Castle Chevrolet Buick GMC McHenry

Castle Chevrolet Buick GMC McHenry responded

After reviewing your feedback, we want to address a few points that were not mentioned or may have been misunderstood. Your daughter called our Service Department while her vehicle was broken down at Woodstock Chevrolet. She stated she was getting the runaround there and would like to bring her vehicle to us because of how she was treated by us in the past when her vehicle needed its first new engine in September of 2021. It took about three weeks for her to have it towed to our facility however we began work on it immediately. At that time, we did a full inspection to understand the vehicle's health needs. During the inspection, our technicians diagnosed a need for a third engine. In addition, the oil change sticker showed that the oil needed to be changed at 114,000 miles. The vehicle currently had 137,632 miles. We also noticed that there were quarts of oil in the car so it was our hypothesis that oil was run down and oil was being added outside of the dealership in the interim. In reaching out to Fidelity (her warranty company), they stated they could only pay $1,100 toward the new repair. Because a new engine would cost far more that $1100, our service team reached out to our sales department to aid in trading her out of the vehicle as her vehicle's value was less than the cost of new engine; however she would need a co-signer. This option was declined. While we strive to offer quality vehicles and service, we acknowledge that unforeseen issues can arise despite our best efforts. It's important to note that Castle Automotive Group did not acquire the store until October 2022. Regarding the engine replacement, Gary Lang Auto Group facilitated the repair in September 2021. However, warranty coverage and engine selection are typically managed by third-party entities such as the extended warranty company, which is beyond either Gary Lang Auto Group or Castle Automotive Group's control. Both the warranty company and dealership have taken every step to help your daughter and have taken responsibility for their roles in coming to her aid. That said, Castle Automotive Group would again like to extend the opportunity to assist in facilitating the purchase of another vehicle for your daughter. We are committed to doing everything within our power to help resolve this matter promptly. We sincerely apologize for any inconvenience or frustration this situation has caused. Please feel free to reach out to our customer service team directly for further assistance. We appreciate your patience as we work towards a resolution.

Castle Chevrolet Buick GMC McHenry responded

We regret to hear that you had this experience with us. When you have an opportunity, please reach out to us at (815) 385-2100 so we can try to restore your confidence in our business. Thank you again for taking the time to reach out to us, and we hope to hear from you soon.

Castle Chevrolet Buick GMC McHenry responded

Thank you for reaching out to us. We regret to hear about the situation you have described. Our manager would really like to speak with you more regarding this matter. Please reach out to us at (815) 385-2100. We look forward to hearing from you.

Castle Chevrolet Buick GMC McHenry responded

Sasha, We are sorry you feel this way and a little puzzled as to why seeing as we dealt primarily with your Dad. You're Father brought your car in earlier this week and was paired with Ashley and esteemed Service Advisor. The reason for the wait in parts is there is a delay on being able to obtain parts due to the strike which is a national issue. As for why you didn't receive a loaner? Your Father said you wouldn't need one; (Ashley asked if you and your husband Zack would need a loaner) and said to only be in communication with him in regards to the status of your vehicle. Your Father approved the costs with a signature at the time he dropped off your vehicle and knew the line item breakdowns. The first time we had any communication with you was yesterday afternoon, when you called enraged and asked for Ashley. It was her day off as Dino mentioned, but said he would assist in getting a loaner for you and transfer anything in your car to the loaner as your vehicle was in our bay and easily accessible. Your husband later arrived to pick up the loaner, but said he didn't want it and left with your vehicle without paying the bill. Ashley then called your Father this morning to inquire about payment; he was quite apologetic and had no idea that your husband had even picked up the vehicle and she was told to contact Zack for payment. When Ashley spoke to your husband after that communication, he was screaming and swearing at her regarding the prices your Father approved which was rather inappropriate and unprofessional. So again, we are not certain why you are angry at Ashley or Dino. We were instructed not to be in communication with you from the beginning. In addition, had we been instructed otherwise, we would of gladly contacted you and provided a loaner car to you and your family. This seems like a large miscommunication between your Father, your husband and you but somehow we are to blame. As an aside, your Father was a pleasure to work with in our short time assisting him. Should you have any further questions, please feel free to contact us and make it a great day!