On August 17, 2017 I had the worst experience at the Koons Whitemarsh Chevy dealership. The staff was completely disrespectful and lacked empathy towards me and the situation at hand. I brought in my 2013 Dodge Charger R/T, which I purchased from this very dealership last September, for service on August 15, 2017 to have the alternator replaced . During replacement of the part the service technician shorted out the wiring for the oil temperature sensor. The shortage of this sensor caused the check engine light to come on ( I own a diagnostic tool which allowed me to see why the light was on) immediately after I left the dealership. I attempted to bring my vehicle in on August 16, 2017 since I work the night shift and was unable to turn around when the light first appeared. Service Advisor Charlie Burkhardt advised that since I could not leave my vehicle that day, he would reschedule me for 0900 hours Thursday morning and everything would be taken care of.
When I arrived on August 17, 2017 at approximately 0830 hours Service Advisor Charlie Burkhardt checked me in and took control of my vehicle as I left to run errands. Upon returning at approximately 1100 hours Service Advisor Casey Adkins reported that a mouse entered my vehicle and chewed the wiring for the sensor and it would cost me the warranty deductible of $200 to repair. I informed Ms. Adkins I am not at fault for this issue and it is the fault of the dealership considering my vehicle sat at the dealership from approximately 0830 hours until 1900 hours and the check engine light illuminated immediately after I left. Ms. Adkins then stated she would get the manager for further assistance. Ms. Adkins returned 20 minutes later with Charlie Burkhardt who is listed as a service advisor on the Koons website and also on his business card. There was not any point where I was able to speak with a manager about the issue I was dealing with. Nonetheless, Mr. Burkhardt and I spoke and he informed me that the wires were in fact chewed by now a squirrel (although Ms. Adkins told me a mouse earlier). I provided the same explanation to Mr. Burkhardt as I did with Ms. Adkins. Then Mr. Burkhardt stated he would personally inspect my vehicle for a better assessment of the actual problem and get back to me shortly. Mr. Burkhardt returned 15 minutes later and stated that a squirrel chewed the wiring and that that’s what is causing the sensor failure even though the sensor and wiring are in the same location as the alternator. Mr. Burkhardt also stated that his service technician possibly shorted the wiring when removing the alternator but it’s the act of a squirrel chewing the wires and not his technician who he just admitted possibly shorted the wiring.
In this instance it was quite obvious that my business was not a priority nor was I respected. During this visit not only was my vehicle damaged but I was lied to and my concerns went unnoticed and I find that utterly disgusting. To be in a customer serving industry the service I received at Koons Chevrolet in Whitemarsh was pathetic.