Confirmed Service Customer
I will start out this message by saying I had the best buying experience at your dealership, Gary was extremely helpful, fair and accommodating. Unfortunately your "service" department lacks everywhere. I made an appointment for my 1st service for my truck and spoke with a woman in the service department on the phone and explained the problems I was having with my truck. She informed me on the phone that the diagnostic part of the service would be up to 3 or so hours and I said that was fine and I would need to wait. My appointment was a few weeks away so on my appointment day, I drove 1.5 hours to the dealership arriving at 9am and was greeted by a woman in the line, she asked if I had an appointment and I said yes for an oil change/1st new vehicle service and some problems noted in my original request. A few seconds later she said, I was at the wrong building for an oil change and didn't know why I would need service on a truck with only 7000 miles...... to which she then corrected me after I told her I needed potential repairs, then seemed flustered and said " you need an appointment" I told her to check in the computer system as I had already had an appointment and took a day out of my busy schedule to come in. She said they were very busy and didn't know what they were going to be able to do for me on my truck. I asked her to go over the notes of my concerns and we did, then I asked to be able to speak directly with the tech before he worked on my truck, when she yelled to another woman that I wanted to speak with the tech, the other woman said " the techs don't get paid to speak, there wouldn't be time for that". I was then asked to wait for my truck to be seen and went to the waiting area. I patiently waited for a few hours , saw the first woman passing by at one point and casually asked how my truck was coming and she said ( in a extremely annoyed tone) ill have to check....... and kept going. I waited about another hour and she returned with the news that she saw the tech working on the truck, that it was up on a lift and he was revving it alot and that he would be up to talk with me in a few minutes, then informed me he went to lunch but that there was a problem with my truck that he did not know how to fix and that " It would or could take many trips back to the dealership as it needed to be videoed and sent to GM for further analysis and that when the tech comes back from lunch he would discuss it further. So I waited for the tech to come back, finally after some more time there was a younger guy who came and said, " your all done and said truck is outside, handed me a paper and my keys. I asked what the diagnosis was and he said, I have no Idea, I asked did the tech check the few small other things on my list and was informed that he didn't have the time and didn't complete any of the other simple tasks, ( I asked that the front zerk fittings be greased and that the fluid levels on differentials be checked) along with the problem of the shifter and brake pedal switch noises....... at the end of the day I drove 1.5 hours each way to a dealership that I WAS extremely satisfied with for the purchase of my new 2024 silverado hd 3500 and left saying I will never recommend or step foot in the dealership again. The service department is RUDE. unprofessional and could use some serious customer service training. I own my business for many years and would never treat a customer like I was treated. On another note, I had a very good friend who was interested in ordering a new corvette, I asked Gary about the availability of getting the car built and he gave me the info to pass on to my friend. I also told my friend about my service experience and he will be looking elsewhere for that new corvette purchase. Myself, I will be traveling to a different dealership in the future for some service and to hopefully find out what the problems on my truck are since I didn't even get an answer to what the tech actually did other than a 4 hour oil change......
Frank D.
CRESCO,
PA
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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