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Complaint Details
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Initial Complaint
11/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My 2013 Cadillac SRX had a recall I was given an appointment for tuesday Nov. 9 lwft my car but wrote to ask them to look at the lift gate not repair! no manual dissemble of anything was done to the loft gate just a visual look was all the repairmen did noone called me about no check out **** but called me to tell me the price to repair the lift gate and by the way my recall parts werent even in. so when I went to pick up my car I get a **** for 75.$.and the receptionist ***************************** was the rudest receptionist I even seen!and the manager didnt even have the galls to come out and dicuss the matter!Business response
11/18/2021
The customer had signed our night drop envelope indicating a minimal service charge for each concern listed at $122.50. The customer declined the recommended repairs and was charged only half of that for the technicians time. The customer ( with all due respect ) doesn't have any idea of what the technicians procedure or time spent to come to the diagnosis conclusion. All that being said, if the customer changes their mind and wishes to move forward with the repairs we will be happy to apply the diagnosis fee previously charged to the final repair costs.
best regards,
**** Wulke
Service manager
Lunghamer Chevrolet
*******************************
Customer response
11/19/2021
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
Regards,
*******************************I reject the offer because first of all the repairs were a recall on my 2013 cadillac srx and there was no cost for repairs, If lunghamer took any time to examine my back door latch and actual took it apart why did they not know what was wrong with my latch! again I want to be reinbursed for the money that they said I owed them!
Business response
12/09/2021
First let us state that there are no recall campaigns related to the rear hatch operation for the vehicle in question, if we read that correctly there may have been some confusion in regards to recall related to the hatch. As far as the issue with the paid diagnosis on the operation of the rear hatch it was done under a $150 per fee, concern diagnosis/check out fee that is clearly outlined on ************** envelope which is standard in the industry. This fee was reduced at the technicians discretion to less than half that fee amount ($67.50). We stand behind our previous charge for said diagnoses and the offer to apply that fee charged to the final repair of the rear hatch, should the customer decide to move forward with repair/correction of issue still stands.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.