To whom it may concern:
My name is Paula Harris and I have been a customer of JK Chevrolet in Nederland, Texas for approximately a year for my scheduled oil changes and tire rotation.
I recently made an appointment for Tuesday, August 15, 2017 to have my car checked because I started hearing a noise when I started my car (sounds like it is coming from the Engine) and a "thumping" sound (coming from rear of car). I dropped my car off Tuesday, August 15, 2017 at 7:00 a.m. at JK Chevrolet and asked Advisor Jerron Pastorella to call me prior to making any repairs that were not covered by my warranty and he said he would. I called at 2:00 p.m. to check on the status of my car and the lady that answered the phone told me that my car had not been looked at yet. I told her I would call back in a couple of hours. I called back at 4:15 p.m. to find out status of my car and was told that my car still had not been looked at. I told the lady that answered the phone that I would be there by 5:30 p.m. to pick up my car and drop it off the next morning (August 16, 2017) because that is my only means of transportation and I had an appointment that I could not cancel nor did I have another way to get to this appointment. She told me that if I picked my car up and dropped it back off the next morning that I would lose my spot in the Queue Line and would have to make another appointment with Service to have my car checked which I found not only to be very unprofessional but also a poor example of good customer service seeing as I had already made an appointment that JK Chevrolet did not hold up to, which at that time I told her that I wanted to speak with Advisor Jerron Pastorella, whom which she told me was with a customer and would have to call me back.
About 10 minutes later Jerron Pastorella called me and I explained to him what the lady had told me about the Queue Line and I expressed my dissatisfaction in being informed of this. It was then that he informed me that I did not need to make a new appointment and that I could pick my car up on this day and then return it the next morning, again, without an appointment. I pick my car up on that day, Tuesday, August 15, 2017 at 5:40 p.m. and they had no explanation for me as to why my car did not get checked by a Technician and they were completely unapologetic about it.
As instructed by Jason Pastorella, I dropped my car off the next morning, August 16, 2017 at 7:00 a.m. and actually met with Advisor Jerron Pastorella and he assured me my car would be checked by a Technician and he would call me if any repairs were needed that were not covered by my warranty. I did not hear from Advisor Jerron Pastorella nor any other representative of JK Chevrolet and by this time, it is now 3:00 p.m. on August 16, 2017, so I call to check the status of my car and I am told by the lady that answered the phone, yet again, that my car has not been looked at.
At this point I am beyond frustrated and in complete awe of the lack of customer care/relations with JK Chevrolet and the staff I have had to associate with. Once again I ask to speak to Advisor Jerron Pastorella, but in true JK Chevrolet fashion, I am once again told he is with a customer so I ask to leave a message on his voice mail. He called me back about 20 minutes later, but I am now on the phone, so he leaves a message on my voice mail stating that my car has not yet been looked at, which at this point, I already knew and did not need to be informed as if this was a courtesy call? I try to call him back, but get his voice mail again.........by this time it is 5:00 p.m. and I am leaving work to go to JK Chevrolet. I arrive at JK Chevrolet at 5:40 p.m. and ask for Advisor Jerron Pastorella. He proceeds to tell me that he is very sorry that my car has not been checked (for the 2nd day) and that I am not the only customer that is "unhappy" at this time. I told him that my concern is that by driving my car I might be causing unnecessary damage. He then asked me to give him 10 minutes. I went and sat in the Waiting Area. About 10 mins later he came and told me that he found a Technician and they were going to go drive my car to see if they could hear any unusual noise because we don't want any "unnecessary damage" to occur........which he was being very sarcastic towards me at that time. At this point, the last thing I wanted was to have someone who was "rushed" and not fully detect any issues with my car OR find an issue and not properly repair it (as I am treated with lack of respect and with unacceptable tones) work on my car only to get me off the lot only to have service problems occur after I left.
I told him I wanted my keys so I could leave. We go to his desk in the Service Area and he gives me my keys and tells me there is "No Charge". What would I be charged for.........Storage Fee for two (2) days??? To even mention there would be no charge is insulting in the highest manner. read more
