courteous, professional, and completely dismissive of my initial concern. A detailed synopsis of events are; My 2011 Buick Lacrosse CXS over-heated, I took the car to Pep Boys, who did a diagnostic ($39) and reported to me that an Intake Valve was leaking which they could not repair. Upon learning that, I assumed that since it was an internal engine issue, that I should take the vehicle to the GM experts. I proceeded to take my car to Ourisman Chevrolet Baltimore, 6633 Security Blvd, Woodlawn, MD. I informed them at the time of drop off what Pep Boys diagnostic ($163) had found, and they informed me that they would perform their own diagnostic at which time I asked for a FULL Maryland State Inspection. They called me and informed me that the car had a busted water pump, thermostat valve and that the serpentine belt needed replacing at a cost of 1588.00. I instructed them to proceed. Upon completion of said work, they called to inform me that the repairs had been done BUT that I had an even worse issue, either a blown Head Gasket or Cracked/Warped Cylinder Heads. The cost to repair 6300.00. I was flabbergasted and questioned why they had not checked for that initially. After research and contact with other repair shops, Jerry Chevrolet, Pep Boys, Royal Auto and performing my own research, it became obvious to me that REDUNDANT or UNNECESSARY work was performed. In speaking with Ourisman Chevrolet Service Director, this understanding became even clearer. The Service Director clarified for me the exact nature of the work performed. The water pump, thermostat valve and overflow container were leaking. Which beggars the question, if ALMOST every COOLANT part is leaking, why not double check to ensure the Head Gasket isn’t? The service director, portrayed to me that it is near impossible to know if a head gasket is leaking, but again with diligent research I found this portrayal not be true. Signs of a leaking head gasket are, white sweet smelling smoke from the exhaust which I had, fouled spark plugs, bubbling in the coolant tank, coolant in the oil tank and visual leaking if external and again the fact that all other coolant areas are leaking. What's the big deal you might ask? Here's the BIG DEAL. 1. If a head gasket/cylinder head needs to be replaced, then the cost of replacing the water pump, thermostat, and serpentine/drive belt are greatly reduced in labor as the engine is already out of the car and access to the necessary replacements are easily and readily available cutting drastically the time to replace them. Ourisman service rates 150.00 per hour. EX: Serpentine Belt for my car is approximately 71.00 at Jerry's Chevrolet, if installed with the water pump the installation of the belt at Jerry's Chevrolet is free and you only pay the part price. IF installed by itself, the cost inflates to 400+ dollars. Same goes for the water pump and the thermostat as well. 2. If the cylinder head is warped/cracked/ ruined, then a new engine may be necessary at which point, the water pump, thermostat and belt are COMPLETELY UNNECESSARY. Now back to the original concern, the cost to me was 1588.00. The water pump at Jerry's Chevrolet is 162.00, Thermostat and Gasket 75.00, Serpentine belt 71.00 for a grand total of 308.00. Therefore, I was charged a WHOPPING 1280.00 IN LABOR COST. Now if this work is done with the Cylinder Head, the labor cost is nominal. The solution as suggested to me by the Service Director get a new/used/re-manufactured replacement engine at a wait for it..... 8500.00 cost and if I did that, then he would work with me on the extraordinary labor cost on the back end. Complete DISMISSAL of the REDUNDANT/UNNECESSARY work already performed, no relief, no reduction, just oh well what is done is done. So basically Per Ourisman, my only option is to add 8500.00 worth of work to and already OVERLY INFLATED 1588.00 worth of work to bring my grand total... again, wait for it.... 10,000.00 on a car worth about 7200.00 KBB. Mind you, Jerry Chevrolet another GM Certified Shop would have charged 1330.00 for same work, Pep Boys you ask, 933.00 for same work. Royal Auto 850.00. Ourisman Chevrolet 1588.00. In conclusion, MY ISSUE was the initial cost, The Service Directors SOLUTION was too actively and aggressively ignore that concern and discuss ad infinitum the options between a 6300.00 repair costs for a possible cracked/warped cylinder head or an even more expensive option of total engine replacement at a cost of 8500.00. It felt kind of like someone kicking you in the groin and then when you angrily comment changing the subject to your house being burglarized. I will be posting to youtube, facebook, and other social media platforms my disappointment. I will be filing a complaint with the Better Business Bureau and the Maryland Automobile Dealers Association of which I had delayed doing in hoping that Ourisman would respond to my initial complaint more pro-actively.