Juan Luna

Chevrolet of Culver City responded

Thank you for sharing this, and since this is on a different platform, We want to make sure the full picture is here as well. When your vehicle was checked in at 7:07 AM, our service drive equipment — which measures tire condition and alignment before any technician touches the vehicle — recorded significant tire wear at that time, before any work was performed. We also documented the tires with photos and video showing exposed steel belting, which is a serious safety concern. That documentation was shared with your boyfriend when he brought the vehicle in, and we recommended replacing the tires immediately, either with us or at one of a couple of tire shops within a block of the dealership. That recommendation was declined. We also want to clarify the diagnostic conversation: we explained that if the transmission shifting issue turned out to be covered under warranty, the diagnostic would be free, but that not all repairs are warranty-eligible, so there's an upfront diagnostic commitment to cover cases where the repair isn't. Given the condition of the tires, we also explained we couldn't safely test-drive the vehicle to diagnose the shifting concern until that was addressed, since driving on tires in that condition carries real risk, including the possibility of a roadside stop given the fire/road-hazard risk from exposed steel belting. Checking and adjusting tire pressure is a standard part of every service visit and is required under California regulations for any vehicle serviced — it isn't specific to your visit, and it isn't an admission that we caused the tire's condition. Based on what we documented before we performed any service, that condition was already present when the vehicle arrived that morning. We also did speak by phone regarding this matter directly. We would also like to address the suggestion that we failed to service your vehicle. We didn't decline to help — we recommended the necessary tire replacement and explained why the transmission diagnostic couldn't safely proceed without it. That recommendation was declined, and the vehicle left our lot in the same condition it arrived in. On the records request: due to California privacy requirements, we're not able to email full service records and can provide them in person once we've verified vehicle ownership. On the video footage request, our policy requires a formal request process for release of surveillance footage, which is standard practice and not specific to your situation. We are glad to speak with you directly about any of this — please feel free to reach out.

Chevrolet of Culver City responded

Hi George, I’m very sorry for the delays, lack of updates, and the ongoing issues with your repair. This is not the experience we want for our customers. I will be touching base with your service advisor, Juan Silva, to review your vehicle’s status and make sure you receive a clear update and resolution right away. Please feel free to contact me directly at cdiaz@chevroletofculvercity.com so I can ensure this is handled properly.

Chevrolet of Culver City responded

Congratulations on your new Chevrolet Silverado! Thank you for choosing Chevrolet of Culver City and for highlighting the great work of Fred and Sandra.