This review is for the Service Center. Sort version: I took my car in with an annoying issue, and they returned it to me with a serious issue and refuse to take responsibility.
Long version: My air conditioner on my 2015 GMC Terrain with 32K miles stopped working, so I took it to an independent shop. They told me it was the evaporator, but since my car is under factory warranty, I should take it to the dealer because it should be repaired for free. I called Heritage and made an appointment, telling them about the evaporator at that time. At my appointment, they told me they were going to put dye in it to look for a leak. I explained that this had already been done and no leak was found. They said they wanted to check in case the first shop didn't put enough in. Sure enough, no leak was found, so they told me nothing was wrong and had me take my car home. Of course, the air still wasn't working, so I called them back and took it back in. What do you know!?! It IS the evaporator after all! (Duh.) They fix it. Wonderful. Then, I get a call that "as we were driving it around to make sure it is fixed correctly, we noticed it was pulling to the left. Was that happening before?" It wasn't. They asked if it could have been pulling slightly and I didn't notice. I said I suppose that's possible, but I got an alignment in March and haven't had any more issues. They ask if it has been in an accident. Yes, October of 2015. They insist that that's the problem. The accident from a year and a half ago. I know that's BS, but go pick up the car to see it for myself. It's pulling by at least 30 degrees- so badly that the traction control light is on constantly. I take it back immediately and say there's no way it was even close to that when I took it in. I get a blank stare. I stare back. Finally, she says "well the evaporator isn't anywhere near the suspension...so..." and I say "so the alignment just magically threw itself out that badly? I find that hard to believe." Then, I talk to the service manager, who won't say anything until they look at it. I make an appointment to come back, because of course they can't look at the problem they created immediately. That same day, I took it back to the first repair shop, where they confirmed that there must have been a considerable incident, as it couldn't have gotten that bad overnight without an outside force. I went back to Heritage to my appointment this morning and after waiting 2 hours with no information, I go up to the desk and ask for an update, where I was told it would be nearly $450 to fix. I said, "but the problem happened here. Are you telling me there's no way something could've happened? I understand it might not have happened while the car was opened up, but maybe when it was being moved around the property? Someone could have hit a curb by mistake? I'm not trying to be difficult- mistakes happen- I just need my car working properly." She says "No, ma'am, that's impossible. We didn't move it around the property." First of all, nothing is "impossible." Improbable, sure. Impossible, no. Secondly, YOU TOLD ME YOU WERE "DRIVING IT AROUND" TO CHECK IT. I pushed more and was met with more blank stares. In the end, I had a screaming baby and NO desire to let these people anywhere near my car, so I left, and took it to the honest repair shop who has been assisting me every step of the way. Scott's Automotive in Forney will be cleaning up these people's mess, and I urge everyone to do business with them. They have been helpful, honest, and forthright, even when I wasn't paying them and they didn't have to. read more