Fort Washington Chevrolet

Fort Washington Chevrolet responded

We are sorry to hear that your daughter is dissatisfied with her recent service experience. We understand how frustrating it is when a check engine light returns shortly after a repair, especially when another significant concern is identified. Based on our diagnostic findings, the repairs performed during the initial visit addressed the diagnostic trouble codes and vehicle conditions that were present at that time. Those repairs corrected the original check engine light concern. When the vehicle returned several days later, our technicians found a different diagnostic trouble code indicating an internal transmission-related issue. This was a separate condition that was not present during the original diagnosis and was unrelated to the repairs that were previously performed. Modern vehicles can illuminate the same check engine light for hundreds of different reasons. While the warning light appeared again, the underlying cause was not the same as the original concern. Unfortunately, the timing of a new failure can understandably create the impression that the two events are connected, but our diagnostic results did not support that conclusion. We take allegations of misdiagnosis or improper repairs very seriously. Our technicians follow General Motors' diagnostic procedures and document the diagnostic trouble codes and test results associated with each repair. We have found no evidence that the previous repairs caused the transmission fault or that any work performed by our technician contributed to the condition. We understand this is not the outcome your daughter was hoping for, and we appreciate the opportunity to inspect the vehicle again. If there are any questions regarding the diagnosis or the findings, we remain available to review them in detail.

Robert D responded

I brought my 2017 GMC Sierra (92,000 miles) to Fort Washington Chevrolet in April for three issues: a non-working passenger power seat, a new key fob, and a multi-point inspection. Their recommendations were surprising. I was told the entire seat track needed replacement for approximately $1,600, the transmission cooler lines were starting to leak and needed replacement for about $940, and a new key fob would cost $270. I approved the cooler lines and key fob and paid the $205 diagnostic fee, but I declined the seat repair because the diagnosis didn't seem right. After picking up my truck and paying more than $1,400, I discovered a dent in the chrome section of my rear bumper that was not there before service. I contacted my service advisor, Josh, who reviewed the security footage and confirmed the damage occurred at the dealership. To his credit, he acknowledged the issue and said it would be repaired. Around the same time, I began experiencing a transmission jerk that had never occurred before the cooler line replacement. When I brought the truck back for the bumper repair, the replacement chrome piece had large gaps and did not fit properly. Instead of replacing the bumper assembly, they replaced only the chrome section, and the result looked noticeably worse than the original. The truck had to go back yet again. To date, the black trim piece adjacent to the bumper still does not sit flush as it did before the damage caused by Fort Washington Chevrolet. I also asked them to diagnose the new transmission issue. After keeping my truck for more than a week, I was told it "probably needs a new transmission" because of the vehicle's age and mileage, with an estimated repair cost of $7,000. They initially attempted to charge another $205 diagnostic fee for this conclusion. When I questioned how "probably" qualified as a diagnosis, I was told that a complete teardown would cost significantly more. Josh eventually waived the fee, which was appropriate given the lack of a definitive diagnosis and the fact that the issue appeared only after their transmission-related work. The most concerning part of this experience was the original seat diagnosis. Instead of approving a $1,600 seat track replacement, I researched the issue myself, purchased a $20 seat switch online, installed it in minutes, and completely fixed the problem. The seat has worked perfectly ever since. Between the incorrect seat diagnosis, the damage to my vehicle while in their care, the poor-quality bumper repair, and the vague recommendation to replace an entire transmission, I have lost confidence in this dealership's service department. There are other dealerships in the area, including options in Alexandria and elsewhere, and that is where I will be taking my vehicle in the future

Fort Washington Chevrolet responded

Robert, thank you for your feedback. While we respect your right to share your experience, we believe important context is missing from your review. Modern vehicle diagnostics involve evaluating symptoms, testing components, and making recommendations based on the conditions present at the time of inspection. A subsequent repair or replacement of a different component that appears to resolve a symptom does not necessarily mean the original diagnosis was made in bad faith or without a reasonable basis. Our technicians provide recommendations based on their professional assessment and the information available during the inspection process. Regarding the bumper damage, we immediately reviewed the matter, acknowledged responsibility, and took steps to correct the issue. While we regret that the repair did not initially meet your expectations, our team continued working to address your concerns rather than dismissing them. As for the transmission concern, transmission issues can be complex and often require additional diagnostic procedures to determine the precise cause of an internal fault. When significant internal transmission problems are suspected, recommendations are based on technician findings, vehicle condition, mileage, and manufacturer repair procedures. Waiving the additional diagnostic charge was done as a customer-service gesture while we continued discussions regarding your concerns. We understand that you disagree with some of our recommendations. However, suggesting that our service department intentionally misdiagnosed your vehicle or recommended repairs without basis does not accurately reflect the professionalism of our technicians or the effort our team invested in assisting you. We take pride in serving our customers with transparency and integrity, and we stand behind the diagnostic and repair processes used by our service department. We wish you the best with your vehicle and appreciate the opportunity we had to serve you.

Fort Washington Chevrolet responded

Thank you so much for your kind words! We greatly appreciate your business and are very happy to hear you are satisfied.