From the beginning, Matthews-Hargreaves acted with dishonesty. We took our car in for a repair and the verbal estimate was $2500. The service guy, Tom Kaiser, said he was going to reach out to GM because they hadn't been diagnosing the root cause, they had only been fixing the symptoms...Because we had this SAME repair less than two years prior, we asked for our records. I was told they were given to us when they weren't and then the person that told me that blocked my email. It took a ridiculous number of phone calls and emails to get the records and when we did receive them, there were only three. I asked for the rest and we were told that they were purged from their system. When I explained that they weren't in compliance with the law if these records were indeed purged, suddenly they were able to give me the rest of the records.
I compared the repair records to the reports on Carfax and they didn't match. Two were incorrect and one was missing completely. When I asked about it, I was told, by Matthews-Hargreaves, that the dealership isn't responsible for the accuracy of what is reported to Carfax. In addition, I was told that GM was providing the information, so it was their error. It bothered me, because I paid $2500 for a major repair that was listed as "checked system" on the Carfax report. So...did I pay for a repair that didn't happen? It seems so, since they wanted me to pay for that same repair again!
Next, I wanted my estimate in writing. It took over a week from the verbal estimate, to get a complete written estimate from the service manager, Rob Morris. During that week, I was given a partial estimate with two dollar amounts for the repairs, but nothing broke down labor or the cost of the parts. Getting that information took several more days. Once I had the full estimate, I was verifying the parts online and discovered an incorrect part number. When the correct part number was finally given to me, it was at a markup of over 620% of what I could buy it for online.
In addition, when I received the written estimate, it was given to me and I was told that if I wanted to complete the repair, I was required to give my driver's license number, the last 4 digits of my social security number and pay in advance for the parts. If I didn't want to move forward, which they highly recommended I go elsewhere, I needed to have my car off the premises by the end of the following business day or it would be removed.
I was outraged at this. I contacted the EM, Lisa Austin. She pretended to be interested in working with us to resolve this issue, but it seemed her main motive was to sell us a car. When we met in person to discuss my concerns with the service department, her first question after the hellos and how are yous was to ask if I liked my car and if I was interested in something new. I explained then that I liked my car, wanted to keep it and wouldn't be going through this if I wanted a new car. At this meeting, the GM, Walt Tutak, acted as if he never heard of me, even though I emailed him multiple times.
The point of this meeting was to discuss these issues. My car was supposed to have been repaired in June of 2016 - we paid $2500 for it. The following summer (September 2017), we had the same symptoms and this time Matthews-Hargreaves "cleaned" the injectors for $200. Then, six months later, the injectors along with the catalytic convertor needed to be replaced again!!! They blamed GM for the injector problems. It was a faulty design by GM, according to Matthews_Hargreaves. During this meeting, it was acknowledged that the bad injectors could cause a problem for the catalytic convertors...coincidentally, after Matthews-Hargreaves replacing my injectors and then claiming to "clean" them, my catalytic converter also went bad.
We allowed them to look at my car again for a thorough diagnosis (even though I thought that was why we brought it in to begin with). They had my car for a week. They said the original estimate still stood, along with a list of all of the other problems. We wanted to discuss this further so we agreed to meet the following week. Lisa Austin decided not to come to that meeting and Walt met us with a new car salesman trying to sell us a car.
I explained that we never said we were buying a car, that we said we were coming to discuss our options. Walt acted surprised (even though he was on the call, he said he didn't remember talking to us) and took us to his office. He admitted that the cleaning of the injectors for $200 shouldn't have happened and agreed to refund that, but couldn't agree to refund the original $2500 repair that was listed on Carfax as "checked system" He did say he would look for some service reports regarding the engine and get back to us. When he did, there was, of course, nothing that they could do (or would do).
While they had my car, I used their estimate to contact their parts department to request pricing on the parts listed on the estimate. Would you believe that I could walk in off of the street and pay LESS than what the service guy wanted to charge me? How? Why? I asked Lisa and her excuse that it was GMs "pricing matrix" - it was GM's fault that Matthews-Hargreaves wanted to charge me $204 for the same part that I could buy for them for $79. IT WAS GM'S FAULT THAT THEY WERE CHARGING TWO DIFFERENT PRICES.
Even after all of this, my husband agreed to come in and talk to them about a new vehicle. Walt and Lisa set him up with their BEST guy. Their best guy wanted to trade in our car, keep all of the money and still charge us more on payments than any other dealership in town. That was their idea of helping us out. He didn't ask about incentives, look for incentives, he just gave us a price that required more than 3X the advertised price down and more money in payments. No thank you.
Lisa decided that because I kept asking questions that they wouldn't answer that I the customer that will never be happy and she said she quit responding to me because we I would never be happy no matter what she did for me. She said we came to several agreements and I kept turning them around. I asked what agreement I ever made and she couldn't answer.
I went to another dealership and I explained the high pricing that we were getting from Matthews-Hargreaves and he said that it looked like they must have increased the MSRP on the vehicle in order for the monthly payments to be what they were, with a down payment as much as they were taking.
So...not only did the service department try to raise the prices on us, so did the sales department.
In addition, they blocked me from posting to their Facebook page. This is specific to me only. They didn't like the review I left or that I was commenting on other reviews.
I recently noticed that they are using their own salespeople to inflate their ratings on Facebook...the last reviewer to give 5 stars works there. Just another example of their dishonesty.