I have NEVER had a more horrid customer service experience then I've had dealing with McConnell Chevrolet and the damage their service department has continually made to my car.
Starting from the beginning, I bought a brand new 2012 Jeep Grand Cherokee Overland in Feb'12. I also purchased the Xzilion exterior & interior protection product which needed to be applied at a later date.
The car went in to have the Xzilion applied and was returned to us with white spots on the seat and discolorations on the leather dash board. The weather stripping on the side windows was also hanging out. And finally there was a dent in back quarter panel. Please note the service department declined to tell us that any dents occurred while they had the car. We had to find them on our own and notify them.
They agreed to order new weather stripping and fix the dent.
They also said they would respray a 2nd application of the Xzilion as that was the reason for the white spots and discolorations.
Once again, the car was returned to us. Upon inspection we found scratches and bent/ dented trim pieces on the side windows where they had replaced the weather stripping. Please note again that the service department declined to tell us that any new dents or scratches had occurred during repair of the previous problems.
They agreed to order new trim pieces and replace them.
The second I brought the car home from repairs, my husband inspects it only to find ANOTHER, much longer scratch on the window side panel.
My husband decided to go down and speak with the owner Bruce McConnell. Don't waste your time. He could CARELESS about your problems once he has your $45,000!! My husband explained our issues with the service department and the scratches and or dents they continually put in the car while it's there. Bruce said that our problems are only minor concerns to him and that we shouldn't worry because the car would be full of scratches and dents like that within a month. (Some customer service, right?)
My husband explained regardless of what WE do to the car, HIS SERVICE DEPARTMENT damaged it and it needed to be repaired. Minor concern to him or not, the car cost us $45,000 and now had scratches which were not made by us. Bruce finally told us obviously his service department COULD NOT meet our standards. Which let me make clear are not unrealistic. All we wanted was our brand new car free of scratches, dings or dents like we had prior to it going in and having the Xzilion protection applied.
In the end, it came down to us taking the car to Redwood Auto Body for the repairs. Which naturally like any good auto service shop the car came out free of scratches.
A few months go by and we have another load of problems. The leather dashboard was bubbling up and looked horrible. Perhaps to much Xzilion applied?? Then the black leather driver seat was cracking and turning white. The windshield also had streaking lines through out it which were not there prior to the Xzilion application. Lastly the check engine light had come on and was not going off.
I called McConnell and set up an appointment to have the issues looked at.
They submitted photos of the driver seat and dashboard to Chrysler for repair approval. Chrysler approved the replacement of the leather driver seat and repair of the dash board. McConnell notified us that the check engine light was on due to a bad cylinder head in the engine. They said they were ordering a new head and the repairs should be completed the following week (7 days). 20 days go by before were notified our car is ready for pick up. They did provide a loaner car however, it was a Fiat 500 which is a tiny 2 door car and I'm a mother who needs room for car seats and such. Totally unacceptable in my eyes.
We got the car back and 3 weeks go by before we decide to again wash the car as we had just detailed it prior to going in for the engine repairs. (CAR HAD NO GOUGES).
While cleaning the car we notice the windshield is still full of streaks. How Travis in service says he couldn't see them is beyond me.
The dashboard which was repaired still looks horrible. You can now see where the leather dash was pulled back, glued and laid back down.
And of course, as it never fails, there's another HUGE 4" gouge out of the front bumper. Which let me be clear IS FILLED IN WITH BLACK TOUCH-UP PAINT. However, this time they deny the scratch was made by them as Travis the tech did not "report" having scratched it. And if a tech doesn't report it they get fired...Well were any of our prior SCRATCHES or DENTS "reported"?? NO, WE HAD TO FIND THEM OURSELVES!
When my husband spoke with the service manager Scott Kiessig, he willingly admitted they filled the scratch with touch-up paint as a gesture of good service. 100% BS. Because, what about the little scratch I KNOW I put in the bumper. Why didn't they fill that one too while being so generous? Because, it's still there, NO touch-up paint. So obviously, that was a complete lie. They don't fill your scratches with touch-up paint as a gesture of good service.
EVERY TIME our car was returned, it had scratches or dents which were not reported by the technicians. So why is this scratch any different?
As Bruce McConnell and Scott Kiessig said we're just KNIT PICKERS who can't be satisfied. I apologize but knit picking would be complaining about the greasy finger prints always on the car, which we're not. We are notifying you of actual DAMAGE your service shop has caused. Which will now have to be paid for out of our pockets.
So I'm sorry your service shop scratched our car AGAIN, filled it in with paint (without my consent let my add), decided not to tell us, and WE NOTICIED!!