Jim Ellis Chevrolet

Poor service, incompetence or something else? This is not my first experience with poor service from a Jim Ellis service facility. In 2018, I took my GMC Yukon to the GMC dealership because my le This is not my first experience with poor service from a Jim Ellis service facility. In 2018, I took my GMC Yukon to the GMC dealership because my left rear tail light intermittently goes out. While I was there having that inspected I had my REAR brakes checked and wanted a quote to replace. After waiting for hours, my service representative said the vehicle was still being inspected and offered me a rental car for the night. I accepted. The next day I called to check on the status. They said they were unable to find the problem with the light but were working on my brakes. I reminded him that I only wanted a quote for the brakes but he said they were almost done replacing both the front AND the rear. I asked him if he had inspected all of the brakes. He said that they had inspected them all and that all needed to be replaced. I told him that was odd since the front brakes HAD JUST BEEN REPLACED A FEW MONTHS EARLIER. After an awkward silence, he asked where I had them replaced. I told him my local Firestone. He then said that they don't use the same quality pads and asked what material was used. I told him that I had no idea. After a lengthy discussion, I finally agreed to the cost of the rear brakes - although it was higher than I would have paid from Firestone. More recently, I had a transmission problem with the same 2015 Yukon. I had 94,000 miles on it at the time so 6,000 miles left on the warranty. My service representative said that it would take 3-4 days to repair and that they would provide a rental car. He said that they needed to perform an inspection on the vehicle to confirm that it was under warranty so they needed to start the rental as a self-pay but would reimburse me once the warranty work was approved. I agreed. He was to call me that afternoon to confirm the warranty work and coverage of the rental car. I never heard from him. I called him the next day to confirm, had to leave a voicemail message but never heard back., Over the course of the following WEEK, I called the service department 4-5 times to speak with my service rep. I left multiple voice mail messages, even saying that I assumed that all costs were covered since I had not heard back, but received no callback. AFTER NINE DAYS, my representative finally called me back and said they still needed a few more parts and time to work but that they would cover "a few days" of my rental. I told him that was completely unacceptable since it was my understanding that they would be completely covered. He told me that he would need to speak with his manager. I told him that I had to go out of town for work the next day but would return the car before leaving. At that time, I also talked to Elise Schaaf about the extra charges and she said that Brandon Colon would need to make the call on reimbursements. I told her, given the circumstances, that anything less than full reimbursement seemed unreasonable to me. Upon returning to town, I was able to pick up my car FIFTEEN DAYS after dropping it off. (To be fair, I think the car was ready the day before... 14 days after I dropped it off.) I spoke with Brandon Colon about the issue when I picked up the vehicle. Elise Schaaf confirmed with Brandon my side of the story - as best she knew and nothing was disputed from their side. They apologized profusely and Brandon indicated that he was very upset (emotionally) by the situation. I appreciated that. As it stands today, I have paid $496.69 for the rental car. I have received a $159.82 credit and Brandon said that he is working on the balance. That was at least a week ago (maybe 10 days?) but I have not heard anything. One final note... When I picked up my car, I asked about the warranty of the work. My representative said 1 -2 years. I pressed a bit and asked how long. He said 12 months. I asked if that was in writing anywhere and he said no. I said that it didn't sound much like a warranty and he indicated that I should just bring it back if I have any future issues - NOT LIKELY!! I am tired of following up with them and hope this review sparks some additional urgency on their part. The VERY odd thing to me is that listening to their "on hold message" (which I have heard A LOT), they talk about treating customers like family and wanting to make sure that everyone receives great service. So far, I have not seen evidence to back up the words. On the good side... Lisa (the VERY nice lady at the switchboard) was extremely nice and even went to try to find my service representative several times when I called during the first week!! I do greatly appreciate her efforts!! More