Dealer caught in 3 lies about service to my truck - GM could careless

[rtrainham]

So I have been having a few issues with my '14 Silverado Crew Cab 4x4 and finally made time to take it up to my local dealer, Priority Chevrolet.

 

I scheduled the appt for 11am to get the truck looked at and had the 2 recalls listed as well as the rattle that takes place usually in the morning time, the climate control LEDs not been lite up, and finally some issue with the chrome on the grill and front bumper...I added to to the service ticket that if they need my truck longer than the days working hours, that I would need a truck with towing capabilities as a loaner..

 

After arriving and letting the advisor know I was there, apparently the system had a fault and I had to repeat to him all the notes I put in online. Not a big deal but still aggravating to say the least. Took the service tech around the block and of course it wouldn't reproduce. That was expected and told him it had to be left overnight to hear the sound in the AM. Went back and started talking to the service advisor.

 

He then said they have no trucks and only can get me into a chevy cruze. I told him I would have to cancel my appt and reschedule it with other arrangements at a later date, since I was already running behind for work and didn't have time to figure out the whole towing/truck situation. He said hold on, called someone, and said we actually have a truck that I can get you in but it doesn't have towing, but will a bed work? I said sure I can make due for one day, he said it'll be no more than twenty and go wait in the lounge. I said please let me know if it's going to be any longer. He said no problem, 1 hour went by and still no word. I walk back into the service desk area (separate building) and conveniently enough as soon as he sees me he is hanging out with the rental car person and told me the guy just arrived with my rental vehicle. I then had to ride over to the rental building, wait in line and then fill out forms and they had trouble with the truck being not deactivated properly from the last customer.

 

 

Finally 3.5 hours later I'm on my way to work. I had the bright idea to use my GM Onstar app and check my mileage from leaving my vehicle to see how much it is driven while I'm gone. I also decided to message the GM people on the forums and let them know I dropped it off and to contact the dealer like they said they would.

A couple hours later I get call from the CRM at the dealer and she asked me to describe everything over again and she said that she would definitely look into it for me. The next day I check the app periodically and screenshot each time I look at it. Oddly enough, the plan was for them to drive it in the AM, and I caught that they didn't drive it til between 1-2pm the next day.

 

Around 330 the service receptionist called me and said the truck was ready. She also answered my question of was everything taken care of with they drove the vehicle and nothing was able to be heard or found. I asked did they drive it in the AM ? Because I know it makes it every single morning for a fact. She said yes, in fact they drove it early in the am and later in the afternoon. I left it at that knowing that she just threw some bs at me and said ok I'll be in shortly. Went in and talked to my service advisor and asked him the same question and he said yes they drove it in the morning. I still kept my mouth shut so I could see how big of a hole they would put themselves in, he also said that the led lights were lite up and he had 3 managers go check to confirm that they were lite. I blatantly told him that they all were wrong and I know the lights are not lite up. He disagreed and told me that if I could find them on a new vehicle in the lot than go right ahead, but those 3 managers double checked two different trucks out there and didn't see any other lights.

 

The CRM showed up about this time and we talked and she told me the same thing. She referred to the GM people on this forum are nuts and she has to deal with them all the time, and reiterated the fact that they technically are in no way supported by GM. She also said that she had 3 managers check the chrome bumper and could not see what I was talking about. I immediately said ok well I'm going to go look at my vehicle and check the front lot for those lights. I went outside to my truck, snapped a picture on my phone, took it back in there and sat on the desk and said I'm not sure how you or the other managers missed it. The service advisor recommended they detail department may have a product to purchase to fix the issue, and I didn't even respond to the comment and the CRM jumped in and said we will look at getting it taken care of. I left and stopped by a truck on the lot, saw a salesman and asked to check the lights out on one of the trucks, he grabbed the keys and cut it on and sure enough there's a bright blue led ring! I drove back to service and looked for the CRM who was no where to be found, the service advisor asked what I found and I told him and he interrupted me and said I'll have to let Liz know but I have to check these customers out and went back to what he was doing.

 

Called the CRMs phone with no answer.... So I left it at that and went home furious. Decided to call GM directly to see if I could finally just get the things I needed fixed taken care, and to stop being bs'd about all these mysteriously hidden problems that only I and the service advisor could find. Talked the the district someone or another and she was appalled by what happened and I told her that I didn't tell the dealership that I had these snapshots, because it doesn't matter at this point, it just shows their straight dishonesty and lack of respect in trying to find the problem with the vehicle. I also told her that she needed to find what the deal with the 3 managers that looked at everything because apparently they must be visually impaired in someway.

 

So now it's been 5 days and no word back from anyone, and I called the GM District person and ended up getting VM.

 

 

Sorry for the long story but I just want some thoughts on whats the best action to take next? The dealer out right is caught in multiple obvious lies about servicing my vehicle and apparently GM could careless about it. That is terrible customer service in all aspects.

 

 

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[seamonster]

Having a few problems is no big deal but your dealer sucks you need to find a

different one. There are good ones that will take care of your concerns.

[rtrainham]

Yea the problems really don't concern me too much. I know that ultimately I'm covered if something were to fail critically. It's just I hate being toyed around with and having to waste my time trying to get them to fix something and especially when I have the proof they didn't follow the simple plan of testing it first thing. What's the point of keeping it if they don't do that?

