I have been a customer of Lannan Chevrolet for 15years, purchasing 8 vehicles in that time. Since the purchase of my first vehicle, I have not purchased anywhere else. The intent of this letter is to make you aware of an incident with the service department at your Woburn location, specifically with your service manager Bob Fahey.
A recent routine oil change at Lannan resulted in multiple return visits to your service center to fix damage caused by an improperly installed oil filter. After the returned visit I continued to have issues with my wifes vehicle, and another appointment needed to be scheduled. After the second visit damage was noticed to the headlight switch/dial that was not previously there. When I dropped off the vehicle on December 29th, I discussed the issues with Bob Fahey and Joe in your service department. I explained the main issue for the third visit (sulfur smell and poor gas mileage), and additionally how the damage to the headlight switch/dial was found after our two previous visits.
The following day I received a call from Joe stating the parts would be delivered on the 31st informing me the issue was with the catalytic converter which was covered under the bumper to bumper warranty, and the broken switch would need to be replaced and was also covered under the extended warranty we purchased, but there would be a co-pay of $50.
I asked Joe why I should be paying a co-pay for something I reported as damaged after two previous visits to the service department. He stated that if wanted it fixed, I had to pay the co-pay. I told Joe I was not in agreement with the co-pay as I felt the damage was caused at Lannan. Joe stated that I would need to discuss it with Bob. I told Joe to go ahead with the switch work and I would discuss the co-pay with Bob in the morning.
The next morning December 31st I received a call from Joe stating the work on the catalytic converter was completed and my vehicle was ready for pick up. I asked about the switch. Joe said Bob directed the work not be completed as I did not agree to the co-pay. I asked if I could talk to Bob on the phone. Joe stated Bob was there, however Bob did not pick up the phone, instead he relayed to Joe that because I didn’t agree to the co-pay the work did not get done. I told Joe that I Ok’d the work to be completed and I wanted the opportunity to speak to Bob about it. Instead I was given an ultimatum and denied the opportunity to discuss it further. At this point, I was certainly frustrated that there was no ownership from the service department for an item that seemed intuitively obvious, but more so that Bob was so dismissive.
When I arrived at Lannan, I met with Joe and asked if I could speak with Bob, and he directed me to the garage. I located Bob and asked him why he felt that I should be paying a co-pay on the damaged switch as the damage was found after the second visit to his shop. Additionally, I asked for the reason why after I OK’d the work they decided not to perform it, when all I wanted was an explanation from him. It seemed obvious to me that after a visit to his department, the damage found was caused by someone working on the vehicle, as it was not caused by myself or my wife.
Bobs response was a blunt curse word beginning with the letter B. Following that response, our conversation degraded and an argument ensued. Then in a cynical tone, he informed me the switch was just going to fall back out.
At one point in the discussion Bob accused me of trying to rip him off for $50. The accusation was out right absurd. In fact, I was infuriated by the accusation, and completely disgusted by the fact that he would treat a customer that way, let alone a customer who has solely purchased vehicles from Lannan for the past 15 years.
My frustration with the Woburn service manager is not the $50 co-pay, rather the manner in which this situation was handled. Several returned visits to a service department for issues caused by that department are frustrating enough. However, the dismissiveness, lack of professionalism, and accusations toward a customer, is where I felt it necessary to make you aware of the situation at the Woburn service department.
This is not the first time we have had to return to the service department for issues with this vehicle. When we purchased this vehicle it was a certified pre-owned SUV. Within the first days of driving it off the lot it needed to be towed back as the radiator was leaking fluid and needed to be replaced.
Issues with the service department have existed before this vehicle, but have been tolerated due to the relationships formed with my family by your sales department. However, this last event cannot be brushed off and has left a lasting bad taste.