Montrose GM Superstore in Hermitage

OKAY - So Montrose screwed us over and the dealership we traded the truck in to. This is the first portion of our nightmare... More to come... Pictures of the truck when it got to the dealership we trade traded the truck in to. This is the first portion of our nightmare... More to come... Pictures of the truck when it got to the dealership we traded it in to as well... The truck was still making the noise when it got there, and more stuff was damaged / not put back together properly... Dealer had several hours of fixing stuff Montrose screwed up, and the found the problem in three hours and fixed it for less than a $10 part... What was it? A cracked washer around one of the injectors that had to be removed and reinstalled each time the boneheads at Montrose replaced the heads... Tom Bishop from Montrose promised he would take care of all of our expenses we incurred when he had the truck, but now refuses to return emails and phone calls... Pictures and story continuation to follow... WEEK #1 May 26th - Truck making noise getting off exit on 80 - Called Montrose @ 3:00pm and they said they would get me in next day. May 27th - I drove truck over to Montrose around 9:00am, met with Mike (Montrose Service Advisor), and he had his guys look at it, they were not sure what the problem was and said they would call when they knew more. I picked up a rental loaner (Silverado 1500 Ext Cab) from there through enterprise. Never heard anymore. May 28th - I called Mike around 11:00 and asked if he knew anything, he said technical assistance told them it was a bent rod in cylinder number seven and he would need it till end of the following week, possible a few days longer. I went over to the dealership to gather stuff from the truck I would need to take home with me. May 31st - Had to pay a hauling service to take my camper home (5 hour round trip) for them to haul it since my truck would be down and we had commitments for CampingPA.com events we needed to prepare for. June 3rd - I called Mike, and they were waiting for an engine hoist and stand big enough to hold the duramax engine. He informed me they never 'cracked one (Duramax) open' before, since it is typically a bullet proof engine. Said they had to borrow engine stand and hoist from the Ford garage and he would get started on it once he got that. WEEK #2 June 3rd - Missed CampingPA.com appearance at Campfest 2011. Many people expected to come out for meet and greet did no get to come out and see the CampingPA.com camper. We lost possible sales and a good crowd for promoting the websites. June 7th - Called Mike again. He said he decided to work on the engine in the truck and not pull it out. He said they had the side down to the block on Cyl #7 side and found nothing wrong with it. He said technical assistance instructed them to keep tearing down the other side and they would find it. He said he would keep me posted, never heard anything. I found a number for GMC customer service and decided to call them and see if I could get some help from them. I spoke with Rochelle and she promised to get a regional advisor to call me by the next day. June 8th - Got a call from GMC Customer Service regional advisor Guillermo (sp?). He promised he would do everything he can to get the truck finished asap and get it back to me. Said he spoke with the dealership and was familiar with my file. June 9th - Had to rent a truck for 4 days @ $350 / day to haul our camper to our CampingPA.com members weekend, a once a year event that we could not miss. Had to drive over an hour away to pick it up and back to my home. WEEK #3 June 10th - Called Mike to see what progress he had made. He said he had gotten down to the bare block on the other side and also found nothing wrong with it. I asked him what he was planning on doing. He said he was instructed to order new heads for both sides in and effort to save time in repairing the engine. He said the heads would get there around the 15th and he would have the truck ready to go on the 17th. I aksed him to call me when the parts came in. Never heard from him. June 15th - I waited till close to the end of the day, since I never heard from Mike I called him ~again~ , said the heads came but they were missing 'the soft plugs' ? He told me he was personally driving over to Ohio in the morning and picking them up, he would call me on Thursday (June 16th) with an update of his progress so I could get out and pick up the truck since I need it to move the camper again. June 16th - Had to rent truck again for 4 days @ $350 / day to haul the CampingPA.com camper to an event. Waited for Mike to call, No phone call. I waited purposely till the end of the day to see if he would call me back. No phone call... I posted on GMC's FaceBook page that I had not heard anything and then the dealership called. He told me they had it 75-80% done and it should be done Friday (June 17th) by the end of the day, he would call me. Got a call from Guillermo, I told him that I wanted to speak to someone further up the ladder so I could get some resolution to this problem, he said he would do that as soon as the truck was done and back to me so I could see what they would do about this situation. WEEK #4 June 17th - No phone call. I called him around noon to see what the progress was, he said he would not have it done, he would call when he was close. I asked him to please keep me updated so I can make arrangements to get it. We were out of town with the CampingPA.com camper, and would not be able to get it till Mon - Tues the following week. June 18th - Waited till around noon since I know they closed earlier. Called and asked for Jeff (Service Manager) I explained that I am now not only tired of not having my truck, but also tried of not being kept up to date on the progress. Mike called back within 5 minutes and said he told his technician not to hurry and 'take his time o do it right' since I wouldn't be able to get out and get it till Mon - or Tues anyway. I told him that was BS, just get it done so I can make the schedule of when I can get it since I would have relatives coming