I dropped my vehicle off at 9am on a Friday to have an
oil change (free lifetime), tire rotation and my driver's exterior door handle looked at under warranty. I was told that I would hear from my service
oil change (free lifetime), tire rotation and my driver's exterior door handle looked at under warranty. I was told that I would hear from my service advisor by 3pm that same afternoon.
I received a phone call from my service advisor a little after 2pm, but was unable to answer the phone at that time. I call back no more than 10 minutes later and spoke to a receptionist and requested to speak with my advisor. I was placed on a brief hold while the lady checked his availability. When the receptionist came back, she informed me that my service advisor was with another customer and asked if I would like to leave a message. I left a message. A while later, I still had no received a call back so I called again. I was again informed that my service advisor was busy with another customer. A second message was left. By 6pm that night, I had called a total of four times and left three messages for my service advisor. At this point, the service department is closed for the night and I have no updates nor any idea what was found to be wrong with my vehicle. I had not given any previous permission or received any assumptions that my vehicle would be kept overnight.
The following day, Saturday, I called a total of three times throughout the day but had been unsuccessful with speaking to anyone. The phone would ring continuously then jump back to the initial voice menu. At the end of the day Saturday, I still had not received any information or calls about my vehicle. Sunday, the service department is closed, so I did not even try calling.
Come Monday, the earliest I was able to try to contact the service department was 10am due to being at work. Just after 10am, I contacted Sunset Chevy. I spoke to the receptionist and requested to speak to my service advisor. I again was placed on a brief hold, and when the receptionist came back I was again informed that he was busy with a customer. Furthermore, I then explain briefly to the receptionist what I was going through. She stated that she would be "CCing" her manager on this message so that he is informed as well. I then had to go back to work, with the next time of me being able to check for messages or call again was 3pm that afternoon. This was passed along to the receptionist. When I checked my phone next, I found a text message from my service advisor sent around noon giving me an update on my vehicle. The fact that the vehicle was in the shop going on to its fourth day was not even acknowledged. Nor was the fact that I had left multiple unanswered messages acknowledged. Just information about what was going on with my door handle.
This was when I was informed that it would be covered under warranty, but I would be responsible for a deductible as well as paying out of pocket to have their paint shop paint the door handle. I did my research and found a body matching door handle elsewhere on the internet that I can purchase and install myself for less than what they quoted me to have to pay. I informed the service advisor that I would not like to proceed with the repairs and I would like to pick the vehicle up. This is when I was informed that "since I am not going to go with the repairs, you will be responsible for the $169 diagnostics fee". When I dropped the vehicle off, they told me of this fee. I specifically asked what would make it to where I would have to pay this. I was informed that outside causes to the damages or something the warranty does not cover. At no time was it explained or insinuated that I would have to pay if I decided not to have them repair the vehicle. I felt entrapped. Either I pay for the repairs, or I pay for the diagnostics since they can't get that money from the warranty place. I requested a manager's contact information.
The next day (by time I received this information it was after hours and they were closed) I contacted the manager and spoke to him over the phone. After a round about conversation where I received no answers as to why I had not received any notification or call backs for three and a half days, the manager stated that he would try and make it to where all I have to pay is the deductible. Out of frustration and just done with this whole process, I agreed to this.
The vehicle was not completed until 11 days after I initially dropped it off. Even then, the door handle paint job looks poorly done. The gloss of it is different from the rest of the vehicle, and it doesn’t have the metallic flakes to it like the rest of the paint. When I roll the driver's window down, it can clearly be heard hitting and dragging alongside something. I had contacted my service advisor and still haven't heard back from him 2 days later at the time of this review. At no time during all of this did I receive an apology or explanation as to why it took so long to get an update about my vehicle. I have bought a couple vehicles from Sunset Chevy. My parents have bought multiple vehicles through their life from Sunset Chevy. I have even referred them to close friends and family. After this experience, I will not be purchasing, referring or continue to speak highly of Sunset Chevy. The only time I will be in is for the free lifetime oil change. Nothing more, nothing less.