Confirmed Service Customer
Previously took car in for oil change and tire rotation about 2 weeks prior. I noted that there was also a leak in a small coolant hose that I discovered myself during an oil level check. I popped the hood and showed the service advisor (Bill) the leaking hose. The oil was changed on the car and it was given back to me without a tech looking at this problem and I was told to make another appointment. So I made another appointment (this one), specifically to look at the leaky hose. The service advisor I was assigned (Bill) was not available so I showed a picture of the problem to another advisor (Jossue). He told me they would figure it out during inspection. Later on Wednesday after an inspection I was told that the engine air filter was completely filthy (with supporting picture) and needed replacing, in addition to a 30k maintenance (which I already performed at this GMC dealer in July) and possible rear brake service. They also indicated they ran a pressure test and were having problems finding the leak? I am wondering why a pressure test was even necessary to find a leak when the customer shows them the problem (twice no less) and how an air filter can go from OK during an oil change to terrible in two weeks in the winter when it isn’t even dusty. At any rate, after I okayed the air filter and hose fix I did not hear anything back. I sent a text on Thursday inquiring and had to call numerous times on Friday because it’s practically impossible to get somebody on the phone. When I was able to finally contact my service advisor (Bill) on Friday he could provide NO TIMETABLE at all for when my car would be done. He said he would get back to me but never did. So Friday night I sent an e-mail to Bill saying I would be picking up my car on Saturday and getting the work done elsewhere. So Saturday rolls around and I go to pick up the car. The lone service advisor (Christian) says the parts should be there in 2-3 days and if I knew that. Obviously, I did not. He said it would probably be done on Thursday if I left the car there. I considered possibly leaving the car to be worked on but was hesitant because of the previous poor work and poor communication. In the meantime another customer came in who had a tire rotation done and had rattling lug nuts. They went away to fix his car and when they came back the tech said that NONE of the nuts had been tightened properly. This pretty much validated my concerns of slipshod work being done. So I took my car home, getting billed for the air filter, parts and an unnecessary coolant system pressure test. After returning home I e-mailed Bill thanking him for having my car unfinished but ready and letting him know I was willing to pay for the air filter, but not the additional parts and that I thought the testing fee was excessive since you can easily see the leak if you look in the right place. I let him know I would contest the charges with my credit card company if no refund was upcoming. Still have not heard a peep from Bill, but hey, I got an email for a 15% off. Pretty insulting. To my customer’s eye it was clear the shop was totally overbooked (Christian told me the advisors were 50-60 customers deep) and everyone working looked beleaguered and at wits end. Basic repairs are being missed or done incorrectly, nobody answers the phone, texts or emails. Why on earth continue to come here? I've come here for years and it was not always this bad. My wife was along with me and said “We’re never coming back” and I agree! We are speculating some new crappy manager took over and most of the good techs quit. IF I buy another GMC it will certainly not be here and we will not be back in for service. You guys lost a good loyal customer.
Wesley R.
BEAVERTON,
OR
Business Response
Thank you for sharing your feedback. It is important to us that we satisfy every customer and we appreciate you bringing this issue to our attention. We are concerned about this issue and would like the opportunity to address it. Please be sure to contact us at your earliest convenience. We look forward to speaking with you.
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