseeing your case to ensure every concern raised was thoroughly investigated and addressed. As part of that effort, we worked with General Motors to have a field engineer evaluate the vehicle and assist in the diagnostic process. Throughout your repairs, we provided substitute transportation and coordinated multiple vehicle pickups and deliveries for your convenience, despite having no obligation to do so. Our goal was always to minimize the disruption to you while working toward a resolution. While some repairs were completed and concerns addressed, it is important to note that many of the additional issues you reported could not be duplicated or verified despite repeated evaluations by our technicians, including GM World Class Technicians, and General Motors engineering resources. As any professional repair facility will attest, a condition must be replicated and diagnosed before it can be properly repaired. We cannot repair or correct conditions that cannot be confirmed during inspection, testing, or road evaluations. We fully understand your frustration with the number of visits involved. However, we believe your review does not reflect the significant level of attention, resources, and manufacturer involvement dedicated to your vehicle. We respectfully disagree with several characterizations presented as fact and do not believe they accurately represent the complete circumstances surrounding your case. Customer satisfaction remains our priority, and we took your concerns seriously from the beginning. While we respect your right to share your experience, we also believe it is important for others to understand the extraordinary efforts made by our dealership and General Motors to investigate and address your concerns. We appreciate the opportunity to have served you and wish you the best moving forward. Jason Pappas General Manager

Mke617fsh responded

Yes, we did meet, but that was only because I came into the dealership specifically looking for you and you happen to be standing right there. And you did not apologize once. By that point, I had already been dealing with more than a month of repairs that had not corrected the issues, along with quality-control problems, including floor lighting that was not reinstalled after a module replacement, a rattle inside the dash after a repair, and missing trim pieces on the back of the steering wheel. As well as clicking in the steering wheel. Which I have photos/videos of all these issues stated. These issues were not present before the original repairs. The only issue the car had was a super cruise issue where it would not engage. When I tried to explain what I was experiencing, I felt that you were extremely standoffish and repeatedly told me that what I was describing was normal. However, after that conversation, the dealership went on to replace TWO steering columns, an intermediate shaft, and the steering wheel. If everything I was experiencing was truly normal, why were all of those components replaced? I was also repeatedly told by both you and Bill that my driving habits were responsible for ruining the tires. Meanwhile, your own drive-through alignment machine consistently showed multiple wheels with improper toe readings. I told both you and Bill several times that something was wrong—either the alignment was off or there was an underlying suspension issue—because the tires were feathering and showing abnormal wear\. Although your dealership made several alignment attempts, the abnormal wear continued. I raised this concern with Bill and was told that you were no longer going to help me and that the condition was normal. I then took the vehicle to another dealership. Their alignment measurements were consistent with what your own drive-through machine had been showing, and they documented that the improper alignment had permanently damaged the tires. At some point, it becomes very difficult to dismiss what is documented by both your own equipment and another GMC dealership. Yes, you provided rental vehicles. However, rental coverage was part of the GM warranty contract that came with the vehicle I purchased through your dealership, and GM was paying for those rentals through warranty. Therefore, suggesting that the dealership was doing me a favor by providing them, when they were covered under my warranty, is misleading. As far as the GM field engineer is concerned, I was originally told by Bill that he was not there to inspect my vehicle. I was told that he was there to look at a different vehicle, but that Bill would ask him to take a quick look at mine while he was there. Prior to that, I had been asking for weeks to have a GM engineer sent out to inspect my vehicle. The GM field engineer did not look at my vehicle until after all repairs had already been completed by the World Class Technician. Because of that, I am not sure what he actually inspected or evaluated. From the paperwork the dealership had given me it only states he looked at the steering. And I was told by Bill that the engineer checked the steering wheel and stated that it was normal. I do not know whether he drove the vehicle, what testing he performed, or what other components he examined, because I was told that he was not originally there to inspect my vehicle. As far as the World Class Technician is concerned, he is actually the person I give the most credit to. Unfortunately, he was not brought into the situation until after months of unsuccessful repairs. Prior to that, the technician working on the Super Cruise issue personally told me that he had never worked on a Super Cruise problem before. That naturally makes me question why a technician without experience diagnosing that system was assigned to such a complicated issue instead of involving a more experienced technician from the beginning. Once the World Class Technician became involved, he identified the major issue on the first day he inspected the vehicle. The only remaining problem was that the vehicle still rode poorly. Once I brought it to another dealership and they corrected the alignment, the vehicle immediately drove beautifully again, aside from the vibration caused by the tires that had already been damaged. That is why I continue to stand behind what I have said. My concerns are not based on assumptions. They are based on the repair history, alignment documentation, the parts your dealership replaced, and the findings of the dealership that ultimately corrected the remaining issue.

Copeland Chevrolet responded

We are very happy to have provided you with such a positive experience! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Copeland Chevrolet responded

Thank you for your kind review; we are happy to pass along your comments to the team here at Copeland Chevrolet! We hope to be of service to you again in the future. Best wishes, Copeland Chevrolet

Copeland Chevrolet responded

Thanks for highlighting some of our staff who helped make this such a great experience! We sincerely value your business and look forward to your next visit!

Copeland Chevrolet responded

Hi Anthony, Thank you for taking the time to share your experience. I’m sorry to hear that your visit didn’t meet expectations, and I’d like to provide some clarity on what occurred during your appointment. When you dropped off your 2011 Chevrolet Silverado on 07/31, our team proceeded with the diagnostic process as authorized at drop-off. Our technician dedicated 2.5 hours to thoroughly investigate the issue you brought the vehicle in for, which included performing a smoke test to pinpoint the cause. After completing the diagnosis, it was determined that the necessary repair could not be performed at our facility due to the size of your truck and the nature of the work required—our lifts are not equipped to safely accommodate that type of repair. To assist you moving forward, our technician provided a detailed invoice outlining the diagnostic findings and included information to help you get the truck repaired at a facility with larger lifts. We understand the inconvenience this caused and appreciate your patience. While we strive to communicate proactively, the diagnostic was initiated based on the authorization provided, and the fee reflects the time and resources invested in identifying the issue. If you have any further questions or would like to discuss this in more detail, please don’t hesitate to reach out. We value your feedback and hope to better serve you in the future. Sincerely, Jason Pappas General Manager

Anthony128 responded

No accountability for having any forethought about the possibilites when they layed their eyes on a truck that is pretty hard to miss as you can see. So if you have one that sounds like mine, don't bother coming here.

Copeland Chevrolet responded

Thank you for your kind review; we are happy to pass along your comments to the team here at Copeland Chevrolet! If you ever need anything else from us, please feel free to give us a call or stop by. Have an awesome day!

Copeland Chevrolet responded

Dommassauro, it sounds like you had a pleasant experience with us! Your low star-rating has us concerned that there was something more we could have done to make your experience better. If this was the case, please reach out to our General Sales Manager, Max Reed at (508) 586-7900 Option 1 at your earliest convenience so we can understand how we can better serve you moving forward. We sincerely value your business and hope to be of service to you again in the future. Take care!

Copeland Chevrolet responded

We're happy you found our staff to be so supportive during your experience here at Copeland Chevrolet. We sincerely value your business and look forward to your next visit!

Copeland Chevrolet responded

Your satisfaction is important to us, so we want to sincerely thank you for choosing Copeland Chevrolet and we hope to see you again soon!

Copeland Chevrolet responded

We're happy you found our staff to be so supportive during your experience here at Copeland Chevrolet. Feel free to reach out to us if you need anything. Have a wonderful day.