"Service on Pontiac 2009 G6 on 10/12, and 10/16/16"
- kathleen Ann Montagnino-DeMatteo
Monday 10/12, My Appt was at 10:20...
.It was a holiday, many 'drive ins' , no appts. Service representative Nestor was unaware of holiday and the overload of customers. Vague interest in my concerns and inability to understand, aloof in demeanor.
Service for Pontiac 2009 G6.....Disappointing the manner in which Nestor communicated with me and length of time, 5 hours it took to diagnose the problem with my car on 10/12. Refusal to use my Extended warranty , in conversation with other technicians and dealerships the diagnosis and solution could have been remedied quicker and with 'extended warranty'. I had to leave the car until mid day on Tuesday for pickup. Insurance claim had to be made and I still have not heard from the Allstate claims department. The cost of the repair was $667.00 which I had to put on a credit card with no 'discounts' given to me when I initially shWowed Nestor the coupons sent to me from Schumacher. We are a GM family and I have been doing business with Schumacher on Okeechobee for over 20 years, owning SAABs and Pontiac. When I asked Nestor for a copy of the service bill, he "told me he couldn't give me a copy".....so I took the original from him and went into the showroom, knowing that there are 'copier machines in the showroom, and I saw Clay and told him the situation about Nestor and that he refused to make a copy of the service bill for me. Clay made a copy and faxed it to Allstate. I spoke with Clay and vehemently told him that he 'should address the deficient demeanor that Nestor has with communicating with me. I feel strongly that his communication needs much improvement, especially when dealing with females. His attitude was insensitive, and his position is 'too comfortable' for him.
I asked Clay, manager, to intervene, he was very busy, and I feel did not entirely understand my situation and help with resolution.
BUT he tried to talk me into not extending the warranty in the future, because as he said, 'the parts are unavailable'. I only have 43,000 miles on the 2009 Pontiac G6. I had spoken with Matthew Seidle about extending the 'service warranty when it expires 9/2017, he gave the Service pamphlet, and was pleasant.
Clay, in was deficient in understanding my concerns. Both Clay and Nestor kept suggesting I take the shuttle home and they would call me when car was diagnosed and ready. Also I asked Nestor to reinforce the ONSTAR mirror, which has had many reinforced requests since it was reinstalled over 4 years ago.
IMMEDIATE attention and careful observation of the service personnel. Staff development, ahd professional courtesy for customers should be improved!!
Service 10/15....No answer at noon in Service!!
.Called Eric Doering, showroom representative that sold me the 2009 Pontiac to request if Service was open because I had an emergency concern with Onstar mirror falling off. He checked and said Service was opened until 3 PM.
Drove to Schumacher for Emergency service due to faulty ONSTAR mirror hanging from bracket, and I was unable to attach it....Bob Jenkins was available to assist me, fully understood my concern and mirror was replaced..It had been reinforced with black tape and glue on 10/12 as I asked for it to be reinforced...SHABBY!!!!way to reinforce a mirror, a liability on Schumacher's part. and certainly put me at RISK for having an accident while driving. The tape was attached to the mirror when it fell off the bracket. Again, a liability for Schumacher and putting me at risk!
Apparently, when Richard Lingman,' former manager for accessories' ordered and reinstalled the mirror, it was an 'off market' mirror, according to 'Mike' the technician today, who recognized my car and me and remembers the upgrades of leather radio, and Onstar mirror (which was never able to unlock my car or stay attached) since it was installed.
Bob Jenkins asked Mike to replace the ''off market mirror' today with another common type mirror.
This situation with the 'off market mirror' has been a 'nemesis' for over 4 years and Schumacher has deficiently attached it and consequently causing me and themselves to be a liability while I am driving.