An appointment was scheduled for 10am for June 3rd for my Traverse. The vehicle was dropped off at 9:30am by my wife Chris, the concerns (oil change with tire rotation and a/c blowing warm air) were explained to Ric. He advised air filters and we agreed, and he printed a work order with pricing. Chris explained "we bought into the service program for the oil change" to which Ric replied "I don't see it on here" reluctantly he said "I'll have to check a whole other system since it doesn't show up on here with this program" After an entire minute of being extremely inconvenienced having to type a few extra keys, Ric said "your program expired at 48,100 miles and you are at 48,480 so you owe the money". Chris told him "Wow, so we missed it by 300 miles" Ric said "yup, so sign here because that's your responsibility" and then stated he would call when he had information. At 2pm my wife called Ric because neither of us had received a call or update. Ric stated "they are looking at it now" (I guess the 10am appointment was actually an appointment) so Chris requested a loaner. Again, it was an apparent inconvenience for Ric even after stating "I spoke with my Aunt Barbara this morning and she explained that if the car is not done in time or if they need to keep it, request a loaner". Ric answered "well, if it's for Barbara's niece, I can see what I can do". At 3:45pm Ric called Chris asking if she was coming back to pick up my vehicle. Obviously there is some confusion, we never received word that the work was ever completed. Fortunately, Chris got a ride and just pulled up in front of Diver when Ric called. When she went inside (with her father) Ric stated "the oil change was done but they can't find out what was causing the problem with the a/c, so take it home and we will schedule an appointment to bring it back next week to see if we can find the problem". Chris's father talked to Ric about the a/c and asked "what specifically was done to find the problem" Ric couldn't give a definitive answer. "Well, we put dye in it but we couldn't find a problem so take it home and drop it off next week and we can look at it some more, maybe check the rear coil or something" THAT is the professional response we got. Ric said he was still waiting for the paperwork and keys and it would be a few minutes so my wife and her father walked over to visit Barbara. She asked if everything was taken care of and Chris explained the events and disgust with customer service and lack of communication. A few minutes later my wife returned to pick up the keys and pay our bill. Ric requested we make an appointment for one week and it was made. The charges on the bill were for oil change, air filters and for "a/c recharge". No one, not even Ric could give an answer to why was the system recharged if the technician noted "could not duplicate customer concern". If the technician did NOT see a problem why was $200 worth of work done? Why was the system recharged if the technician states "could not duplicate customer concern"? Why would an appointment be needed in a week if a technician states "could not duplicate customer concern"? Ric's arrogant attitude and lack of customer service skills leave me no choice but to respond with a poor rating. The one week appointment was cancelled and I do not see myself returning to Diver since my service package has expired and there are several other Chevy service dealers between my residence in Middletown and Wilmington.
A very DISsatisfied customer