Dean Patterson Chevrolet, Inc

*** *** dropped off his Chevrolet Silverado on the evening of 9/8/in the parking lot as a
night dropHe was scheduled for his first routine maintenanceThis included an oil change, tire
rotation and two recallsMr*** picked up his vehicle after hours from our parking lot on
the
evening of 9/9/
I first heard about Mr***’s complaint when I arrived at work on Monday, September 15, I
received an email from General Motors regarding a call received from Mr*** on Saturday,
September 13, at 4:p.m(Case Number ***He stated his vehicle was chipped,
dented, and scratched during its visit to our service department
I contacted Mr*** on 9/15/at 1:p.mI explained to him that our lifts have rubber blocks and
are wrapped in foamThey cannot cause damage to vehiclesI explained that the damage he
described did not happen in our shopGeneral Motors also declined any assistance in the repairs

First, [redacted] never contacted me.  I called him on 9-15 after I was unable to contact him the week before due to not being in and not returning my calls.  I took my truck there with out a [redacted] on it and I get it back ruined in my eyes.  Dean Patterson will make this right end of story. I will take this matter for as long as it needs to go until Dean Patterson make it right they talk about customer service? What customer service there is none.
Regards,
[redacted]

On 09/08/2014, Dean Patterson Chevrolet installed a new engine into a 2010 ChevroletTraverse, yin [redacted], owned by [redacted]. This repair was covered by the factorywarranty provided by General Motors. At that time, the Traverse had 88,878 miles. Please see attached[redacted] This...

warranty expired on 05/14/2015. Unfortunately, we are not able to provideassistance with the cost of replacing an engine we have not serviced since it’s installation. All warrantiesfrom General Motors have expired.

We have reviewed your letter and the facts surrounding Mr. [redacted]’s compliant. On01/20/2016, Mr. [redacted] was quoted a repair cost on his 2013 Chevrolet Cruze of approximately$475.00 (please see attached repair orders). After starting the repairs on 01/25/2016, our serviceadvisor contacted the...

customer to inform him that an additional part would be needed to complete thenecessary repair. We, however; did not document or have signed authorization from the customer forthe additional cost of $126.74. The repairs were completed as specified by the customer.We are willing to refund the customer the amount of the unauthorized work. We are refunding$126.74 as of 2/10/2016 to the credit card used for the purchase. We will accept the agreed uponoriginal estimate of $475.00 as payment in full for the completed repairs.

Review: Replaced engine in vehicle. New engine. Engine failedDesired Settlement: Have them replace motor.

Business

Response:

On 09/08/2014, Dean Patterson Chevrolet installed a new engine into a 2010 ChevroletTraverse, yin [redacted], owned by [redacted]. This repair was covered by the factorywarranty provided by General Motors. At that time, the Traverse had 88,878 miles. Please see attached[redacted] This warranty expired on 05/14/2015. Unfortunately, we are not able to provideassistance with the cost of replacing an engine we have not serviced since it’s installation. All warrantiesfrom General Motors have expired.

Review: On July 1, 2015, I had my vehicle repaired at Dean Patterson in Altoona, PA. The kept our vehicle over night because they had to order the ignition coil it needed. We were charged $535 for the repair, as they replaced the coil and the manifold gasket. When I asked about the high price of the parts, I was informed that the cost more because they were genuine GM parts.

A couple of weeks after the repair was done, my husband decided to replace all the coils, and went online to order them. After noticing that the part number from the repair (part #IC505) didn't match the OEM part number (part #D501C), he investigated further and found out that the part they used was a [redacted] part. I called the service center. After reassuring me many times that they used “genuine GM parts,” they finally admitted that they used a [redacted] part instead of the genuine GM part we paid for. They also admitted that although they charged us for the manifold gasket kit (part #12598158), they only replaced the upper manifold gasket. The tech told me they had to order the whole kit because they can’t buy a gasket for the upper manifold. I found this odd, and checked [redacted] website. They have gaskets for the upper manifold (part #12595277).While doing the repair, the technician broke the PCV dirty air intake hose, and replaced it using electrical shrink tubing. We were not informed of this repair, and didn’t find out about it until the check engine light came on a week later. My husband saw that the vacuum from the hose sucked in the tape and tore it. He spent the rest of his afternoon fixing it and tightening the hose clamp on the intake to throttle body hose, which had been put on but not tightened. When my husband complained about the hose not being tightened, the mechanic told him "the worst that would have happened is that it would have stalled."

$535 is a lot of money to us, as we are on a fixed income; and I expected quality for my money. Instead I got off brand parts, charged for parts that weren’t used and damage to my vehicle that we had to repair at a later date.Desired Settlement: I feel that because they lied about using original parts, even telling us that's why we were charged so much for the part, broke our vehicle and charged us for parts that we didn't recieve, a refund isn't asking too much.

