Almost two months ago, I went in for an oil change and tire rotation, with an appointment, which was meant to be covered by my purchase agreement. I mentioned an issue I had every now and again with the theft deterrent system in the car, expecting it to be included in the inspection that is always performed at oil changes. No one had mentioned anything different and I had not signed anything authorizing extra service on my car. Instead, they contacted me hours later saying they had not even looked at my car yet and were going to have to keep it overnight to look at the next day. When I said I needed a way to get to work, they offered a rental but could not tell me if it would be covered by my warranty until after they performed diagnostics, which couldn't even occur until tomorrow, which was the whole reason I needed my car back that day or a replacement. But still they couldn't tell me if they could get me a vehicle at no extra expense.
The next day (day 2), they sent me diagnostics in a link, however the interface was not user-friendly and I couldn't see everything at once. I still didn't know if everything was covered, and I couldn't see the next charge until I accepted or declined that piece of service. I got off work a bit early and called them at 5:20 PM with no answer.
The next day (day 3) they texted saying they couldn't have answered as they closed at 6:00 PM. I mentioned in text that I had called before then but they had no response to this. I also mentioned that I'd have to call to speak to someone as I didn't under the inspection interface and needed help understanding what was actually wrong with my car. I sent a text stating I didn't need any fixes that were not covered by my warranty as my warranty was supposed to cover everything, and they said my car would be ready to go that day. When I called and finally got the mechanic on the phone, they said the inspection wasn't covered as there was nothing broken in my car and there were no fixes. The item I actually had an issue with was an "aftermarket item" that they claimed they do not sell. I informed them that there must be a mistake because I bought the car that way; they said they don't know what the item was and they don't sell cars with that accessory. I explained again that that could not be the case as I bought the car from them, had gone to no one but them since buying the car for maintenance, and the car had been in no one else's possession but mine since purchase. Without any explanation on how this item, that was not working, came to be in my car, and no fix to this item since it somehow wasn't covered by warranty, I picked up my car after paying $200. I was under the assumption that paying was the only way to actually get my car back. In my eyes, I paid $200 for them to look at my car, fix nothing, lie to me about my purchase experience, and never even help me get to work or their dealership.
When they called for a review, I returned the call and explained why I was so upset. The person on the phone wrote down my complaint, and my experience, and sent this email to their supervisor while I was on the phone with them. They assured me that their supervisor would call me back that day to speak with me and help. Almost two months later, and I've had very little time to follow up, but no one has contacted me via text, call, nor email, despite them having access to all of these options as, again, I bought my car from them. This is the third time (all for separate issues) that I've called Gregg Young Chevrolet, been told they'd call me back that day, and no one ever gets in contact with me again. Since apparently the warranty I pay for is worthless, I would never bring my car back here again. Nor would I ever trust buying a car from them again. read more
