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

RobDarden · April 20, 2014

I have purchased several vehicles from Priority over the years and had great experiences. I went to purchase my new 2014 Silverado there but the experience was less than pleasant. So much so that I purchased my High Country elsewhere. I believe that I also caught them in some dishonesty, but I don't want to accuse anyone of lying if it was a miscommunication. I hope Priority gets it's act together. I will give them another chance, but this experience was not what I was use to from them.

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rtrainham · April 20, 2014

I have purchased several vehicles from Priority over the years and had great experiences. I went to purchase my new 2014 Silverado there but the experience was less than pleasant. So much so that I purchased my High Country elsewhere. I believe that I also caught them in some dishonesty, but I don't want to accuse anyone of lying if it was a miscommunication. I hope Priority gets it's act together. I will give them another chance, but this experience was not what I was use to from them.

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I agree 100%, and your pretty much spot on with the way I've seen it transform. I think something has changed or somewhere the company has become slack. I purchased my 2005 Silverado and the experience was almost a complete 180.

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rtrainham · April 20, 2014

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.

Yea that's the reason I didn't actually accuse anyone and throw the screenshots in their face on the spot. But clear instructions were left for the technicians for them to start the vehicle in the AM. If I were the service advisor, I wouldn't say yes they started it in the morning, or like the one lady went as far as testing it twice... I would have said hold on one sec, walked into the shop, find the tech that signed off on it and asked around what time did you start the vehicle, and/or asked him to come speak with the customer and better answer any questions the customer may have. To just lie about it shows me as the customer, that they just don't care about the problem what so ever, and just want me out of there as quickly as possible.

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rtrainham · April 20, 2014

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

I heard about that when it happened! Crazy

Didn't that guy sit in jail for 4 hours and then he filed the lawsuit against the dealer for 2.2 mil?

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surebuttercringe · April 20, 2014

Yea that's the reason I didn't actually accuse anyone and throw the screenshots in their face on the spot. But clear instructions were left for the technicians for them to start the vehicle in the AM. If I were the service advisor, I wouldn't say yes they started it in the morning, or like the one lady went as far as testing it twice... I would have said hold on one sec, walked into the shop, find the tech that signed off on it and asked around what time did you start the vehicle, and/or asked him to come speak with the customer and better answer any questions the customer may have. To just lie about it shows me as the customer, that they just don't care about the problem what so ever, and just want me out of there as quickly as possible.

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Yeah, that's never going to happen. There's a reason that there are service advisors and technicians. They don't want the technicians talking to the customers and the service advisors doing the work. The service advisors are there as a buffer between the shop and you. They are there to tell customers what can and can't be done and if it falls under warranty or needs to be paid by the customer. I bet if it was up to the technician, they'd probably just fix it and move on, but the advisor is there to make the dealership money and recoup losses.

rtrainham · April 20, 2014

Yeah, that's never going to happen. There's a reason that there are service advisors and technicians. They don't want the technicians talking to the customers and the service advisors doing the work. The service advisors are there as a buffer between the shop and you. They are there to tell customers what can and can't be done and if it falls under warranty or needs to be paid by the customer. I bet if it was up to the technician, they'd probably just fix it and move on, but the advisor is there to make the dealership money and recoup losses.

I've talked to the tech on many of occasions, as long as the vehicle was covered under warranty because there really isn't much to sell the customer on. At the same time, if it's not warranty work, your right, because that's the reason service advisor is there for, to just sell or "advise" you about a whole bunch of services you "need".

It probably varies from dealer to dealer and even within the staff.

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Likarok · April 20, 2014

Yeah, don't get married to the dealer you bought the truck at! I deal with any dealer that has the truck/car I want, I may never be back there again...........for anything. You are buying the truck! Not them. Go to another dealer, but I would definitely tweet the GM help line and let them know your issue. I think after all this ignition key BS GM is having little patience for F---ed up dealers.

Many of the dealers I have dealt with may have a awesome salesman/sales manager, but have the worst service dept. If they have a bad salesman though the service dept usually does not get a chance to impress me! hahaha

chuckl1218 · April 20, 2014

Rtrainham...my Google search showed the aforementioned issue with the customer purchase and arrest/law suit and other issues. Most car dealer searches show sales or marketing articles for their latest deals.

The light illumination bulletin basically directs the dealer service folks to tell customers that it is operating as designed and that turning the lights on was a production line change. They are not to replace parts to fix this issue.

I edited the bulletin to a better pic that is bigger so you can see it.

rtrainham · April 21, 2014

Crazy part about that is I didn't look to deep into the crazy story about the guy getting put into jail, so I had no clue that it was priority until I read the article the guy posted earlier. And I didn't search reviews on the dealer cause I've used them in the past and had good experiences. Had I known that, I would have avoided them all together...

So if I had some due diligence, you make a pretty obvious and great point. How are they still operating with this kind of sh** happening every other week.

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GMCustomerService · April 21, 2014

Hi Ronnie,

I apologize if you have experienced a less than satisfactory experience with your dealership! I can definitely understand your frustration based on your current situation. If any additional assistance is needed please don't hesitate to send me via private message.

Sincerely,

Andraya R.

GM Customer Care

rtrainham · July 9, 2014

Private message has been sent. Still have not heard from the dealer nor from GM regarding this issue/event. I've been looking for a new dealership but it seems they all have the same crappy service standards based off their reviews and other info due to me being from the area.

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lefty421 · July 10, 2014

I have my truck serviced at a dealer that I did not buy it from and they have been nothing but great about it.

I bought my truck from an out of state dealer and drove 300+ miles to get it home even though there is a local chevy dealer 5 minutes from my house. I just hit 7000 miles last week and needed to get it in for its first oil change/tire rotation, etc.. The local dealers service dept closes at 5:30PM. I called up and asked the service writer if I brought my truck in at 4PM, if that would leave them enough time to do the oil change and rotate the tires... They said yes, no problem, see you at 4. Showed up at 4PM, they realized the truck wasn't in their computer and mentioned that since the truck had never been there before they would need to pull the full VIN before getting started. The service manager informed me that there were 3 open recalls/TSB on the truck and asked if I wanted them done also, and mentioned that as long as all the reflashing went smoothly, there was enough time to do them all. I agreed. at 5:25PM, the service manager came and got me from the waiting lounge and told me that everything was done and that my truck was getting a complimentary wash and would be ready any minute. He then told me that they were in such a hurry to get it all done in time, and that they didn't want me waiting any longer than I had to, that they didn't bother writing up the paperwork yet and they would just mail me a copy in a few days. As soon as he finished telling me this, my freshly washed truck pulled up and they sent me on my way. Never signed a single thing, they just took care of it and sent me on my way. As long as GM is paying for the warranty work, I don't see why they would give you any trouble.

There are good dealers and there are shady dealers. No sense wasting time with a shady one. I'm sure another dealer would be happy to have you as a customer.