I wanted to document and share an experience I had recently with the Beaty Chevrolet service…read moredepartment in Knoxville, TN. I had purchased my 2022 Trailblazer from them back in 2022 and had a pleasant buying experience at that time. I've been to the service department many times for oil changes and routine maintenance, and for the most part I've also had good experiences. But recently the check engine light had come on and so I first took it to my regular mechanic to have it diagnosed. He said the code was indicating the water pump was likely going to need to be replaced, and that this was a big job and an expensive job, and he said it's still under the drivetrain warranty. So his recommendation was to bring it back to the Chevy dealer, which is what I did. I made an appointment and dropped the car off and was assigned a service advisor named Kane. I had a pleasant conversation with Kane when I dropped off the car and let him know that I wasn't in a rush to get the car back but I would like him to keep me updated on it. A week later, I had not heard anything and so I texted the number that Kane sent to me to ask for a status. I didn't get a response, so a couple days later I called the number and asked to speak with Kane. I was transferred to his line and left a detailed message on his voice mail including my call back number. I got no call back, so after a week I called again and explained the situation to another advisor. He said he wasn't sure why Kane wasn't responding, but that he'd route me to Kane right away. Unfortunately, that transfer again went to Kane's voicemail, and I left yet another message for him that went unanswered. The next day was now September 16, which was more than 2 weeks since I dropped the car at the dealer. I called the switchboard operator and explained that I am having an issue with an employee named Kane and I needed to speak with his manager. I was put on hold for several minutes, and was surprised when Kane answered the call. I told him who I was and reminded him that I have left a few messages for him regarding my car. He immediately went into a rude, and even belligerent status, and started telling me that he texted me a week earlier to pick up my car (which was not true) and that I needed to get there and pay the 200 dollars and take the car. I told him that I received no phone call and no text from him and asked him what was done to justify the $200 expense. He said that was the diagnostic fee, no issues were found and they turned off the check engine light. I feel it is unacceptable to charge 200 dollars to simply turn off the light and I'm certain this issue will resurface again; most likely after the warranty period expires. Kane then very rudely reiterated for me to pick up my car, pay the bill and then promptly hung up on me.
Wow, that is not the type of service I ever want to experience again. Not ever, not from any company. I contemplated refusing to pay that bill, but it's probably not worth 200 dollars to immerse myself into additional unwanted drama. I will never be back to Beaty Chevrolet for any reason. Not to purchase a car, and definitely not for service. The fact that the manager didn't want to hear from me and routed my call back to the service advisor is also unacceptable. If a company has an employee that behaves that way, a leader of the company has to deal with those situations. It's not fun to hear from clients that are unhappy, and it's not fun reprimanding employees that are not meeting the company standards, but it has to be done. I will share this experience with as many review sites that I can.
