A dreadful and disappointing service... - thammons08
A dreadful and disappointing service experience
TL:DR
-Abyssal follow up and communication
-Mischarged parts
-Promises not kept
-Questionable Honesty, (they tried to charge me diagnostic labor because Ally wouldn’t pay it due to lack of support)
Details of the timeline:
Week 1
October 30th – I bring my 2014 Chevrolet SS into the dealer for 1.)Coolant flush 2.)Keyfob concern 3.)Static over radio when defroster is on. My advisor was Max, who was very pleasant to talk to when I could get ahold of him
Update later that day, he requests my Ally contract information (Extended Warranty), he also indicates that the Tech found that the Module had a loose ground which caused it to short out and that 1 key fob was bad, the other simply needed a battery.
November 2nd – Max texts and lets me know that parts are on the way, he also let me know that Ally covered the module and the bad key fob, but that Ally will not cover diagnostic charges. I acknowledge, but decide to investigate. Why won’t they cover the diagnostic time?
I call Ally Customer support – Specifically for details on my contract, are diagnostic charges covered? The rep responds with “Ally covers any reasonable and supported diagnostic time claimed.” So I inquire further, what did the dealer request? “They submitted for 1 key fob .4 diagnostic time and .4 to replace the fob, as well as 3.0 hours diagnostic time to determine the antenna(amplifier) module was bad and .8 hours to replace, we declined the 3.0 hours as it was excessive vs what they submitted to us.” Oh so they’re trying to pass the buck.
November 3rd – Still waiting on parts
November 4th - Still waiting on parts
November 6th – No parts yet, Module showed up but the parts dept or tech ordered the On-star module, not the antenna module. Mind you this is prefaced my Max with “You going to give me an earful but…” I didn’t, mistakes happen whatever.
Week 2
November 12th – Still waiting on correct module.
November 13th – No module yet, Max assures me this will be “rectified on my end”
Week 3
November 19th – I call twice, Max is not available
November 20th – I call to follow up, again. Max picks up and indicates that the back glass is the root cause of the issue, asks me who replaced the back glass. I obtained this care used in July 2020, it came like that. He said he’ll see if he can get ally to cover it. He said he’ll call Ally right then and get back with me before close of business that day, and that since this is taking so long I’ll be given my car back no charge.
No communication until-
Week 6
December 9th – I text, ask if there’s any update. No response. I call that evening, I am told by a Young Lady that Max no longer works in the service lane (no surprised, was I ever going to get called then???). She lets me know that she has to talk to the service manager and that I can expect a call back shortly.
I get a Call from Darrin the Shop Foreman. Get him up to speed and he indicates that the back glass was back feeding into the amplifier module (but I thought it had a loose ground??), since it’s an aftermarket back glass ally won’t cover it. He indicates that Moran Chevrolet might buy in, I find that highly doubtful. Why would they care?
I request him to get a price quote on an aftermarket back glass and the OEM one. He confirms and lets me know he’ll have a quote by the next day.
Texts me back, lets me know that OEM is the best way to go and the best he can do is $505.38 installed, markets down from $683.87. I call and get a quote from Safelite. They can do the same OEM part installed for $465.00, $495 if they do it on-site at my house.
December 10th, I indicate to Darrin I would just like my car back at this point, I miss the rumble of my V8 and am sick of friends teasing me on how long I’ve been without a car I’m paying for. Darrin says okay then asks if I can wait until 12/14 since the tech working on it is out on medical. I politely insist that I have my car back asap.
He texts me that evening and lets me know my car is ready for pick up. I head to cashier to get the paper work, bill comes to $188.99. Slightly miffed since I was told I wouldn’t pay anything, I agree and review. There is the hour charged out for diagnostic time that Ally refused to cover, I asked for it to be removed it is. Bill is now $140.98. I pay and rush out because I was so frustrated.
December 11th – I review the paper work, I see a cover charged on the coolant flush line, I investigate. It’s a plastic molding cover for a Silverado. But I have a SS why is this on there.
I look over the car, a tech tool is left in my trunk, battery panel still laying down removed, positive terminal under the hood never had the cover replaced and a new scuff on the passenger side trim.
I decide to go to the dealer and speak to the service manager and return the tool. I’m greeted in the lane and explain the situation to a gentleman and ask for the service manager. Service Manager (I think) Tom come up and I explain the tool and mischarge, before I can carry on the conversation, he turns to the cashier and asks her to refund, then quickly run off, no explanation, no apology. I was an inconvenience they just wanted to go away at this point. The $21.99 was refunded
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