ComplaintsforTerry Thompson Chevrolet, Inc.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dropped vehicle off on July 12th, 2021 for check engine light diagnostic. Was given a price quote around $xxx and was supposed to have the vehicle within a few days. Then they couldn't get the ECM to reprogram and they said one week. One week has turned into over 10 weeks. They have been unable to provide updates, return phone calls or provide answers. They have been able to finally fix my vehicle, but I have not been given any estimate, quotes or explanation of additional required service beyond the initial quote. I am expected to pick up a vehicle and pay in full on work I did not authorize because I was not contacted. GM customer care has yet to provide me with a satisfactory resolution.

  

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/09/23) */ We contacted the customer and was happy to review the invoice and answer all questions. The customer agreed to pay for the part needed for the repair. We agreed to take care of the additional diagnostic charges. The customer was satisfied with this resolution. Consumer Response /* (2000, 7, 2021/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution is satisfactory.

• Initial Complaint

  08/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had taken my 2015 Chevrolet Corvette Z06 to ***** ******** service department approximately 3 months ago to have the Air Conditioner repaired. It was honestly the worst experience that I have ever encountered from a place of business. It took them 5 weeks to the day and even with a extended warranty it cost me around 1800 dollars and the total repair was around 3700 dollars. I promised myself that I would never return, But on 8/10 my Car's NEW AIR CONDITIONER quit, I called for the Service Manager only to be given his voicemail. I left him 2 messages without response then I remembered that I had his cell. I text and after sending a few I received a response from him informing me that they were 3 weeks out on appointments. I understand new appointments but this is a issue that I have recently paid them to fix and this shouldn't be treated as a new appointment. They were paid to repair my vehicle and I should be given some priority over someone trying to make a first time appointment.

  

  Business response

  10/06/2021

  Business Response /* (1000, 10, 2021/09/17) */ We apologize late response as the original email went to "spam folder". We are just now seeing this for the first time. *** ********* repair did take a few weeks. Besides actual diagnosis, ordering and receiving of parts and performing the actual repair, most of the time was spent dealing with extended warranty company. There is a lot of communication that must take place between the dealership and the customer as well as the dealership and the warranty company. Before anything can move forward, everyone must be on the same page about diagnosis, repairs and charges associated with both. That unfortunately, did take a bit of time to complete. Once that issue was satisfied, we repaired the vehicle and returned it to him. We apologize for the delay in scheduling a follow up appointment. Like many businesses in our area, we have been hit with staffing challenges and are doing the best we can to accommodate all our customer's needs. We are happy to schedule an appointment for *** ***** to return. Our Service Manager ***** will be facilitating that. Consumer Response /* (3000, 12, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Part of the reason was ordering parts, but that's a misrepresentation of the facts. The tech that was working on my car took off 4 days 2 days after my car was taken to there. As for communication, I spoke with someone daily once the Manager got involved. I called 19 times before anyone would take my call or call me back. When I was informed of the warranty company not responding, I called them and they informed me that they had already approved the repair. the real problem is what the Dealership was charging versus the rate that was considered national average. I paid the difference out of pocket. So honestly, this is all an excuse, the reason I wrote the letter is my car is broken again with the same issue and I can't get it back in their shop and their attitudes have been terrible, I have it all on text and saved if anyone would like to see it. All I want is what I deserve and paid for. Not to be ignored and taken advantage of much less to be treated with rudeness and lack of concern. Why has it gotten to this level if the company was trying to do what's right? instead of replying to you in a attempt to hide the facts Business Response /* (4000, 14, 2021/09/21) */ We have Mr. ****** scheduled for a service appointment on Wednesday September 22, 2021. We look forward to assisting him.

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