To start with I'm not one to normally give reviews but my experience was far less then one would expect. We had purchased a 2015 chevy Suburban from you in the winter of 2017 and were sold a extended warranty with it. So far both times we have tried to use said warranty it has not been a HUGE pain(not your fault and not the reason for my poor experience). The first time we used it I worked right next to George White Chevy in Ames, Ia and thought I would just take it to them, found out that there was a clause in the warranty that I was within 40 miles of the selling dealer it had to go back to the selling dealer. You guys stepped up to bat and got them to cover it without inconveniencing me of having to bring it to you guys(and I applaud you for that) It took them 4ish weeks to complete a very minor repair all along I had no loaner.
Fast forward to my most recent visit, decided to bring it straight to you as I was told it would be less hassle as far as paper work went, and I would get a loaner. I had a list of items that I wanted addressed some I knew would not be covered under warranty but wanted them addressed non the less.
After 2 weeks of no contact I decided I would open a line of communication and call( thought may be they lost my number?) upon calling I was hard pressed to find anyone that knew anything about the current location or status of the repairs( turns out that the work was contracted out to Bob Brown, this is the start of the problem) I would receive the same line of confusion every time I called and every time I called I would get the response of "we"ll get back to you", in which case not one single time was I ever called back(HUGE problem as far as business owners standpoint)
Fast forward several more weeks and no phone calls I decided to call in again, once again lack of getting anyone on the phone that could give me a answer, I would get transferred several times and usually would have to make several calls as your system would kick me off after the 2 or 3rd transfer. At this point it would take 30-45mins to have some give me the same line of :we've located your ticket and we"ll call you right back) Leaving voicemails or callback tickets at the front desk did no good either.
Week 8ish(honestly lost count) I began to become rather upset as I was still being told that they were still waiting on approval from the warranty company, telling me that nothing had been done yet. I was to the point I just wanted it back done or not as we had paid $1700 in car payments and had some loaner( which was not anywhere near valued at the same). Told them I wanted the Suburban back as the loaner cars battery had left my wife stranded and I was done dealing with your service.I was told all repairs would be completed by Friday and they would comp the deductible for the warranty and detail the suburban
Upon review of the repair order only one of the handful of items I had wanted looked into had been actually repaired, and the car had not been detailed like I had been previously told. Im not sure exactly how long you had the car and I understand that your not a authorized chevy repair center and look past a lot of the problems due to that but I have a big problem with the lack of communication and the lack of completing the work that was asked of you. If it was a matter of not understanding what I was wanting done I could of very easily explained it to a competent person, however I never received a call.
Good luck fixing your problems because the was I see it is every person( cant name names as Im fairly certain that over the course of time I talked to every one of them) is to blame. I hope this doesn't fall on deaf ears and hope you can address some of the issues as I will not be a returning customer should any further service work need to be done.