Burien Chevrolet

Complaint: ***I am rejecting this response because: The service manager was absolutely not help to me at all. He didn't understand the situation his service department was putting me in or the lack of true communication from his department. *** statement so handily crafted on paper is not the truth of how the events happened. All this tell me is that Burien Chevrolet is indeed a business that I will no longer send another penny to
I took the car to them, anticipating a few days or maybe a week without the vehicle. I believe they did things and charged me for thing I didn't needThey weren't working with me and they implied in their response. They couldn't have cared less. I paid them what they asked, after days and drove blocks. The check engine light came on and I had to go back. Again, *** was arrogant while explaining that his tech drove the car and nothing happened. The light was on and he got into the car. Still, no apologies to having me get off work early to pick up the car, and bring it back to be serviced yet again. Forcing me to rush to not be late for a second job. The tech called me that morning to say that car was ready for pickup. Obviously it wasn't. I lost pay because of negligence. Furthermore, *** continues to stress how concerned he is and how he wants to make things right with the car. He's called twice. I told him that I was not bringing the car back. My husband was concerned of their lack of detail to send me back in a car that obviously had a light on and still has issues. He seemed to understand, but again asked that I bring the car in or he would come by and pick it up. Funny, the days that I was forced to drive a Tahoe, I asked to have someone come and trade it out, didn't happen. Later during the 2nd call from ***, he again stresses that he just wants to make it right. When I again explained that I's let him know after talking to my husband, he then told me the real reason for his diligence in calling me. It wasn't about the concerns for the vehicle not being fixed, he admitted that his crew was negligent in not following General Motors protocol. He needed the car back so that they could take a picture of the engine for GM. He threatened that the warranty would not be honored if I didn't let him get that picture. So not only is he dishonest in his approach to show compassion, he's dishonest and deliberate in trying to deceive customers with his true intentI will never step foot in Burien Chevrolet again. They will never receive another penny from me. I will have the car serviced elsewhere as I've told them twice alreadyI want this complaint to stay on file, so that others can read and decide for themselves. Thank you
Sincerely,*** ***

*** *** brought her Cruze in on November 11/15/for the following three concerns: the vehicle’s tire light was on, she requested a brake inspection, and the vehicle’s check engine light was onOur technician discovered a nail in the tire that had caused unrepairable damage so we
recommended replacing both tires on that axleWe recommended both tires because having two tires on one axle with different tread depths could cause damage to the vehicle’s drive trainAfter inspecting the brakes for pulsation, we recommended machining the rotors and cleaning the padsIn regards to the check engine light, we initially discovered that it was a warrantable concern that would be covered by General MotorsWe notified the customer that the engine needed to be replaced and explained the process we would have to follow as laid out by General Motors since the repair would be covered under the vehicle’s powertrain warrantyAfter we had torn the engine down and diagnosed the concern, we ordered the new motorThe new motor arrived after a week and we began installing it in the CruzeAfter we finished installing the new engine, our technician was bleeding the cooling system per General Motors’ instruction and the check engine light came onOur technician diagnosed it as a bad sensor on the turbochargerWe ordered the part and discovered that it was on national backorderAt this point we called *** and notified her of what we had discovered
*** called me and explained that she was frustrated with the length of time the vehicle had been down, the loaner she received was larger than she was used to, and she was paying for extra insurance on the loaner she received from EnterpriseShe was also frustrated that she would have to wait even longer now for a new sensor to arriveAt this point, her service advisor had already worked with Enterprise to try and swap her out of the oversized loaner vehicleI called Enterprise and spoke with their manager to try and work out a solution to swapping out the vehicleEnterprise was willing to work with *** to swap out the vehicle and they were aware that she was extremely busy so they obtained her information and said they would contact her to coordinate the eventIn regards to the extra insurance *** paid on her loaner vehicle, she was aware that General Motors would only cover the daily expense of the vehicle and any gas, insurance, and extra amenities would be her responsibility but she had elected to pay for the insurance coverageWe explained that the engine would need to be shipped here and it would take at least a weekAfter speaking with *** about her concerns, I worked with the parts manager to locate the new sensor and expedite its arrivalWhen the new sensor was replaced, the technician test drove the vehicle miles and verified that no check engine light was on and no codes were present*** picked the vehicle up and came back shortly after with the check engine light onShe explained that she had to get to her second job so she did not have much time for it to be diagnosedI pulled the vehicle down and took the shop foreman off his current job to scan for codes and found that a different sensor had thrown a codeHe checked for any obvious concerns and did not find anythingI explained to *** that we would need to clear the code and test drive it further to see if it came back on and then begin diagnosisShe stated that she needed to take the vehicle to get to workI explained that we would clear the code and if the light came back on we would come pick the vehicle up from her at work or at home to continue diagnosing the concernWe cleared the code and the check engine light was off when *** left
*** called back a couple days later stating that the check engine light had not come back on but she had various concerns with the vehicle since the repair was made that she would like addressedI spoke with *** at length about the concerns and ended up working out that she would bring the vehicle in to have them addressed on Thursday, December at 4pmShe never showed up for her appointment so we followed up with her and left messagesEventually, I got a hold of her and spoke to her about the missed appointmentShe stated that her husband was upset with the situation and neither of them trusted usShe stated that he did not want her to bring the vehicle back in because he was concerned for her safetyShe also said that they were not currently driving the vehicle because there were definitely issues with itI offered to drive out to their house myself to pick up the vehicle and address the concernsShe said her husband was really upset with the situation and she would talk to him and call back with an update in a couple of daysI offered to talk to ***’s husband about the matter so that he could address his concernsTwo days later, I spoke with *** againShe said that her husband wanted to drive it first and then they would most likely bring it to another repair shop but she would contact me back the following week
In summary, we did everything in our power to address ***’s concerns with the situationWe coordinated with Enterprise to get her out of the oversized loaner and into something she was more used toWe worked to get the sensor that was on backorder here fasterWhen the vehicle came back with a check engine light, I pulled the shop foreman off a job to address the concern immediatelyAfter the vehicle had left and *** called with multiple concerns, Imade multiple attempts to bring the vehicle back in as conveniently as possible for the customerWe have decided not to provide reimbursement for the optional rental insurance that *** elected to pay forWe did everything in our power to work with Enterprise on getting her into a different vehicleShe could have worked with them at that time to decline the optional insurance on the new vehicle she would be receiving, knowing that the repair was going to take longerWe have also decided not to provide compensation for the length of time the vehicle was in the shopWe replaced the Cruze’s engine under warranty so we had to follow General Motors’ processes on diagnosis and parts orderingWe would still like to address ***’s current concerns and would like to work towards finding a solution but have not been given the chance yet