Business

Response:

On 07/01/2015, a 2004 Cadillac with vin# [redacted] owned by [redacted], was brought toour service department with a concern, outlined in the attached [redacted]. We diagnosed and confirmedthe cause o f the concern. Upon receiving permission from the customer, we completed the repair. On07/02/2015 the customer picked up the Cadillac and paid the RO.The prices quoted and part numbers referenced on the RO are for the parts that were used and chargedfor this repair. The gasket kit used was a GM or OEM part. The coil used was and aftermarket part. Suitablealtermarket parts are used every day in the parts and service industry to help lower the cost of a repair. Thiswas the case in this instance. An O.E.M. part for the same repair would have cost $139.46, or $17.18 more,plus tax, for the customer. We understand every dollar counts for our customers, as [redacted] stated in her letter.On 07/22/2015 at 9:30 AM, [redacted] called into the service department stating that she had to take theCadillac to another service facility to have the same condition repaired and that she had incurred a repair bill of$100. I asked her to fax or email me a copy o f this bill. At 4:10 PM, [redacted] called back and asked if we hadreceived the bill which we had not, I asked her to resend it. At 4:30 PM, [redacted] called and informed us that therewas no repair order, that he had fixed the vehicle himself, and that his time is worth at least $100.We pride ourselves in providing quality service to our customers. Since there is no way to confirm thatthere is an issue with the quality of our repair, we do not feel it is necessary to reimburse the customer for theservice provided to them, or the alleged repair that there is no record of.Mark G[redacted]Service ManagerDean Patterson Chevrolet Cadillac Mazda Hyundai

Review: I had taken my 2014 Silverado to Dean Patterson's for 2 recalls and first scheduled service.Which was tire rotation and oil change. Went to pick up that evening and noticed dent in lower panel door drivers side door. Which looks to me that it was hit off of rack. It has been very hard to get a hold of service or anybody in the Dean Patterson establishment. They don't call me back or I have to call them back the next day. After finally getting in touch with the Service Manager [redacted], explained the situation his response was we are not liable for anything in the parking lot and saying that there car lift (rack) could not dent my door. So I called Chevrolet Customer service and after waiting for three days did not here anything from them. Called them back (Customer Service) just for them to tell me they sided with Service Manager and did not care what happen and they were not liable. Keep in mind this is a brand new truck with 5000 miles, sits in a garage and does not get parked around anybody and now it has two scratches and a dent in the door thanks to the Dealership. I would appreciate some satisfaction. I would like to add that [redacted] management would not return my phone call.Desired Settlement: I would like the door repaired.

Business

Response:

[redacted] dropped off his 2014 Chevrolet Silverado on the evening of 9/8/14 in the parking lot as a

night drop. He was scheduled for his first routine maintenance. This included an oil change, tire

rotation and two recalls. Mr. [redacted] picked up his vehicle after hours from our parking lot on the

evening of 9/9/14.

I first heard about Mr. [redacted]’s complaint when I arrived at work on Monday, September 15, 2014. I

received an email from General Motors regarding a call received from Mr. [redacted] on Saturday,

September 13, 2014 at 4:15 p.m. (Case Number [redacted]. He stated his vehicle was chipped,

dented, and scratched during its visit to our service department.

I contacted Mr. [redacted] on 9/15/14 at 1:45 p.m. I explained to him that our lifts have rubber blocks and

are wrapped in foam. They cannot cause damage to vehicles. I explained that the damage he

described did not happen in our shop. General Motors also declined any assistance in the repairs.

Consumer

Response:

First, [redacted] never contacted me. I called him on 9-15 after I was unable to contact him the week before due to not being in and not returning my calls. I took my truck there with out a [redacted] on it and I get it back ruined in my eyes. Dean Patterson will make this right end of story. I will take this matter for as long as it needs to go until Dean Patterson make it right they talk about customer service? What customer service there is none.

Regards,

Review: I was quoted $475 to fix my car. The parts that I found online coming from Chevy company were 1/2 less money. Just parts from them would be $125. So I said not to do the work, but they already did the work without confirming with me. I was charged $475, which is crazy. I went to pick my car up and then they said I owed $600 after they told me on the phone $475. I needed my car for work so I paid it. Had no choice.Desired Settlement: Charge me the correct amount.

Business

Response:

We have reviewed your letter and the facts surrounding Mr. [redacted]’s compliant. On01/20/2016, Mr. [redacted] was quoted a repair cost on his 2013 Chevrolet Cruze of approximately$475.00 (please see attached repair orders). After starting the repairs on 01/25/2016, our serviceadvisor contacted the customer to inform him that an additional part would be needed to complete thenecessary repair. We, however; did not document or have signed authorization from the customer forthe additional cost of $126.74. The repairs were completed as specified by the customer.We are willing to refund the customer the amount of the unauthorized work. We are refunding$126.74 as of 2/10/2016 to the credit card used for the purchase. We will accept the agreed uponoriginal estimate of $475.00 as payment in full for the completed repairs.