My experience with Casey Chevrolet has been an exhausting series of delays, contradictory…read moreinformation, expensive rental bills, and damage to my vehicle that still has not been properly corrected.
Across two visits, my 2019 GMC Acadia Denali spent nearly a month in their care. During the first visit, which lasted approximately three weeks, Thomas Dubois repeatedly gave me different explanations for the delays. That visit cost my family approximately $1,300 paid to Casey and another $1,300 for an Enterprise rental.
When the vehicle was returned, I discovered that the driver's door was misaligned and the chrome trim was loose and hanging. The door was not in that condition when I brought it in. After all that time and expense, I was now dealing with damage to my vehicle and the frustration of trying to get it corrected.
The second visit involved a thermostat repair and fixing the unresolved door damage. I had scheduled the appointment weeks beforehand. On October 2, around 8:30 a.m., I called the service department and spoke with Daquan, who confirmed my appointment was that day at 10 a.m. We discussed the work and transportation arrangements. I called back with another question and a second employee also confirmed the same appointment. When I arrived, Corey told me the appointment was actually October 6. Later, Daquan said I had missed my appointment, despite having personally confirmed it with me.
The completion updates were equally unreliable. I was told the vehicle would be ready Wednesday, then learned it still needed to go to the body shop and would take another two days. Later that same day, I was told it was ready after all. I had to arrange another rental from a separate company while dealing with these changing answers. Although the thermostat repair was covered by my warranty, Casey also requested more than $500 for the deductible and shop supplies.
Mary confirmed that everything was completed and the vehicle was ready for pickup. But when I arrived, the driver's door problems were still there. I got the service manager, general manager, and body shop manager outside to inspect it together. All three acknowledged the damage and the differences between that door and the other doors, including the seams, gaps, alignment, and how it opened.
Only after I pointed this out in person did they take the vehicle back for several more hours of adjustments. The door still is not in the condition it was when I originally brought it in. Explanations about limitations and how much they can adjust do not resolve the problem.
I have asked for compensation because of the repeated delays, rental expenses, poor communication, and damage. My expectation is straightforward: return my vehicle in the condition I entrusted it to you, complete the work you say is completed, and take responsibility when something goes wrong.
After nearly a month across two visits, thousands of dollars in repair and rental expenses, and repeated assurances, I am still left with a door that is not right. This experience has completely destroyed my confidence in Casey Chevrolet's workmanship, dependability, and communication.
