Frank Boucher Chevrolet Cadillac of Racine - Service Center

Frank Boucher Chevrolet Cadillac of Racine responded

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Frank Boucher Chevrolet Cadillac of Racine responded

We are very sorry to hear you had a negative experience with us. We would like to take the opportunity to make things right. Please reach out to our Service Manager, Matt Luchini, at 262-886-1010 so we can resolve this matter to your satisfaction as soon as possible.

dsimpson12 responded

A brief chronology is I brought my truck in for regular service and tire rotation, an A/C repair, and a recall item. (Rear window defroster electrical issue.) As I have a dual rear wheel 3500hd, I expect that the rotation will cost more as it requires dismounting and balancing to ensure the polished side of the wheels remain outside and the vehicle remains presentable. Upon picking up my vehicle I discovered that there had been damage done to the aluminum surface of the outside of the front wheels. There was gouging in the clear coat and into the metal in multiple areas of the same location around the circumference of the outside (polished) surface of both front wheels. I’m not sure what caused it, but it was noticeable and detracted from the appearance of the vehicle. It should be noted that this is the second time this happened at Boucher’s service center. The first time that this happened a few years ago and the rims were damaged during service the wheels were warrantied out through GM due to what was reported as ‘rust’. Let's be clear in that there was no rust- the wheels were damaged though handling while at the dealership. This was done without prompting from me. Upon reporting the recent issue to service advisors in the service drop off area, I was advised by the receiving staff that the scuffing was probably residual ‘tire lubricant’ and it would probably come off with water. The staff rubbed on the aluminum with a polish to reveal that the scuffing that was done was concealing underlying damage to the clear coat on the wheels and gouging into the aluminum of both front wheels. I have worked with cars for 35 years to include painting, maintenance, detailing, rebuilding, engineering, and manufacturing both factory and custom vehicles. It is clear to me that while tire lubricant will come off with scuff remover, clear coat removal, and gouging of the alloy cannot be properly abated with cream polish. Upon speaking to the Service manager, it was determined that a wheel repair specialist would repair the issue and re-clear coat the wheels. I then came a week later to pick up my vehicle. I discovered that whatever process was attempted to remediate the damage produced an uneven finish that did not match the factory polish on other areas of even the same wheel, the clear coat that was applied was uneven, fish-eyed, and overspray was on the tires. I brought this to the attention of one of the service writers who agreed the repair work was sub-par. I’m awaiting the results of the next try and must wait another week without my vehicle as it’s a holiday weekend. I was told today that the vehicle now must go to West Allis for repair. The initial A/C repair didn’t work and required another look as well. The system was recharged and worked for a short time but failed less than 24 hours later. It has been reported that there was subsequently a loose connection discovered. I lack confidence in that assessment with the indications that I reported, and time will tell if the loose connection assessment was accurate. I expect more from my dealership. I’ve spent over 65K five years ago on a truck that I expect to last me a long time. I can take my vehicles anywhere for service. I choose a factory service because I expect that the training, quality of service, and customer service will be without reproach. That is not the experience I had and this is not the experience I expect from a representative of Chevrolet and General Motors. I maintain my vehicles in immaculate condition, in part because I utilize them in shows and promotions. I am bound to provide vehicles in pristine conditions at car shows, motorsports events, and functions. (This is a tow vehicle) It’s as important for my vehicles to look as good at a show or race as it is for a dealership’s vehicle to look good in the showroom. I should not be put into a position where my vehicle is returned to me in worse condition than when I dropped it off and I don’t think that’s too much to ask. I think that it’s reasonable to ask to be put into the position I was in before this happened, which is rims in outstanding condition and no clear coat overspray on the tires that will appear differently with tire dressing on them. The problem here is the carelessness or reckless handling of a customer’s vehicle that resulted in damage. A customer shouldn’t have to accept subpar repairs as a result of negligence and the dealership should replace these rims and apologize for the inconvenience this has caused. I do not understand the complete polar difference in the way this was handled last time vs. this time. Point is, it shouldn’t have happened either instance. Also, the dealership should ensure that staff has been adequately trained, that work performed is proactively monitored to ensure quality, and that necessary corrective action as warranted is taken to ensure a quality service experience. EDIT: 09/11/2020 I picked up my car and the rims are just so-so. They did remove my newly balanced wheel weights to fix the damage. I'm just going to have the wheels balanced somewhere else as I have been without my truck for so long I can't go any longer.

Frank Boucher Chevrolet Cadillac of Racine responded

We appreciate your review and business! Please reach out if there is anything we can do for you in the future!

Frank Boucher Chevrolet Cadillac of Racine responded

Bob - thank you for the amazing review!

Frank Boucher Chevrolet Cadillac of Racine responded

Thank you for the positive review!

Frank Boucher Chevrolet Cadillac of Racine responded

We look forward to seeing you again in the future!

Frank Boucher Chevrolet Cadillac of Racine responded

Wendy - we are always looking to go the extra mile for each and every guest! Please reach out if there is anything else we can assist you with!

Frank Boucher Chevrolet Cadillac of Racine responded

Thank you for sharing!

Frank Boucher Chevrolet Cadillac of Racine responded

Thank you for continuously choosing Boucher!

Frank Boucher Chevrolet Cadillac of Racine responded

Thank you for sharing!