through on Monday (June 20th) that could have picked it up and then returned the rental. Jeff then called me back and told me he was working on communications from his service advisors in the garage and apologized. I told him it was bad enough it was taking forever with the truck, and I cannot even communicate with them either ! June 20th - Jeff called me around 1:30 and said they had the heads on, and during the test drive they heard a noise on the drivers side. ( I told him it was the same side it was on before too ) he told me it was on the passenger side, but I know it was not. He was going to test it and called me back in a few hours. At 4:45 Jeff called me back and told me the NEWLY INSTALLED head was bad on the one side and they would have to order another one, would take 2 days to get it (June 22-23) and then 2 days to put it on and test it. Now we are looking at June 24-25th for completion and I need to move the camper again on the 24th ! I asked Jeff to keep me updated and that I was very upset with this ordeal. June 20th - I called Mark at Calkins Automotive (the dealer where I bought the truck) and spoke with him. I filled him in on all that has been going on. He said he would talk to his service rep and see what he would suggest doing. I got an immediate phone call from the service rep and his boss offering apologies for all that I had been through. He offered to have the truck towed to Calkins to have the work completed there. He also offered me a large voucher off a new vehicle and top dollar for trade in through Calkins so I would not have to worry about future problems with the engine. The GM customer service rep had also told me he would be looking into getting my expenses covered for the time I was out of the truck. He told me to call him if I decided to do something towards a new vehicle. It is something I am interested in, but I would be asking for additional towards the voucher because of the huge price increase from when I bought my truck in 2008 till the 2011 models, the price increase was almost $8000 alone, it is only fair that it is covered through a voucher as well. I am expecting to buy a new vehicle for my wife next year, and I was not and will not expect to incur more debt because of this incident. June 20th - I called Mark back as instructed to setup the pick up of my truck from Montrose to delivery to Calkins Automotive. When I spoke with Mike at Montrose he said the truck was already ripped apart and he was just waiting for the parts to get delivered. I told Mike that I was planning on moving the truck out of Montrose and he seemed to get upset with me. I explained to him that I was offered a deal from a rep from Calkins Auto, and he said he would be calling he rep. I never heard from him again... Surprised, not really ! I called Mark back and told him there was no sense in taking the truck out in boxes and handing it to his service dept. I told him we should just let Montrose put it together and if it doesn't run right, then we will move to the next step, but I was still considering the trade in deal no matter what happened, he agreed and said he would call his rep and inform him of our decision. June 22nd - I called Jeff again after no phone calls from Montrose. Jeff was not available so I spoke with Mike. Mike told me they did not have the parts yet, but he would expect to have the truck to me on Friday the 24th. I asked him to call me tomorrow and update me on his progress and when he thought I might see the truck. June 23rd - No phone calls from anyone at Montrose. WEEK #5 June 24th - No phone calls from Montrose, go figure. Truck is supposed to be here today... 3 pm - (Actually 2:51 pm) I called service and asked for Mike. Mike answered the phone and put me on hold while he checked the progress. After a few minutes he came back to the phone and told me he still did not have the parts. I asked him if he might have thought that a simple courtesy call would have been to much to ask for. I also told Mike that it had now been an entire month that I was out of my truck... He had the audacity to tell me that the truck might be done if he had a technician dedicated to my truck all day long, there were other people who would come in for service that had to be taken care of... >:-! WHAT ! ARE YOU SERIOUSLY KIDDING ME ! I was very irritated at this point and hung up the phone knowing I was getting no where with this dealership through these connections. June 24th - I called Montrose and asked who the GM was and was told it was Tom Bishop, I left a message for him to call me back since he was not available. He called me back pretty quickly, and asked what he could do. I explained what I had been going through and he said he was going to do some research and call me back in a few minutes. He did return my call about twenty minutes later and asked if I had called Mike or if Mike had called me. I told him I had definitely called Mike because I was tired of sitting here waiting to here something. He asked if I was sure that I had called him, and I confirmed. He said he would call me back in about an hour, and he sent me an email with his direct cell phone number and email address. He returned my call as promised and apologized again. I explained to him that I was hoping Montrose and their GM rep would be able to handle this ordeal for me so I didn't have to go back to Calkins and their rep for satisfaction. He said he would be my point of contact from now on and if I needed anything, I was to call him directly. He said he would be doing some checking on Monday, and he would call me back then. June 27th - I received a message from Tom Bishop of Montrose, and returned his called and left a voice mail. He called me back shortly after that. He said he was still waiting to talk to his rep and that he had problems with his email at the office, he said he received a previous version of this time line on his phone but needed to get it on his office computer. He said he expected to have the truck running by Wednesday (June 29th) and I would have the truck by the end of the week. He told me he would be in touch again tomorrow June 28th with