Having major trouble with a dealer. Anyone have any advice on how to proceed?

[Mollys70]

Run Forest Run.

 

[Donnation]

That is unfortunate. Sounds like they purging you from the system because they know the survey will be trash. About what I expected based on your experience and back and forth. The surveys are really important to the service department.

Hopefully you have better luck at another place. Curious to see how this gets resolved.

Lol dude whatever. I’ve been nothing but polite to them. They have no reason to purge me from the system.

 

[DuraYuk]

Lol dude whatever. I’ve been nothing but polite to them. They have no reason to purge me from the system.

Im sure they didn't get a good feeling. A few bad customer surveys can make a advisor lose their job.

The saga continues......curious to see how it gets resolved at another dealer.

 

[Miami-Dade]

Got numerous complaints about this thread. Seems to be back on track.

Please keep this thread on the tracks before it gets derailed.

Thank you

 

[Donnation]

Spoke with the service manager. He admitted they hadn’t looked at the vehicle even one time and apologized for the miscommunication.

He asked if he could speak the the tech foreman tomorrow morning to see if they could get it resolved. I said that was fine but I’d need communication regarding a resolution in the morning and he said that he would do that. So I guess we’ll see.

 

[swathdiver]

I read the first page and stopped. I thought to myself that this is why every man ought to have his own scan tool to work on these things. I would have hooked up my MDI2 to a laptop running GDS2 and got after the problem myself. Nobody has more motivation to fix a vehicle than the guy who owns it.

Never be held hostage by a warranty.

 

[BrokerThis]

Spoke with the service manager. He admitted they hadn’t looked at the vehicle even one time and apologized for the miscommunication.

He asked if he could speak the the tech foreman tomorrow morning to see if they could get it resolved. I said that was fine but I’d need communication regarding a resolution in the morning and he said that he would do that. So I guess we’ll see.

Here's to hoping the manager comes thru with what he says!

 

[genestoy]

You did the right thing contacting management, likely he did not even know what was going on until you contacted him. If he fails to do what he promised then the General Manager is next. The management gets paid the big bucks to take care of business and heads will roll underneath them if it reaches upper level management. You will get results but stay cool!

 

[Donnation]

You did the right thing contacting management, likely he did not even know what was going on until you contacted him. If he fails to do what he promised then the General Manager is next. The management gets paid the big bucks to take care of business and heads will roll underneath them if it reaches upper level management. You will get results but stay cool!

Trying my best to stay cool. So frustrating.

 

[Banks22]

@Donnation good luck, they totally just dropped the ball on your whole thing and lost u. Hopefully they make it right

 

[Sam Harris]

Lol dude whatever. I’ve been nothing but polite to them. They have no reason to purge me from the system.

How dare you ask them any questions regarding their “work”, or expect any ETA, details, or for a loaner? you really screwed yourself there.
They clearly knew you were gonna give them a bad survey, as soon as the truck was dropped off by the tow truck. They had Sir Aleister, their full-time mystic do a cursory reading from the gum wrappers in your console, and knew you’d give them a bad survey.
It was pre ordained. Next time, just have someone else drop the truck off. Don’t call, certainly don’t show up. Just wait patiently. You’ll be just fine, and it will be all fixed up.
Now, it may take a few months, after the local tweakers break out a window from the vehicle at the end of the lot, and camp in there a while. During the police report, the PD will inquire who the owner of the vehicle is after the “cooking fire” consumes the vehicle, and they’ll look up the service ticket, and figure out it’s yours. Just part of the process bro.. just have to trust the process.

 

[BlaineBug]

If that’s indeed accurate.

Usually if you don't know the fix. Which can be common you call them for a case number. It's to cover the techs ass more than anything because a misdiagnosed warranty issue can hurt the techs score. But with tac involved even if fixed wrong you are covered.

Maybe my logic on this is flawed then. I had an intermittent electrical issue where TAC got involved. I felt as though outside help was coming to the rescue. Maybe not. Probably just more guessing but with covered ass to boot

 

[todayusay]

the humanity and humility comment from earlier goes both ways. dealers haven't had to work to sell a vehicle in 2 years. went a year with some dealerships adding $5k-10k market adjustments giving the salesman $2-3k commissions on selling vehicles that they used to get a flat new car commission of a couple hundred bucks.

yeah service departments are a little handcuffed when the dealership decided to sell all their loaners since used cars were sky high. doesn't give them the right to not be honest. don't have a loaner - then tell me you have no loaners. Haven't looked at it? Going up the food chain shouldn't be required to get that info. Can't look at it for two weeks? Then say it and expectations will be set. Uniformed or low man on the totem pole shouldn't be relaying incorrect information to customers.

