Visiting North Olmsted 10/12/19 lost my power steering. Had my 2010 GMC Savana Van towed to Pat O’Brien Chevrolet Westlake for diagnosis and repair. Being Saturday I knew nothing could be done until the following Monday. I informed the service advisor Phillip Ftitz that I was from out of town and if possible get me back on the rode as soon as possible. Led me to believe it wouldn’t be a problem and should be on the road Monday night or latest Tuesday morning. I agreed and authorized repair. Received a call from Mr. Fritz with an estimate of $3,500.00 for the repair. I knew this was high but really had no choice. Being from out of town it wasn’t like I could call around to get a better price and have my van towed to that place? My thought was adding up the cost of tow, motel, car rental, and extras would surely reduce or zero out any savings. So I verbally authorized repair. I received a call late Tuesday that said my vehicle would be ready by 5PM. When I returned home I visited several GM Dealerships in my area to review my invoice. I was shocked to hear what they had to say. They all told me they use Alldata estimate software when putting together estimates for repair work. Taking just labor cost, Alldata $708.60 worse case $1,101.00. Pat O’Brien $ 1,723.00. Internet pricing for parts any where between 20-40 percent less for OEM replacement parts. Don’t know markup on parts at this dealership but have to believe it’s high. After gathering this information I called Pat O’Brien service department and spoke with Chris the service manager. I asked him to review my invoice and check it for mistakes. I gave him the information I had and mentioned Alldata and he told me they don’t use that estimate program. He promised to get back with me But Never Did. It’s been five weeks now and still no response! I’ve since done a review on Google and sent in the customer satisfaction survey and let them know I was UNSATISFIED with my visit. To date, still no response.
My only conclusion is that at Pat O’Brien is not committed to customer satisfaction.
One last comment, when I Came to pickup my vehicle requested to speak with the mechanic and service advisor. It was odd they were both unavailable? I also requested to see replaced parts which were also unavailable?