 

It just is irritating and frustrating to say the least. Especially because I'm not they type to complain about service usually; Except when someone wastes all of my time and the hassle of having to try and load my gear into a bed and work out of it for a day, meanwhile they twiddle their thumbs and do whatever

 

 

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[chuckl1218]

I'm sorry you are having so many issues, but just so that you are informed more about the LED Radio/HVAC illumination in case you haven't followed all of the drama...several of us have had this fixed after many attempts, but now members are being told by their dealers that GM will not allow them to order parts, citing a recent bulletin which I have attached. My dealer fixed mine and said I was lucky they were able to take care of it "for customer satisfaction", but now they would not be able to address new concerns about the LED illumination.

 

Edited to add better picture of the bulletin. Sorru about that...

 

 

[rtrainham]

Yea , I saw that on the forums somewhere. Luckily, I actually put a service ticket about the led in 2 1/2 months ago so they have it on file, I just hadn't taken it in to get fixed. Since the issue was brought up before that memo, it should be taken care of. Even if it isn't , I really could careless either way, I just was mad about the dishonesty that they displayed when addressing it. The CRM even got in my truck and said " that ring? That's not even clear, it looks like black plastic to me" . At this point, it's gotten to be just out of spite, I want it taken care of.

 

 

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[chuckl1218]

Understand. Sometimes it is just the principle of the thing. I Googled Priority Chevrolet in Chesapeake, VA...let's just say there was a lot of interesting stuff returned besides car deals. Hmmm.

[rtrainham]

What'd you come across?

 

 

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[surebuttercringe]

While I agree that some of these items that you listed are not ideal, I think you may be overestimating the competency of dealerships. Not just Chevrolet, but pretty much any dealership that doesn't sell Ferarris, Lamborghinis, etc. I have found that when it comes the service department, one person has no clue what another person is doing. There's a serious disconnect between the online service scheduler, the service advisor, the technician and the service manager. They are rarely on the same page.

 

I can't tell you how many times I've scheduled a service online and wrote down everything that needed to be done, only to have someone call me and have me repeat everything I just entered. Then when I get to the dealer, repeat it again to the service advisor. After the work is done and you ask what was the issues, the person who called you doesn't have a clue, they were just told to call you and tell you the vehicle work is done. It's frustrating to say the least.

[thewhitestallion]

I usually have good luck when contacting a district manager with GM when something like this happens but in due time. I can understand the principle here but I say to hell with them and find another dealer. Although going to a dealer that you didn't buy your truck from is a task in-and-of-itself. Some dealers are real sticklers about that but there are some really good dealers out there, luckily I have one that is close by. Good luck on your adventure with that dealer.

[Jason952]

What does that bulletin say?

 

 

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[mike94silverado]

What does the dealer think they are gaining by Doing all this

 

 

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[iCryWheniGoPoop]

Lol.... This is how this Priority Chevrolet does business and this was reported by a local ABC news station.

 

Priority sold This person a vehicle in 2012, realized they sold it for 6000 too cheap. Harassed them to come in and re-sign new papers for the correct price. This person refused so they reported the vehicle stolen and had this customer arrested. Needless to say a law suite was filed.

 

http://abcnews.go.com/News/chevy-dealer-errs-in-sale-price-has-customer-danny-sawyer-arrested-for-theft/blogEntry?id=17396474&ref=http%3A%2F%2Fsearch.yahoo.com%2Fsearch%3B_ylt%3DA0LEVz37wFNTFVMApcpx.9w4%3Fp%3Dpriority%2Bchevrolet%2Bchesapeake%2Bva%26fr%3Diphone%26_tsrc%3Dapple%26psqn%3D2%26b%3D11%26pstart%3D4

[tanner709]

While I agree that some of these items that you listed are not ideal, I think you may be overestimating the competency of dealerships. Not just Chevrolet, but pretty much any dealership that doesn't sell Ferarris, Lamborghinis, etc. I have found that when it comes the service department, one person has no clue what another person is doing. There's a serious disconnect between the online service scheduler, the service advisor, the technician and the service manager. They are rarely on the same page.

 

I can't tell you how many times I've scheduled a service online and wrote down everything that needed to be done, only to have someone call me and have me repeat everything I just entered. Then when I get to the dealer, repeat it again to the service advisor. After the work is done and you ask what was the issues, the person who called you doesn't have a clue, they were just told to call you and tell you the vehicle work is done. It's frustrating to say the least.

I agree in with what you are stating but how in any shape/form is this our problem as a customer?

 

If they don't have their ducks in a row, it's their problem and definitely not ours for picking that dealer. We shouldn't have to "manage" these people or put up with it.

 

It happens with every company but it's not acceptable and for a large company such as GM t shouldn't happen as often as it does. My dealer sucks too, they are clueless and never admit fault.

[Daryl Z71]

These bad apple dealerships that sell GM vehicles need formal complaints filed against them to let GM know who is providing bad customer service.

 

Last week I filed a formal compliment for my dealership because they always take care of me no questions asked. I figured that GM should know that my dealership makes buying their product a positive experience.

 

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[Full Lock]

Lol.... This is how this Priority Chevrolet does business and this was reported by a local ABC news station.

Priority sold This person a vehicle in 2012, realized they sold it for 6000 too cheap. Harassed them to come in and re-sign new papers for the correct price. This person refused so they reported the vehicle stolen and had this customer arrested. Needless to say a law suite was filed. http://abcnews.go.com/News/chevy-dealer-errs-in-sale-price-has-customer-danny-sawyer-arrested-for-theft/blogEntry?id=17396474&ref=http%3A%2F%2Fsearch.yahoo.com%2Fsearch%3B_ylt%3DA0LEVz37wFNTFVMApcpx.9w4%3Fp%3Dpriority%2Bchevrolet%2Bchesapeake%2Bva%26fr%3Diphone%26_tsrc%3Dapple%26psqn%3D2%26b%3D11%26pstart%3D4

Wow