Mulling it over. To Whom It May Concern First and foremost I would like to apologize for the problems Mrs Crotty has had with our service team. I have done the due diligence and would like to address her concerns. I can assure you we have not grown to be one of if not the largest Chevrolet Dealerships in the nation by ignoring complaints. I realize we have 170 employees and as much as I hope mistakes never be made that is simply not realistic. When there is a problem we deal with it swiftly and professionally. If my team makes a mistake we live up to it and use it as a training tool to make sure it doesnt happen again Mrs Crotty reports that a year ago Darryl made a fraudulent attempt to get her to spend 1200 on unnecessary brake work. I have dug up the repair order dated 10/17/2012. On that repair order it states vehicle needs front and rear brakes . Complete pads and discs $347.00 . It also says needs 2 rear tires mounted and balanced with a quote of $398.78. I was not involved in the quote and was not there to hear the conversation between Darryl and Mrs Crotty but based on the written documentation there was certainly some sort of miscommunication. After reviewing the technicians report we stand by our belief that this Traverse did need brakes. My employees understand that should they ever be found selling or offering anything that was not truly needed it would be looked at as a major breach in company policy and would be dealt with accordingly. During Mr Crottys last visit she reported that she had an understanding of exactly what was wrong with the vehicle and she knew from her research it was a camshaft and timing chain issue and she asked us to fix the vehicle. Once again I was not present for this conversation but I can certainly lend insight to General Motors Policy and Procedure mandates. When a consumer comes in we may not in any case do the work on a vehicle without proper documentation that the work is indeed warranted. If we do we are open to warranty audit and subsequent charge back. It sounds like Darryl didnt explain this properly. We never refuse to do the work we just have to have the light on or computer codes stored in order to proceed. If we dont explain this properly and bring a consumers vehicle in for repair we could very well wind up having to return it with no work completed. Mrs Crottys vehicle was brought in. The technician drove the vehicle which triggered the light and the repair was made fully under warranty. I never screen my calls and certainly am willing to discuss any issues Mr or Mrs Crotty would like to discuss further. Duane Paddock Owner Paddock Chevrolet
Posted on: Fri, 22 Nov 2013 21:33:32 +0000
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