The service department gave me the worst "service" I have ever experienced.
Went there to see how much it would cost me to have my cars ECM updated to correct a known issue and to fix a noise coming from my steering/suspension system. After trying to belittle me about the update and telling me he's unfamiliar with what I'm asking I gave him the TSB (service bulletin) number concerning the issue and miraculously, without looking- quoted me on the cost of the update and asked for the keys so they could see what was wrong with the steering/suspension. At this point he had not mentioned any type of charges or fees that would be incurred, and I was operating under the assumption they were going to check the car and tell me the cost of getting it fixed. Had they told me there was a cost associated with telling me how much it would cost me to have the problem fixed, I would have politely declined and taken it to my normal mechanic. I was only there instead of my normal mechanic to inquire about the cost of the update which is beyond my mechanics abilities.
After a couple of hours he speaks to me about my car, proceeding to tell me they flashed the ecm to update it, and that my left and right lower control arms are shot and that it will cost 1k to fix and asked if I would like a loaner vehicle while they repair it for about a week. I decline and he gives me a bill for 200.00+ for the flash and diagnosis.
Confused, I question the charges and explain I was only there for an estimate. He proceeds to tell me I agreed to have the ecm flashed for $100, and that the diagnostic fee was discussed and agreed to before giving him the keys. This was false and the only mention of money was the $100 for the flash, and it was only mentioned once- and that was pertaining to how much the flash would cost. I tell him I never authorized the flash, or any fee for diagnostics for that matter. I was only there to see how much it would cost. He then rudely replies "well that's how much it's going to cost to get your keys back." I ask to speak to a manager and he says "ok" and leaves. He comes back a few minutes later and leads me to the managers office.
The manager, having already been told of the situation by the technician who claimed I okayed the charges ask me how he can help. I explain the situation, which during the entire time the technician stood there listening in and giving his input about "what really happened". Stopping short of calling him a liar, I reluctantly said there must have been a miscommunication between us. He then proceeds to say in fine detail how I authorized the pcm flash at the given cost, and furthermore agreed to the diagnostic charge subsequently given to me. At this point I know there was no miscommunication or misinterpretation on his part, as the story as he is telling it is blatantly different from the conversation that actually occurred. For instance, his reference that after I okayed the $100 ecm to be done, I was told it would be $100 more to diagnose the clunk and I authorized that as well. The term "$100" only came out of his mouth ONE time.. in reference to the cost of the flash. At no other point in the conversation was any other mention of money brought up, nor was there any mention of the words diagnostics, fee, or anything of that nature.
The service manager offers me a discount, and offers to void the diagnosis fee. When I explain that I was there only to get the costs that will be associated and that I wasn't prepared to pay anything at that time, he offers to have someone drive me home or to the bank to get the money, and then offers me a credit application to apply for a credit card for him to charge. I explain I'll just come back when I get paid to pay them and get my car back. He tells me I can leave with my car and to pay him when I get paid.
I get my keys and leave. I go to my mechanic the next day and he looks at my car without charge, as usual. He then shows me the issue: a BOLT HAD COME LOOSE and had worked it's way out so far that 80% of the bolt was showing, and only a half inch or so was keeping it from falling out COMPLETELY. Had the bolt fallen out it would have caused complete loss of control of the vehicle.
He drove the bolt back into the frame and tightened it and told me the control arms were in perfect condition and that the bushings had been recently replaced even- which was probably when the bolt failed to get tightened properly.
After tightening it, he re-checked over everything and told me the car was fine now. When I asked how much my bill was, he laughed and said he wasn't going to charge me for tightening a bolt. I left dvd the car drives like it's brand new. No more clunking or erratic steering or anything out of the ordinary.
The parts brondes told me needed replaced were in perfect condition. I'm appalled they consistently lied and even more so that they allowed the safety of my family and I to be so seriously jeopardized merely over a loose bolt. read more