an update. June 28th - Received a phone call today from Tom Bishop as promised. He said he had not received the parts yet for the truck and he was hoping he would get them tomorrow. He said after reading this time line and how everything has transpired he is appalled at how everything has been handled. He promised another update phone call tomorrow to let me know the progress. June 29th - I called Tom Bishop in the morning to see if the parts had arrived yet, he said he was working with Steve Taylor from GM to resolve the parts issue, they were not there yet, and he still guarantees he will have the truck to me on Friday July 1st for me to haul the camper out to our scheduled events. H e will call me back for an update later today. I waited till 4:30 and had not heard from Tom so I called him and he said there was no parts yet and he had them on the other line and he would call me right back. I hung up and received no phone calls. WEEK #6 June 30th - I called Tom Bishop around 10:00 am again this morning for an update. He said the parts were due there any minute on Fed Ex and that he would have the truck repaired and to me tomorrow in time for my trip. I waited till 2:00 PM and called Tom Bishop for an update. Tom said the parts were not there, he had no idea where they were, and indicated he could not give me a completion date now for the truck. I was very irritated now that this has been strung out over another week, broken promises, no parts, and no truck. I explained to him that I needed a truck to meet my obligations to sponsors on my websites, and he told me just to rent a truck again as in the past. I told him that I did not have one lined up for the weekend since he promised a week ago that I would have it in time. I also explained to him that this is more money out of my pocket to do so, and I need a truck the following weekend starting Thursday through Monday. June 30th - I called Luke May of GM immediately after speaking to Tom Bishop. I was very upset with how things are not progressing and wanted to speak to him about options. I got his voice mail saying he was on vacation, so I hung up and decided to send him an email that he could deal with on his own time because I didn't want to bother him. Five minutes after I sent the email, he called me back and I told him he did not have to do that since he was on vacation, he said it was not a problem, but his goal was to make sure I was happy ans said his offer stands with the $5000 off a new truck. I thanked him for the offer but explained to him that it was not something I was willing to accept due to the amount of expenses I had incurred and the raise in price from 2008 to 2011 ($8000 on SLT Crew Cab with Duramax). I told him the only way I was accepting anything was that if GM would replace the truck and my payoff not increase. I explained to him that my wife and I budgeted our payments to pay the vehicle off this year and buy her a new one last year, so stacking an additional $13,000 in debt on top of my payoff for a new truck was not acceptable. He concurred and said he understood. He said he would be sending the infomartion over to Anthony Pardo of GM so he could start looking at angles to get a solution for me to this nightmare. I thanked him and told him I would wait to hear from Anthony. June 30th - Anthony Pardo called me within minutes of me talking to Luke and said he was working on a solution and he would be making some calls immediately to try and solve the problem. June 30th - Tom Bishop called me a few hours later and said he was contacted by Steve Taylor of GM (Montrose Service Rep) and instructed to find me a rental truck to pull the camper for the weekend. Tom said he was having Jeff get on finding one right away and he would be in touch. After 5pm I called Tom Bishop to see what he found, and he said they had nothing so far but Jeff was working on it. An hour or so later Jeff called me and said he had found a truck for me. It was a Ryder rental Tractor Trailer Cab and that I would need a CDL to drive it... I told him I do not have a CDL, and that would not solve my problems. He said he would continue looking. July 1st - Jeff called me and told me he could not locate any trucks that would haul my camper, and that there was nothing else he could do for me at that point. I explained to him that by canceling my trip for the Fourth of July weekend was very detrimental to my relationships with my sponsors, as well as costing me commission in sales and lost sales and revenue to my sponsors. There seems to be no ownership on their part nor care that I am missing my obligations, and it is all happening just matter of factly for Montrose and Steve Taylor of GM. July 1st - I sent Luke May an email explaining my disgusted and the lost opportunities again this weekend... I explained to him that it was good that GM has people like him and Anthony that understand what someone is going through in a situation like this. There is absolutely no ownership from Steve Taylor or any one at Montrose and all I get from them is lip service and apologies, it is truly a shame that any effort in finding a solution to this is coming from GM reps from an entirely different district than where the problem is occurring. July 1st - Got a return email from Luke May telling me to hang in there, Anthony is on top of things and working toward a solution. He thanked me for my patience and understanding, and said he hopes to know more soon. July 1st - Got a phone call from Steve Taylor - THE FIRST FROM CALL FROM THIS GUY SINCE THIS HAS ALL STARTED - so much for customer satisfaction. Like this guy really gives a xxxx about me or my problem. He said he has received an email from someone, probably Luke and Anthony since there is for sure no one at Montrose who really gives a xxxx. All I got from Steve was the same old, BLAH BLAH BLAH... very sorry for BLAH BLAH BLAH, doing everything we can to BLAH BLAH BLAH ! I mean seriously, why call and patronize me... I need solutions... July 1st - HAD TO CANCEL ANOTHER EVENT - One of the largest weekend for Camping, and I am unable to be on the road promoting and selling. More