My car has been at the dealership for one week. No repairs have been done. No loaner car offered. No updates, unless I call. Parts still not arrived.
I dropped off my 2008 Saturn Astra at the Scoggin Dickey dealership at about 7:45 a.m. on Thursday, June 18. The car had the check-engine light on, and the locks were not working. I was greeted politely by **** and sent home on the dealership's shuttle. I was under the impression that I would receive a call within a couple of hours. It seemed like a same-day repair. I even left my son's car seat there. When
I did not get a call by the end of the day on June 18, I called and was transferred many times until I finally managed to get a hold of *****, who was the repair person assigned t my car. He informed me that my car is "weird" and not a "real" Saturn, so they cannot fugure why the check engine light is on or why the locks are not working. Because the car is based on an Opel Astra (a European model), it almost sounded like it was my own fault for buying this car and now they had to go through all this trouble to figure out things they had never seen before. ***** assured me I would get a call the next day.
There was no call on Friday, so I called about 5:30, got transferred a lot, and finally received a call back from *****. He informed me that an oxygen sensor had to be replaced, and parts had to be ordered for the locks, which were going to arrive in several days because my car is so "strange," as he put it. I couldn't believe it that I would be without a car over the weekend, and I was learning this on Friday evening with NO WARNING! The repairs for oxygen sensor and locks were going to cost $1,600 althogether. If I auhotrized, they were going to order the parts. I felt that I had no choice and authorized. I barely managed to pick up my son's car seat that night before they closed.
I was hoping for a call on Monday, but it never came. Again, I called at the end of the day and was endlessly transferred around. I learned that the parts had been ordered.
No call on Tuesday, June 23. I called at the end of the day. ***** called back very annoyed. Didn't I understand that the parts were going to arrive in several days? They had the oxygen sensor, he said, but they couldn't give me the car back because the rear hatch had been taken apart.
I called today, Wednesday, June 24. Was transferred around and stayed on hold for nearly half an hour. Finally, exhausted, I hung up. ***** called back at 6:15 p.m., 15 minutes before closing time, to inform me that he had good news. Both the oxygen sensor and the locks were MAYBE going to arrive on Friday, June 26. Why couldn't I have the car back? That was always an option, he said. I just failed to ask for this. But wasn't the rear hatch taken apart? Yes, it was, he admitted. How could a simple part like an oxygen sensor that is small and does not weigh that much take NINE days to arrive, I asked. Well, it's because I did not authorize the purchase until Friday night, so they ordered it on Monday, he said. But how could I authorize anything if I never got a call? And can't they overnight it? It is very expensive, he said. Insanely expensive to ship a part like this based on the dimensions. It was coming on a truck from Michigan, and the earliest it wad going to arrive was on Friday!
I have worked as a journalist for many years and I teach journalism. When the story changes like that and someone clearly says things that make no sense, I know I am being duped. I am appalled that someone would lie to my face for a week, and tell me to just rent a car and get over it.
I just moved here to take a professorship position at Texas Tech. Isn't it bad business for this dealership to treat me this way, considering that I am a respected member of the community? Is there a racist or xenophobic reason to be SO arrogant in speaking to a middle-aged female with a foreign accent? It is difficult to understand the motive.
One thing is certain I will spread the Word around my colleagues about how I was treated at Scoggin Dickey, and I will NEVER buy anything from them.
I am planning to pick up my car tomorrow morning, June 25, regardless of the lack of repairs, and take it elsewehere.
I would like a payment in the amount of $150 from the dealership for it would have cost to rent a car during this period of time when they held my car without making any repairs.
I would like a formal letter of apology from the dealership. And regarding the media question below -- as I mentioned, I am a journalist and a journalism professor, so I have no problem writing a letter to the editors of local media and posting information about this horrible treatment to social media.
Contact Name and Title: *** ************** Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@scoggindickey.com
I have read the above case and regret that Ms. ********** had this bad experience at our Dealership. We strive to take good care of our customers, but I feel we did not in the case of Ms. **********. I agree to her resolution request and have sent her a "Formal letter of apology" and have paid her the $150.00 by check #XXXXX from Scoggin Dickey. She has picked up her vehicle as of June 25th, and it was given back to her at no charge. The diagnostic charges have been waived and she was not charged for the parts that were ordered. I would hope if she needs parts or repairs in the future she would allow us to be of assistance. I will mail copies of the Letter and Check to BBB for their file.