I used to be one that said "ignorance is bliss" until I was corrected one day by someone that said ignorance get put you in some bad situations quickly...not quite bliss

We had issue after issue with our 2021 AT4. In the shop 13-15x over a 10 month period. Finally got fed up with the vehicle (not the dealership) and had a sit down with the owner (took about 2 weeks to catch him) and all I was looking for was to get an allocation in the near future to get out from under the 2021. When I showed him the service printouts, he called the service manager over and asked him a few questions. Service manager started defending his actions and I told him I wasn't complaining about them...but I could if he wanted to go down that path. After 6 months they had never fixed the sunroof trapping water issue and we ended up just going to another dealer to have it fixed. We sold it with the bluetooth audito having a constant warbly effect that made phone calls impossible.

Fact is some service depts get it and others - well they make a bad name for everyone else.

And surveys - we've had 5 different vehicles in for service over the past 2 years (probably 25+ visits) at seven different dealerships and only received a service survey twice.

 

[todayusay]

took a truck in for a recall a couple months ago, I called to make the appt and asked if they had the part to complete the recall. Yes.

I asked if they planned on holding the part for 4 days until my service appt since the parts were scarce. Yes.

Took off work, drove 30 mins one way, talked to the advisor for 30 seconds, and he said that they didn't have the part for the recall...back on the road in less than a minute. Wasn't rude, but not willing to give then a second chance.

Did they lie? Is incompetence lying? I shouldn't have to complete a three part communication discussion to bring in a vehicle for service.

It's simple, I'll drive hours to never go back there again. Not everyone is willing to do that and that's how they get away with it

Sounds like you are on the right path - although we may not be service techs, sometimes the obvious answer IS the obvious one.

 

[DuraYuk]

Maybe my logic on this is flawed then. I had an intermittent electrical issue where TAC got involved. I felt as though outside help was coming to the rescue. Maybe not. Probably just more guessing but with covered ass to boot

They have pretty good resources at hand. Usually the people at TAC are older seasoned veteran techs that have all the documentation and cases ever at their disposal. Sure they can get things wrong but it's much better than a tech trying to figure things out on their own. They can also escalate it to engineering if they can't figure something out.

 

[Donnation]

They 100% lied. Today it occurred to me that it was the first day they have ever looked at the vehicle. And the reason I know that is because I get notifications from OnStar saying my vehicle is getting diagnostics ran on it. Today is the first day that I received those notifications l and I revived them each time they tested something on the vehicle.

Lo and behold they actually moved my vehicle into the bay today and worked on it! And guess what, it was fixed within a few hours. The General manager called me and apologized for what had happened and said there would be no charge for the service. He said this was on them and that it wouldn’t happen again.

So I guess it paid off going to the GM.

 

[genestoy]

Yep, and that is exactly what I said to do, glad you have your vehicle back.

 

[Donnation]

Thank you all of you for the helpful advice!! I greatly appreciate it.

 

[StephenPT]

They 100% lied. Today it occurred to me that it was the first day they have ever looked at the vehicle. And the reason I know that is because I get notifications from OnStar saying my vehicle is getting diagnostics ran on it. Today is the first day that I received those notifications l and I revived them each time they tested something on the vehicle.

Lo and behold they actually moved my vehicle into the bay today and worked on it! And guess what, it was fixed within a few hours. The General manager called me and apologized for what had happened and said there would be no charge for the service. He said this was on them and that it wouldn’t happen again.

So I guess it paid off going to the GM.

Glad you have your rig back and that all is well! If you’re willing to share, I’d be curious to see what the notes say on your invoice regarding how they fixed it.

 

[Donnation]

Glad you have your rig back and that all is well! If you’re willing to share, I’d be curious to see what the notes say on your invoice regarding how they fixed it.

Will do. I'll be back in town later tonight and am picking it up first thing in the morning. I will take a photo of the notes and post them here.