I bought a new chevy colorado in September. It broke down while driving to work. I called chevy roadside assistance, and they sent me too Harry Greens. From the moment the tow truck driver told me where he was taking it, I knew this was going to be big problems. I went with the tow truck drive to drop it off and talked with thw service assistant. He told me that they needed to diagnose the problem before I can get a loaner, which at the time was fine. I asked how long it would take, and he told me a few hours. I dropped the vechile off at 830 am, at 330 i hadnt heard anything, so i stopped by on the way to pic up my wife. My truck was still setting in the spot the tow truck driver left it.
I go it the service department to see what going on, and Rob Gallo rudely tells me that they will get to it when ever they can get too it, then refuses to talk to me. I couldnt get any of the other service people to talk to me either. The whole staff was very unhelpful.
The next day I call a few times, and noone will talk to me, so I have someone drop me off at lunch, and asked to see the manager. The service manager is on vacation so I talk to the general manager, Frank Smith. Frank then proceeds to tell me that my truck isnt a priority for them since I didnt buy it at Harry Greens and that if I wanted service from them then i should buy it here next time. He then told me that if I wanted my truck fixed, then i should contact Midstate Chevrolet where I bought my truck. Aftet a few choice words I left.
I called Midstate on the way back to work, and they sent a tow truck to Harry Greens picked it and brought me a loaner vechile that day.
What happened in this situation was absurd. On all the ads for Chevy you here about how good Chevy Service is. It shouldnt matter what dealership you buy your vechile from, you should get the same service every at every dealership. Frank Smith was right about one thing, I should have just went to Midstate. When I was looking for me truck I called Harry Green to see if they would get it for me. They didnt have what I wanted on the lot, and wouldnt go get what I wanted from another dealership. I called Midstate, and they not only found me exactly what I was looking for, but they drove 5 hours one way, worked out the whole deal over the phone, and had it too me the next day at a cheaper price.
Like I told the general manager at Harry Green, its a difference in attitude from the top,down. Midstate wants to help me, Harry Green wants to be xxxxxxxx! Im not sure how Frank Smith thinks that treating customers like xxxx wpuld make them want to buy a vechile from them.
Midstate went to Harry Greens, got it to their service department, and an hour later had the problem identified. And they gave me a brand new colorado to drive while they work on it.