To whom it may concern,
My name is Heather Young/ Cabello and my husband is David Cabello. And on July 15, 2019 my husband brought my 2009 Chevy Colorado to Phillips Chevrolet in Lansing, Illinois. The car was towed there because it would not start. After a few days they diagnosed my vehicle with the main harness wires needing to be repaired as it had been chewed up by rodents. After hearing this news, I filed a claim with my insurance company, and they approved the work that needed to be done. Once the main harness wires were replaced Phillips Chevrolet called and told David that the car would need to be reprogrammed and that they were sure the insurance company was not going to cover that, this was what they were working on so they needed an answer now to continue working. We asked them to please proceed. I never contacted the insurance company for the reprogramming and Phillips never contacted the insurance company to see if they would cover the costs for reprogramming the wires that were just installed. Phillips Chevrolet stated they had many cases they dealt with regarding the insurance claims.
My husband and I called a couple different times and spoke with the mechanic Jordan. Jordan always gave us updates about our truck and we thought we had a good line of communication. Jordan called July 25th or so to inform us that the truck was ready, and we informed Phillips Chevrolet that we were waiting on the check from our insurance company.
On Monday, July 29 my husband picked up the truck from the dealership. Upon arrival the truck did not start in the parking lot and needed to be jumped. Once the truck was running the check engine light was on. I had no issues on my vehicle until it did not start one day, due to the wires being chewed up. The tachometer was the only thing never working on my vehicle. After completing re-wiring on the vehicle and spending $2400 I would have assumed that they would have checked fuses in the fuse box to ensure that everything was running properly. They had over eight hours of labor time included on the invoice; never once did someone check the fuses to see if they were blown? My husband making the decision that the car should not have been dead at the parking lot when he picked it up decided not to keep our vehicle there to continue to be serviced on.
They did get my car running but it ran very poorly. Never once did they advise or acknowledge the concerns of the check engine light. Phillips Chevrolet never gave my husband a direct answer to why the check engine light was still on after spending all this money. Why on the several phone conversations was the check engine light never addressed previously? I would’ve had those issues fixed. We might have said that we don’t want to incur any more out-of-pocket expenses but that gives them no right to give me my vehicle back with lights on as well as the entire job not complete. As well as not notifying us that the check engine light was even on or what codes they were for. Jordan at Phillips Chevrolet informed my husband that he had no contact with the insurance company, not even an email to submit the final paperwork. I did email my insurance agent who gave me the contact info to forward over. Phillips Chevrolet of Lansing informed me that the claims adjuster was very rude and short with them. Also, that the adjuster left no contact information for the mechanic to send the information that was needed.
My husband made the right decision and drove the vehicle to our home after he felt that this company did an incompetent job. He checked what codes the truck was reading. It stated that there was a misfire. He went to the store and bought new plugs and put them in. The truck still gave the same codes, that is when we called Goldie’s in Beecher.
Goldie’s told us that we were running on four of our eight cylinders because there were multiple fuses blown. Goldie’s also informed us that it would need an oil change because half of the engine was not running and it was filling up with gas, so the gas oil ratio in the engine was not correct.
Goldie’s informed us I’d we had continued to drive it for a long amount of time I could have blown up the engine in the truck. They replaced multiple fuses that needed to be replaced, which is also why the air conditioning was not working in the truck. Who would’ve thought that you would’ve had to check all the fuses in the vehicle after re-wiring and re-programming the entire truck! I’m not sure how much work needed to be done inside the vehicle, but the interior of my vehicle was absolutely disgusting. It seriously looked as if they took oil and sprayed it to the roof interior of my truck. This vehicle needed to be detailed and scrubbed, bad.
As of now everything works beautifully in the vehicle, except the tachometer, of course. With actions speaking louder than words, as of now obviously the main harness wire in the truck was hooked up correctly. My 2009 Chevy Colorado had several other issues that were never addressed before picking up the vehicle from Phillips Chevrolet of Lansing or making payment to the company. We spent $2400 at Phillips Chevrolet along with $100 at O’Reilly’s for the plugs and another $240 at Goldie’s for fixing up the mess ups. Then I spent another $140 on detailing the interior of my car.
I’m not sure how this situation could be rectified considering I am supposed to trust this company with my vehicle that I trust my life and my family’s life with. I am supposed to trust that they installed the main harness wire of my vehicle correctly but could not check simple fuses! I filed a complaint and made a post on Facebook because I believe that people should be aware. There are many people that are taken advantage of and screwed over on a daily basis and a lot of people do not have the voice and courage enough to speak up along with the time and effort to be able to see it through to the end. I am spreading the word about how disgraceful, unprofessional, incompetent that this company was to have called me to tell me my vehicle was ready when it wouldn’t even start in the parking lot. I find it very horrible that we, as a society, have to depend on and trust in mechanics at dealerships.
I have five Chevys in my driveway and never in my life have I ever experienced such carelessness about a vehicle that I invested so much in. I just don’t understand how the invoice could state they checked my fluids but not the fuses or relays. Then for your company to comment on BBB and state that you did not know what the previous conditions were. Jordan took the time to listen but he did not document in the files of the condition of my truck, so again with the lack of communication, because of him not documenting means you can give me back my truck in any condition you seem fit as long as it was running. Your response also stated that the invoice states running poorly, aren’t you the mechanic should you have not told me why it was running poorly or why the check engine light was on?
I am attaching the invoice from Phillips Chevrolet, Orielly’s Auto Part store, and Goldie’s for your viewing. The invoice from Phillips has name and address misspellings along with the wrong email address. Communication is very important. I filed a complaint with corporate twice already and they don’t seem very motivated to do anything. So, I filed a BBB report as well as made a post of social media. My insurance company paid my claim as well as a supplement for Orielly’s and Goldie’s because obviously they knew that your service that was provided was not completed properly.
I appreciate you taking the time to listen to my situation as it has been very stressful. There have been a lot of things and situations that have been out of my control. Life is not fair I don’t expect it to be but when you pride yourself as a company on positive customer experience then actions should show otherwise.