Thank you for your response, but I must respectfully - Sheena G
Thank you for your response, but I must respectfully clarify several important points that were overlooked or misrepresented.
First, the only reason the $225 charge was adjusted is because I spoke up and questioned the pricing. There was no proactive transparency or explanation offered—only silence until I pressed the issue. I clearly stated that I did not authorize any additional work beyond the oil change and that I would return to pick up my vehicle. Despite this, the services were performed anyway, directly against my explicit instructions. This is unacceptable and raises serious concerns about your business practices.
You stated that supporting documentation was provided, but the intake photos were incomplete—they only showed a portion of the front driver side wheel and window. The photos failed to include any images of the rear driver side wheel (where the caps are now missing) or the bottom of the front driver side door and running board, where new damage was discovered after service. The video sent was a low-quality recording of a video, not clear surveillance footage, and it offered no definitive insight.
You also failed to address the fact that I explicitly told your advisor not to perform the services, yet they were done anyway. At that point, I felt forced to pay for services I did not authorize just to avoid further conflict and inconvenience. That is not resolution—that is coercion.
The tire rotation was done poorly, leading to noticeable shaking at highway speeds, and I had to seek assistance elsewhere to correct it. I also now have to replace missing wheel caps, which were present before my visit and are now on backorder—causing further unnecessary cost and frustration.
This experience has been extremely disappointing, from the lack of transparency and consent to the poor quality of service and follow-up. I expected more from a dealership and its management team.
I’ll be sharing my experience publicly so others can make an informed decision about where to take their vehicles for service. -Sheena
>>>A snippet of my initial review & Capital Chevrolet response: due to not being able to reply:
I am writing to formally express my dissatisfaction with the service I received at Capital Chevrolet. This experience has been one of the worst I’ve had when dealing with a service center, particularly as a woman navigating the often frustrating issues of unclear pricing and lack of transparency.
I scheduled an appointment for a routine oil change, which, according to my coupon, included a complimentary tire rotation. An hour after dropping off my vehicle—a 2019 Buick Envision—I received a call from the service advisor, Astrid Ramirez-Lopez. She informed me of additional services, including an oil filter and air filter, totaling nearly $160. When I asked for the total cost of the oil change, I was told it would be approximately $225. I was shocked. Even with inflation and dealership pricing in mind, this quote was excessive. In my opinion, anything over $150 for a standard oil change is price gouging—especially on a non-luxury vehicle.
Capital Chevrolet (Owner)
5 hours ago
Hi Sheena,
Thank you for taking the time to provide your feedback. We understand how important clear communication and proper vehicle care are, and we appreciate the opportunity to address your concerns.
As discussed with our management team, your bill was adjusted, and supporting documentation—including intake photos and video—was provided to clarify the condition of your vehicle upon arrival. We strive to ensure all services are performed accurately and professionally, and we’re glad we could provide clarification and support regarding your experience.
We value your business and hope to continue serving you in the future.
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