Ron Carter Chevrolet GMC

Ron Carter Chevrolet GMC responded

Mr. Towerton, On behalf of the Ron Carter Dealership in Alvin, I apologize for the unfortunate experience you had while trying to service your 06 Silverado 2500 HD. I have printed, handed your review to the service manager and he has attempted to contact you via a phone number you provided to us. I also apologize for our late reaction to your review, somehow for the last two weeks, your review has been unnoticed until now. I take full responsibilty for Ron Carter not responding quickly to your review and making sure that you will not go unheard. As I'm typing this, I'm not sure if the service manager has made contact with you yet but I assure you, Ron Carter would like to make this right by helping you how ever we can. From the information we've gathered, it appears that you truck might need an oil change, engine cooling system flush, or transfer case fluid change to keep your truck running at tip top shape. If you forgive us, we would like to earn your respect and take care of a fellow Texan. Thank you, Enrique Ramon P.S. Congrats, 12 years in TEXAS!

roncarterfordsucks2 responded

Dear Mr. Ramon, Thank you for responding to my review. The fact that you are two weeks late in responding is perhaps a symptom of the wider problems that exist within your company and its attitude toward customer service. I have been a national sales and marketing manager for three different companies and never would I have allowed my employees to deal with customers in the way I was treated. Steven Busch was genuinely apologetic (I think) but no-one else was at all concerned about my problems. One young lady told me that I was talking to the wrong person since "she doesn't work in the service department". EVERYONE should be working in the service business in your company. I came to your dealership with a specific list of service items, none of which were dealt with and yet now you tell me that while my vehicle was there you determined an entirely different list of things that my vehicle "might" need. Why couldn't your service department spend time fixing the things I asked to be done? Your service manager called today and left a message while I was on another call for my business. I will be pleased to give him a call to discuss my situation and see if Ron Carter Ford genuinely wants to earn my business. Graham Towerton

Ron Carter Chevrolet GMC responded

Mr. Towerton, Here is the situation, Tuesday, our Internet manager got an e-mail from dealerrater stating we recieved a bad review. Since I'm acting Internet Manager while she is away on her honeymoon on an island somewhere, she forwarded the e-mail to me after hours on Tuesday. Wednesday morning, I checked my e-mails and acted on it, brought it up to the service manager who then brought Steven Busch in to investigate the issue. It is apparent that Steven dropped the ball on this one and I really don't what could have caused this. The only thing is that I can do is guess that Steven was thrown off his routine by declining the diagonsis which meant that it skipped a few processes for him. I'm not saying you were at fault, but I believe Steven should have explained the computer diagnosis charges because it is just protocol to say flat out that we will charge you to tell you what we have found. Believe it or not but some people would take the diagnosis and attempt to repair the problem themselves. But what Steven should have explained is that the diagnosis charge is to protect us and in no way would we add that charge to the cost of the repair. To draw it out, what most people think is the following: "Diagnose Charge" + "Repair Estimate" = Total But in reality, its more systimatic: IF you accept the repair estimate, "Repair Estimate" = Total If you do not accept, "Diagnose Charges" = Total Lastly, Mr Towerton, about what you vehicle "might" need. I felt that you might have already gone somewhere else to fix the issues you came in for so after looking at the milage on your truck, I saw our system suggesting to have a few things done at those miles so I figured if you haven't already done the suggestions we would like for you to come back to prove ourselves. Again, I apologize. I only ask for two things. 1. If you have not gotten the repairs you came in for on your Silverado, by all means, we would like to make you Completely Satisfied. 2. I would appreciate it if you could edit your review based on your experience going forward. Thank you, Mr. Towerton, and if you need to call any of us with any questions or concerns. Larry Volkman (Service Manager) 281-388-8181 and myself Enrique Ramon ( IT Director ) 281-388-8080 are here to help. Thanks again, Enrique Ramon

Ron Carter Chevrolet GMC responded

After giving Mr. Volkman a followup on our conversation, he reminded me that he does not run and hide. Another words, if you need to reach him, call him directly at 832-731-1624. Thank you, Enrique Ramon

roncarterfordsucks2 responded

Mr. Ramon, I appreciate your efforts to follow up further. I have not conducted the repairs elsewhere, nor have I attempted these myself. It is inconvenient for me to travel elsewhere for the repairs as your dealership is the closest Chevrolet service center. I normally have my vehicle serviced at Firestone for basic service items (coolant, oil change etc.) since I can be in and out quickly on these items. They actually performed the diagnosis on the engine which told me that the #6 glow plug needed replacement. I actually told Steven that I had already had the engine diagnosis done elsewhere (which they charged me for in addition to the repairs) so I told him that I wanted the glow plug changed without needing a further engine diagnosis. Steven explained to me that your company wouldn't accept any liability if the change in glow plug did not rectify the service engine fault and I accepted your company's position on this. I think I also signed some paperwork accepting this point. That's why I don't believe there's any excuse for Steve's confusion about me not needing the diagnosis. I am prepared to bring my vehicle back to your dealership for the service items I originally requested. Here's my definition of what will make me Completely Satisfied: 1. When I log in to book the service and I get an automated Email from your company stating that your service manager will call me, I expect a phone call. I did not receive a phone call previously, despite two Emails stating I would get a phone call. 2. I don't want to hear any lame excuses that when I make an on-line booking that this is just putting me in the queue for a discussion with the service manager. A booking means that my vehicle will be serviced within a reasonable time of when I make my appointment. Not some time later that day or the next day or a week later when your service people finally figure out that my car is there for service. 3. Your company will give me phone calls after I leave the service center to confirm the costs for my requested service items (as I requested during my last visit) and I expect to receive these phone calls so that I can confirm the work requested is within my budget. 4. Your company will give me a reasonable estimate of the time when my vehicle will be ready to pick up with the work completed. 5. When I approach the desk for service, or ask a person in your building where I might find my service manager, I don't want to hear "we don't know", "we don't know when he'll be back from lunch" or "I don't work in service" or spend time standing at the desk waiting 10 minutes for someone to find him. It can't be that hard to know where your service managers are. Those are my conditions for accepting your request for giving Ron Carter a second chance to service my vehicle. As for my changing my review, that's up to your team to determine how I feel when I next visit. You may pass this on to Mr. Volkman as the basis for our discussions tomorrow when I call him.

Ron Carter Chevrolet GMC responded

Mr. Towerton, Printed you message and gave it to Mr. Volkman. He agrees to your definitions and he would like if you spoke to him directly. When you are ready, Please call him on his cell phone (832-731-1624) so he can make sure he will be here when you arriave. Thank you, Enrique Ramon

roncarterfordsucks2 responded

The visit went a lot better this time. Thank you. I will post an updated review.