Confirmed Service Customer
Tuesday: I dropped off my car bc " engine light is on". I received a text with the link later in the afternoon with inspection results. I messaged my service advisor asking about the results and for him to call me so I can get further details. On the phone he provided details and I told him I will provide extended warranty via text so that he can see if it is covered. Wednesday: The next morning I messaged asking if he spoke to the warranty company, he said he was on the phone now. He advised that the "emissions" are not covered. I asked him what is the total for the two engine issues I had " engine coolant leak and the converter issue" he quoted 2563. I asked for a breakdown which was not provided. I also told him that " Please don't do anything to car I will pick it up later today. What time do you guys close?" He said i am looking at $333.00 (12:23 pm). I responded for him to call me (12:34 pm). I did not receive a call from him that day. During that afternoon, I called the office multiple times all went to voicemail. At 5:04 I texted him to call me at his earliest convenience. He then texted me that he would call me the next morning. I said thank you. Thursday: The next morning I did not receive a phone call. I texted him 10:54 to please give him a call. At 11:30 am I texted again " Hi Justin, I was expecting a call this morning. I haven't received a call back yet. Please call me or have someone else call me about my car." throughout the morning I proceeded to call the office and it all went to voice mail and i left voicemails. When the service provider finally called me back it was 11:36 am. When we spoke I asked him what the two different prices were between 2563 and the 333. He said that the 2563 was for the two engine issues that were not covered. And the 333 was for the tire sensor light. I advised to not touch the car as the tire sensor light was not an issue for me and I will pick up the car later. And I asked what time they closed and he said 6:30 and I said I will be there after work. When I arrived at the location my service provider was not there so I spoke to another. When I spoke to him he said my total is 295. I asked for what and he said for the work we did on your vehicle. I told him I told my service provider to not touch my car and that. I would pick it up later that day. He said I don't know what you and Justin spoke about, I am just the middle man. However they would not release the car without funds. And that I would need to come back at 7 am to speak to my service provider and a manager since one was not in the store. Friday:I came back at 7 am to speak to the service provider. He said that same thing about how I owe and I asked why when I told him that I did not authorize any work on the care for the Tires or engine. He said that since I provided the information for the extended warranty that and that they covered the tire sensor he said that their authorization goes over mine. We went back and forth on how that is possible when I told him multiple times to not touch the car in text and in the calls. He said that when I told him via text to not touch the car it was to late because he was on the phone with the extended warranty for 45 minutes and the tech was waiting for an answer. So he told the tech to do the work even as I did not authorize any work on the car. After speaking to the manager I ended up paying 230 for the diagnostic for the engine. My main issue was that they wanted me to pay for work that I did not authorize. There was a lack of communication because at no point did Justin advise that work was being done at all. Once I paid went outside to collect my car. The guy who went to go get it said that he had to jump my car because of the battery. I am not sure why he had to do that as I have not had an issue with the battery prior
Annalise R.
KISSIMME,
FL
![2015 Chevrolet Cruze 1G1PE5SB8F7128247](https://inv.assets.ansira.net/evox/color_0640_032/9887/9887_cc0640_032_G1E.jpg)
Business Response
Annalise, thank you for leaving this detailed feedback about your experience with our dealership. Our General Manager would like to help turn your experience around. If you're willing, please contact our GM at (407) 218-8216 to discuss what we can do to help.
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