I had the worst experience ever with a dealership. First Donnie wasn���t customer service friendly. He never gave updates unless I called. Then I felt like I was bothering him when I called. My first experience there I got text updates about my vehicle consistently until pick up. Second he said y���all was waiting a special piece and would have to take the grill off the front. He had my car for a total of 5 days. When I got it back the check engine light was off but y���all put this big mesh type of strip across the bottom of my grill that doesn���t velcro off. Never have I ever seen any other Trax or vehicle with this. Is this going to wear and tear when the car start getting washed in the summer? I couldn���t ask Donnie any of these questions because he kept throwing me on one of his coworkers to talk to me. Which he barely could explain because he didn���t know what was going on with my vehicle Donnie did. Also I had to ask for a loaner for the weekend one was never offered to me.
Overall a little frustrated that it took 9 days and nearly $2,600 to repair my car without a proper receipt breakdown or a courtesy car wash. I sincerely appreciate the shuttle service, loaner, and great communication from Charlie during the process of the repairs. It wasn't bad by any means, but I also wasn't blown away.
Learned to question service diagnostics I went because i was receiving multiple error codes on my car and a notification of reduced power. After the service team took a look I was told that I had "bad fuel" and the repair of a new fuel pump and flushing my gas tank was going to in the ballpark of $1300 and none of it covered by the warranty. I had used E-85 fuel recommended by GM as safe and had not had any issues for the two weeks prior driving around on the tank of gas. I challenged that the fuel pump and repairs should be covered by warranty, because I had no issues other than the alerts on my gas and the automatic car power reduction (thanks computers). The dealer finally after two days of my persistence suggested just cleaning my fuel tank and seeing how the fuel pump preformed. That is what we did and suprise no fuel pump issues. So I saved over $900 for an unnecessary repair by not just going along with what I was told. It just felt wrong, as I said no issues with the engine till the alerts came on. I was never asked about what type of fuel I was using, how were things before I brought it in, ect. I was told I could go back to the service station with my receipt and see if they would cover the cost. I asked the service agent just how that would go down. It would have been nicer to not say that and also to go to my insurance company and other poor suggestion. Again two days of the dealer holding their ground before finally trying the right thing. To cap it off when I picked up my vehicle the service agent (different than my "assigned" on asked how everything went? I told him very poorly, and I was extremely unhappy, he said he was sorry to hear that and ran up my bill and gave me my keys to the car. Never asked what was troubling me or suggested I speak to the service manager sitting 5 feet away in his office. I was never given my invoice of the work and cost preformed, I had to call or that on morning. On the bill was a non-detailed cost of $29.95 and I sent an email to ask what this was for and it was removed and refunded. Only then was it suggested If I like the service manager could give me a call 5 days after I brought my car in. he was very good and listed to me and followed up on what happened and called my back with a report. turns out the diagnostic code referred to a bulletin that recommend the fuel pump be replaced if E-85 fuel was used ( I was never asked, I did volunteer it after I was told about the fuel pump replacement). Again this points to an option of me being asked if I want to replace it not told TO replace it. I also reinforces my feeling the technician put no thought into the process (good time to ask the customer what type of fuel and how was the car driving). it also would have been very embarrassing to follow up on the service agents recommendation to go to the gas station and push for them to pay. The service manager was very nice and did follow up and "talked me off the cliff" so to speak, but I questions seriously if I would trust them in the future. I di get a free oil change for my trouble which was a nice gesture. In the end if I did not question the recommend service I would paid another $900-1000 and that buys a lot of oil changes.
Brian was super helpful. Especially with us being over two hours away from him. We were able to do everything over the phone. When picking up the vehicle, rain made sure everything was perfect and even came in to accommodate us in his day off.