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Tom Clark Chevrolet Inc

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Tom Clark Chevrolet Inc Reviews (3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ** ***

Re: ID #[redacted]
To Whom It May Concern:
On September 9, 2014 the customer had her 2014 Chevrolet Cruze serviced at our dealership. The appointment was for a recall, state and emission inspection, an oil change and tire rotation. During the state inspection the technician noticed two tires...

were unsafe and below the state minimum allowed on tread and our service advisor [redacted] informed the customer of the vehicle's tire condition. The customer was not happy and did not feel she should be responsible for replacing the tires.
Looking into the service history of this vehicle we found the tires had only been rotated one time prior in 16,000 miles. Despite the customer having exceeded the mileage for tire rotations, which is recommended at every oil change, I informed the customer that I would pro-rate her tires and with 16,000 miles on the vehicle General Motors would cover approximately 59% of the tire replacement cost. The customer refused my offer and said: "This is [redacted] and I'm not paying for nothing". I explained to her that I was trying to help her and my offer was the best I could do. I also gave her the phone number for General Motors Customer Assistance.
A few weeks had gone by when we were notified of the customer satisfaction survey she had completed and sent to General Motors. She filled out the entire survey "Not Satisfied At All" and in the comments section she noted the following: "Will never buy from them again and I will also spread the word of how bad the customer service department is. Social medial is a wonderful tool!" I discussed this customer's case with the owner of the dealership and he agreed that I did everything I could to help the customer. The owner informed me we do not need customers that are going to bad mouth us/the dealership on social media when all we tried to do was assist her best we could.
The day after we received the negative and damaging survey the customer called me and said that she received a phone call from General Motors stating they would cover 59% of the tire replacement cost and she would be responsible for the difference of 41%. 1 pointed out to her that was the same offer I presented her three weeks earlier. Her response was: "I will take you up on the offer, however, its [redacted] and I shouldn't have to pay for anything". That's when I told her General Motors informed us of the negative survey she submitted and informed her we did not want to do business with her anymore and the pro-rate offer of the tires was off the table. She replied: "Your dealership are bunch of pieces of [redacted]". At that time I ended the phone conversation by hanging up the phone.
I strongly believe that our dealership did everything possible to help this customer and it is our prerogative not to welcome her back to the dealership. Tires are considered a 'wear7 item and are not normally covered by any kind of warranty - especially when they are not maintained and regularly rotated.
Sincerely,
[redacted]
Service Manager
Tom Clark Chevrolet

Review: I purchased a 2014 Chevy Cruze from Tom Clark on February 28,2014. I took my car in for for the 1st service and a safety recall on the front axle shaft in May 2014 at 4702 miles. At that time they did not have the part to repair the vehicle. I was at the service department for over 2 1/2 hours. I took the car in again for the 2nd service on 7/31/2014 at 13,000 miles. After that visit I realized the inspection and emissions had expired on my brand new car on 7/31/2014 and the service department that had done my service that day did not make mention or service the vehicle properly while I was there. I called the dealership mid-late August and they agreed to do the inspection/emissions, repair the recalled part, check why the a/c was leaking water into the car and service another recall on the car. The appointment was made for 9/9/2014. I was given a loaner car at the time of my service and was to pick up my car the next day after work. Next day, mid day, [redacted] from the service department called me and said all the repairs were complete except for the inspection. He stated that I needed 2 new tires on a car that only had 16,000 miles on it. He said he had no record of me ever being there in may and he had no paperwork showing otherwise. Argued with me and basically called me a liar until the first work order closed on 9/9. Then said I only had a oil change, not a service and there was nothing he could do. He advised me to call GM for assistance with the cost. After numerous calls GM concluded on 10/1/14 that they would cover 59% and I would cover 41% because of the work orders. I called dealership on 10/2 spoke to Dave,customer service manager, and was told that "the way I bashed them on my customer satisfaction survey, the offer was off the table & they would not do anything to for me" & hung up on me. I have an inspection 7/14 and emissions 9/15 on my new car and no assistance only poor customer service and ignorance from the dealership.Desired Settlement: I would like all 4 tires replaced at the dealers expense. The vehicle inspected as promised. Compensation for the time, effort and aggravation that I had to endure since I purchased the vehicle from Tom Clark.

Business

Response:

Re: ID #[redacted]

To Whom It May Concern:

On September 9, 2014 the customer had her 2014 Chevrolet Cruze serviced at our dealership. The appointment was for a recall, state and emission inspection, an oil change and tire rotation. During the state inspection the technician noticed two tires were unsafe and below the state minimum allowed on tread and our service advisor [redacted] informed the customer of the vehicle's tire condition. The customer was not happy and did not feel she should be responsible for replacing the tires.

Looking into the service history of this vehicle we found the tires had only been rotated one time prior in 16,000 miles. Despite the customer having exceeded the mileage for tire rotations, which is recommended at every oil change, I informed the customer that I would pro-rate her tires and with 16,000 miles on the vehicle General Motors would cover approximately 59% of the tire replacement cost. The customer refused my offer and said: "This is [redacted] and I'm not paying for nothing". I explained to her that I was trying to help her and my offer was the best I could do. I also gave her the phone number for General Motors Customer Assistance.

A few weeks had gone by when we were notified of the customer satisfaction survey she had completed and sent to General Motors. She filled out the entire survey "Not Satisfied At All" and in the comments section she noted the following: "Will never buy from them again and I will also spread the word of how bad the customer service department is. Social medial is a wonderful tool!" I discussed this customer's case with the owner of the dealership and he agreed that I did everything I could to help the customer. The owner informed me we do not need customers that are going to bad mouth us/the dealership on social media when all we tried to do was assist her best we could.

The day after we received the negative and damaging survey the customer called me and said that she received a phone call from General Motors stating they would cover 59% of the tire replacement cost and she would be responsible for the difference of 41%. 1 pointed out to her that was the same offer I presented her three weeks earlier. Her response was: "I will take you up on the offer, however, its [redacted] and I shouldn't have to pay for anything". That's when I told her General Motors informed us of the negative survey she submitted and informed her we did not want to do business with her anymore and the pro-rate offer of the tires was off the table. She replied: "Your dealership are bunch of pieces of [redacted]". At that time I ended the phone conversation by hanging up the phone.

I strongly believe that our dealership did everything possible to help this customer and it is our prerogative not to welcome her back to the dealership. Tires are considered a 'wear7 item and are not normally covered by any kind of warranty - especially when they are not maintained and regularly rotated.

Sincerely,

Service Manager

Tom Clark Chevrolet

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Description: AUTO DEALERS - NEW CARS, AUTO REPAIR & SERVICE

Address: 1063 Long Run Rd Rt 48, McKeesport, Pennsylvania, United States, 15132

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