Nucar Chevrolet of Woburn - Service Center

This is a letter that was sent to Stephen Lannan 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 purcha 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. More

2015 Impala -dead battery - no start - After getting my 9 month old 2015 Impala (no issues until this one) jump stated by AAA I immediately drove to Lannan on Wednesday AM.with NO appointme After getting my 9 month old 2015 Impala (no issues until this one) jump stated by AAA I immediately drove to Lannan on Wednesday AM.with NO appointment. They wrote up the issues but told me they did not know when they would get to the car as they were booked up with appointments until early next week. I left the car and they drove me home. Received a call on Thursday AM the car was ready and they resolved some type of on board computer issue. They came with the courtesy van and picked me up. Pretty good with NO appointment. The service advisor was Joe. More

Excellent resolution of an unexpected Buick problem Dear Mark and The Lannan Chevrolet Service Team, We would like to thank you and the entire Front Desk and Service Staff at Lannan for outstanding T Dear Mark and The Lannan Chevrolet Service Team, We would like to thank you and the entire Front Desk and Service Staff at Lannan for outstanding Technical and Customer Service on 10/21. Throughout the process, everyone was professional, polite, knowledgeable and skilled in the diagnosing and treatment of the unusual and peculiar symptoms of our 2013 Buick LaCrosse. We especially thank you for working us into an already busy service schedule, for your patient listening to our many questions and concerns, and for your detailed explanations for the only Buick we could see on your property...amazing! Please also thank the gentleman who drives the courtesy shuttle. He was prompt, polite, engaged and engaging, and a very safe driver. Please kindly share this email with your fellow employees and with Management as well. Last, but not least, two of our children and their families are satisfied Chevrolet customers of Lannan Chevrolet, and share our positive thoughts and words with respect to Lannan's outstanding Service and Customer Service! . Sincerely, Ron and Josephine K. More

Poor Service on 2014 Buick Regal I have purchased GM cars for over 50 years. I have been going to Lannan Chevrolet for service for years and was always satisfied until July 28, 2015. I have purchased GM cars for over 50 years. I have been going to Lannan Chevrolet for service for years and was always satisfied until July 28, 2015. My 2014 Buick with 8000 miles is under warranty and had a leak that caused a terrible moldy smell throughout the car. My car was there for three days. The first day no one could find a leak but took the front carpeting out to deodorize it and dry it out. The second day, I was told that they may have to take out all of the fabric on the interior of the car (carpeting, roof lining and leather seats) and replace it. I was told someone would get back to me by 9:00 a.m. on the third day as I had an appointment later in the day and needed a car. No call came and no offer of a car. By 10:30, I had tried twice to get through to service and was told no one was available. After leaving a message for the service manager, I got a call and was told they found the leak in the back taillight. It would be ready in a couple of hours. By 2:30, no call. I called and again could not get through to service. I told the receptionist that I wanted the air filters changed as I had COPD and an allergy to mold. At no time did anyone tell me there was no mold found. When I went to pick up my car, I was charged $41,37 for the air filters. I complained to the service manager to no avail. I would not have needed the filters changed if I knew that there was no mold. Someone should have called me at some point and explained the entire situation. I finally did speak with Chris Proto, the Assistant Service Manager and all issues have been resolved to my satisfaction. More

Incredible service experience Unexpected bearing problem. Told cannot drive car. Part would be shipped express overnite. Car has to stay at shop till repaired. BUT, they took i Unexpected bearing problem. Told cannot drive car. Part would be shipped express overnite. Car has to stay at shop till repaired. BUT, they took it upon themselves to locate part nearby, then repaired my car the SAME DAY! Allowed my son-in-law's family to go on overnite camping trip without delay. What a complete surprise. Service was ABOVE AND BEYOND. Special thanks to Joe A. and all. -Paul G. More

Professional and Friendly I've been to other Chevy dealerships and this one by far has the most friendly, knowledgable, professional and thorough employees. My car was treated I've been to other Chevy dealerships and this one by far has the most friendly, knowledgable, professional and thorough employees. My car was treated as if it were one of their own. The collision and repair shop is outstanding as well! I HIGHLY recommend Lannan Chevrolet to anyone and everyone needing their car serviced or repaired! More

My vehicle was running poorly so I brought it to the service dept. at Lannan Chevrolet. The work that was needed was extensive (water pump, fluids changed, transmission pan gasket and filter, spark plug service dept. at Lannan Chevrolet. The work that was needed was extensive (water pump, fluids changed, transmission pan gasket and filter, spark plugs, and computer updates) but it was completed within the time promised and now my car runs great! The Service Consultant kept me informed regarding progress and price. When I came to pick up my vehicle that afternoon, I met Michael, a salesman, who joked with me about buying a new vehicle. We started talking and we ended up looking at a new vehicle briefly. There was no pressure to buy and I accepted his business card. It is likely that I will buy a new vehicle soon from him. The dealership is clean and renovated with a nice waiting area if you choose to sit and wait for your vehicle. I always choose to go home and wait. More

When someone hits your car, you expect a scenario of nightmares. I could go into all the other aspects of how this was one of the most pleasant and surprising experiences, but lets just talk about Lanna nightmares. I could go into all the other aspects of how this was one of the most pleasant and surprising experiences, but lets just talk about Lannan. First they were pleasant, reassuring, and promised to call That's nice but I have been burned. But they did call a few times with status updates. They handled absolutely everything with both insurance companies. So when they called early to say the car was ready, I was both in fear (oh no, they are done already) and optimistic (they did say they would do x and y). I picked up the car. Perfect. No sign of damage. Better then before I was hit. Perfect color match. They warmed the car up for me, said have a nice day, and we have already called the car rental people and they are on their way. Now I can't vouch for the price as that was all taken care of and I am unfamiliar with industry standard. But quality work. Now that is something so rare and hard to find, I needed to share. More

I apologize, I did not get the serviceman's name. Everyone at the dealership is always friendly and helpful. It started with the gentleman who so kindly directed me to pull up closer to the garage do Everyone at the dealership is always friendly and helpful. It started with the gentleman who so kindly directed me to pull up closer to the garage doors to allow them to open automatically. I was taken care of promptly and efficiently. I was told before hand the cost. Always a cheery atmosphere with folks coming and going--I heard one employee very kindly make an elderly customer feel very special. Thats how it is at Lannan Chevrolet--I always feel special and welcome there. More

Everybody at Lannen in Woburn is curtious and friendly. They try to service your car as quickly as possable. They had to order a part for my door,the next morning they called and said to come in that morni They try to service your car as quickly as possable. They had to order a part for my door,the next morning they called and said to come in that morning. After I arrived it took only a half hour to install the part. I was so pleased with the service. More