*** *** brought his Pontiac Gin to Burien Chevrolet Service Department on July 25, for the following concerns:
Body Electrical Diagnosis: program key fobs
Water Leak Diagnosis: water leak at the driver’s side floorboard
Body Electrical Diagnosis: Dome light inop
and radio bands not working
Interior Trim Diagnosis: Headliner plastic panel hanging in front
Exterior Trim Diagnosis: Driver door does not close all the way
*** signed the initial repair order with an estimate of $+ tax for the diagnoses as they are listed aboveOur technician performed the following services:
Attempted to program key fobs and found vehicle goes in to learn mode but programming was unsuccessfulRemotes were customer supplied and did not have GM part numbersRecommend programming with original equipment manufacturer remotesIf that is unsuccessful, vehicle will need diagnosisWe did not charge anything for this service
We performed a water leak diagnosis and found the sunroof drains coming apartWe recommended replacing the sunroof drain tubes and cleaning the areaWe charged *** $for this diagnosis instead of the $authorized
Verified radio and dome lights inoperableChecked fuses and found dome lamp fuse was missingInstalled new amp fuse and found smoke coming from headlinerInspected and found shorted left front sun visor lamp harnessRecommend replacing sun visor and connectorFound internal fault in radioRecommend replacing radioWe charged $for this diagnosis
Verified headliner forward courtesy lamp housing retainers are brokenRecommend new housing assemblyWe did not charge anything for this diagnosis
Verified driver door upper frame sticks out past body lineReadjusted door and verified proper fitWe charged $for this service
I received a voicemail from *** explaining that he was confused as to why he was being charged for service when “we did not fix anything.” I began gathering information from the advisor and technician about the work we performedI was about to call *** when he showed up to pick up his vehicleHis advisor was finishing up the paperwork when I came out to speak with *** about his concernsBefore I could explain anything, he immediately confronted me and said that he was recording the conversation and his lawyer told him “he had to tell me that he was recording.” I noticed that he was holding his phone and that it was recordingI told *** that he did not have my permission to record and I was uncomfortable talking to him while being recordedHe proceeded to argue with me about why I did not want him recording meI told him that if he would not quit recording the conversation then I had nothing more to say with himHe did not stop the recording so I stepped back into my office and ended the conversationHe signed for his vehicle and paid $379.94, less than the $+ tax that he authorizedHis vehicle was then pulled up for him and he left

Complaint: ***
I am rejecting this response because: In diagnosing the water leak, it is clear the padded floor covering was not moved in the slightestI can provide photos that show that it remains out of place from when I pulled it up to bail water out of the foot wellHence, whatever "diagnosis" was performed was done without actually looking in the one place they were told there was a problemSo, no, that response does not legitimize nearly $in charges for otherwise adjusting a door latch and replacing a fuseMore time was spent coming up with things for which to charge than actually addressing my primary concern.
Sincerely,
*** ***