Buyers beware! This dealership provided me with the worst... - nathanjones556
Buyers beware! This dealership provided me with the worst possible customer service and experience that I could ever imagine. My experience with this dealership was a three-month long horror story. I had brought my grandfather’s truck in for some repairs, as he wanted to sell the vehicle and it had a check engine light on (he is 86 years old and has bought many vehicles from this dealership and has gone nowhere else for work, repairs or maintenance. He is a very long-time loyal customer). I had already attempted two different fixes to repair the truck myself to no avail. The first time I brought it in I discovered that it had been worked on for the same problem six months prior and had only been driven 24 miles since. This truck was a 2008 Colorado with 24,000 original miles, very low mileage. They told me that they had replaced one of the sensors that I also had replaced six months prior, however that the second sensor that I replaced must be defective. I was told that the part that I had purchased was no good because it wasn’t a “GM” part. This ended up being a straight up lie and I part worked just fine. However, I bought there part anyway and installed their “GM” part. Upon installing the dealerships “GM” part, nothing changed, and the check engine light remained. I then decided to swap the other sensor that I had replaced also with the one they installed six months ago. Now the truck had all “GM” parts that came from their dealership. No change, light still on. Brought the truck back to the dealership and they looked at it for two weeks and told me that it must be a third sensor that has not been replaced. I tell them to fix it and they charge me for the repair. A week later I go to pick the truck up now that it was fixed, and the light came back on the second I turned the truck back on. Immediately came back into the dealership and they told me that their manual from GM did not have any other fixes for them so that they would have to contact GM to see what could be causing the problem. I drove the truck home. Two weeks later I never heard from anyone about anything. I came into the dealership with a Letter outlining everything that had occurred and explained my frustration with them being unable to fix the vehicle. I gave this letter to the service manager and talked with her explaining that I was upset that they not only didn’t fix the vehicle but that they didn’t contact me for two weeks. She had another tech look at my vehicle and he was able to tell me what he believed was wrong with the truck in one day. Why did I have to wait two weeks? They quote me for a $1200 repair. At this point for all of the repairs that had been done to the vehicle for the same problem had cost $750 and I was not about to give them another $1200. I was able to negotiate a discount of all of the previous repair work off of the total and I begrudgingly gave them about $600 for the remainder of this repair. This repair required removing the major components of the engines top end to replace a gear/pully. Upon removal of these parts, they discovered rust inside the engine caused by the vehicle not being driven long enough to get the vehicle up to temperature (my grandfather didn’t drive far). They continued the repair without ever informing me that they discovered rust until I had already paid them, and they had reassembled the engine. I only found out about it through their notes on my receipt. I drove the truck two times after these major repairs before the light came back on again for the same issue. I went back to the dealership to schedule yet another appointment, and like usual they cannot ever get me in their schedule in less than two weeks. So, the truck sits for two weeks in my driveway. Two weeks Later I start the truck and the light has magically disappeared. Being rather suspicious, I take the truck in to ask about it anyway, assuming that they would look at it under a warranty for their previous repair. I get there and they think that the best thing to do is to check other spots for more rust. I ask is they are going to charge me for that, and they say absolutely they would. I am appalled that they would yet again ask me for more money to look for rust considering they never told me about the rust in the first place or else I would have had them look more when they already had the engine halfway apart. This resulted in what was essentially an argument between myself and three of the dealership employees including the service manager and the last tech that did the repairs. Every one of them wanted to tell me that they had done everything perfectly and that they had provided me “great customer service” and that they hadn’t “wasted any of my time” (at this point I had been in contact with them fixing the truck for 84 days) 84 days is completely unreasonable for literally any vehicle repair. I could have gotten a totaled car fixed faster than they could not fix my truck. How can an employee say that they have provided me “great customer service” If I am standing in front of them telling them that they have done a poor job? Each of the employees thought that they had a vast understanding of all of the events that had taken place, but I was the only one there that was there throughout the entirety of this whole process. They were unwilling to do anything for me without me paying for it, even including just showing me under the truck where they were going to look for rust. When I asked, their “master tech” said that he wasn’t going to get under my truck to literally just point with his finger. He must think very highly of himself. The Service manager was also unwilling to provide me a refund either, even after the “master tech” suggested that they refund me. So they left me with nothing left to do. Three months of my time and a bunch of money wasted. I was treated poorly, I was given no sympathy, they took forever to do anything and all they cared about was my money. I would never do business with this dealership for any reason. No repairs, no maintenance and certainly not purchasing a vehicle. It was clear that at no point did they want me speaking to the owner of the dealership. Thanks for nothing Emmert Motors.
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