ComplaintsforGordon Chevrolet Inc

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to bring to your attention concerns I have in regards to the service received on October 4, 2023 @ 6:50am with due diligence to resolve the issue with my car. I advised the technician who service me that there was a noise on the right front passenger side of my car and I believe it was the panel rubbing my tire and it sounded like a crumble potato chip bag when I turn right. I also stated that it was the first time I put the car on the highway since I got it serviced the last time from Gordon Chevrolet and they had ran a diagnostic already an I was advised by the other technician that it will run smoothly, I also stated that it was slow to pick up speed twice on the highway. I was then told by the technician that they will have to run another test bc this is a new issue. I was charged what appears to be labor on my receipt $159.99 for screws and pushing inner splash shield in an test drive. When asked about the charges I was told it was for the diagnostic ran on the car. Again explained to technician I had just had a full work over with them an where the noise was, what side an it looked like the panel was rubbing the tire. Per the receipt received, the charge is for labor, $159.99 to test drive the car an place screws in the splash guard. This is a total rip off after placing my trust in Gordon Chevrolet to service my vehicle. There was an older couple checking in w me as well who heard everything. Per my Receipt on Aug 1, 2023 compared to my receipt on Oct 4, 2023 my car was not diagnose via the diagnostic machine it was test drove and they fixed exactly what I told them was wrong and charged $159.99 for it. If this is kind of customer service an warranty work that you performed I'll be sure to let friends, family and co-workers know who drives this particular make of car not to pardon you an get erroneously charged for a test drive and screws, especially when your telling them what wrong. Your response to this inquiry will be greatly appreciated.

  Business response

  10/10/2023

  I received an email from Ms. ***** complaining about this last week.  A copy of my response to her is below.  Everything we do is in writing, so I made a decision not to refund her money based on the written repair orders. 
  
  The first one was written on August 1st and documents her complaint of ‘the check engine light came on.’  We quoted an original estimate of $149.99 for diagnosing the issue.  We then had our technician look at the vehicle, identify the cause of her concern, and repair it after getting approval to do the work.  She picked up the vehicle after paying for the diagnosis and repairs. 
  
  The second Repair Order was written two months later on October 4th.  It simply states ‘there is a grinding noise in the passenger front wheel area when turning left.’  We again secured her written approval for a diagnostic fee of $159.99 before looking at the vehicle.  We assigned it to a technician who drove the car, verified the noise, put the car on a hoist and identified the cause, and repaired it. 
  
  We did exactly what we told her at the price we quoted in advance.  It is clear from her complaint that she does not feel our technician’s time was worth what we charged her.  We disagree.  If she expected us to repair her car at a discount or for free, we would have prefered to have that conversations before we took the car in; not after the process was completed.
  
  I made her an offer to refund one-half of the diagnostic fee if she agreed not to disparage us.  If she wants to agree to that and dismiss this complaint, I will still honor that offer. 
  
  I will attach the two repair orders, both signed by Ms. ***** authorizing the original estimates of $149 & $159. 
  
  Sincerely,
  
  ****** *******
  
  
  
  
  
  
  Dear Ms. *****,
  
  Thank you for writing us because it gives us an opportunity to clear up any misunderstandings. 
  
  First of all we need to further define the term “Diagnostics.”  This means that a technician is to spend time looking at your vehicle to verify the complaint, identify the failure and propose a solution.  When someone brings their vehicle in they usually have a complaint they would like us to solve.  In your case, when you came in August 1st, your issue was with a check engine light that came on.  We quoted you a diagnostic charge to look at it and determine what was wrong.  We let you know what repairs were needed, and completed with work after you approved it.  The second time you came in, October 4th, your concern was a “grinding noise in the passenger front wheel area when turning left.”  We again asked you to approve another diagnostic fee of $159.99 which you authorized in advance, in writing.  We then assigned it to a technician who verified the complaint, identified the cause, and this time, instead of quoting extra, repaired it.  If this second trip had anything to do with our earlier work, we probably would have reacted differently, but it didn’t.  The two repairs were completely unrelated.    
  
  We reviewed both repair documents and found that you were charged the exact amounts you agreed to.  Unfortunately, our technicians do not work on cars for free.   They are paid for the time they spend with your vehicle.  We follow the same process every time to be fair with everyone and we use documentation to keep from any misunderstandings.  If you felt we should look at your car for free, we would have liked to know up front instead of discussing it afterword.   Nevertheless, if it will satisfy you, and you will commit not to disparage us, we would be willing to refund $80, which is half of the $159.99
  
  Let us know if you agree with this and how you can be reached. 
  
  Sincerely,
  
  ****** *******
  Executive Manager
  

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