Over the years our family has purchased, driven and serviced our vehicles in meticulous fashion calling us predominately Chevy people. Through our lives we have had many opportunities to use non-GM services and after market maintenance but with pride returned to our GM and Chevy mechanics to maintain and service our vehicles with overall satisfaction.
It troubles me to have had a situation that has compelled to me to write to you in this fashion.
I own a 1996 Chevy Camaro that is my pride and joy. My wife and I have made all efforts to maintain this vehicle in as best condition possible. Taking it to our local dealership for regular preventive maintenance, tune ups and scheduled servicing.
On April 8th of this year 2006, while driving a regular route from Chandler to Scottsdale, my 96 Camaro suddenly began to act up and I was forced to pull off the freeway and into a near by gas station. Once parked safely off the road I popped the hood to find that my serpentine belt had disintegrated as a result of a broken pulley assembly attached to the alternator.
I did not hesitate to call my AAA of Arizona for a tow to the nearest Chevy dealership for immediate service, the nearest dealership was Van Chevrolet located at 8585 E. Frank Lloyd Wright Blvd. Although I had never visited this particular dealership before, I assumed the quality of service would be similar to that I have grown accustom to.
I was greeted by the service advisor, Justin Cerreta, and told that a mechanic would diagnose the problem. I left the dealership, wrapped up an work related assignment and returned approximately an hour later. After sitting for some time and spotting a sign that stated We are not responsible for items lost or stolen from your vehicle on these premises I strolled back to where the Camaro was being examined to remove a digital camera from the vehicle, just to be safe.
Finding the mechanic under the hood I asked what the trouble might be, he then informed me that he just then got the car and was still putting a list together. He quickly flashed the piece of paper that included a growing list of items. According to the invoice this mechanics name is Dan Gue. He began to point out and define several areas that were in need of immediate replacement such as cooling system, intake manifold, thermostat, power steering and rear differential pinion seal and explained that he was not yet finished and would need another half hour. I expressed that I would grab a burger and return for the cost estimate.
While I was tossing back a Big Mac I received a call from the service advisor, Justin; I asked what the cost would be. He was quick to indicate a cost of $3,000.00. Needless to say I was taken back by his quote and would be there as fast as I could walk to discuss it.
Seemingly familiar with my tone, Justin was quick to ask, So you just wanna fix the belt and the pulley? A little confused at this point I said yes. He never took the time to go over the rest of the quote with me or to explain whether the lack of the other repairs would be detrimental to my vehicle. My head was still clouded as I paid the $500.50 bill to the cashier for the limited work performed.
Once I left Van Chevrolet, the car was running great as usual, however I was concerned about the mechanics diagnosis. A family member suggested that I take the vehicle to a trusted independent automotive shop for further diagnostics. I left the car at the shop over night and was shocked when I received a call the next day there were no noticeable leaks. The car was fine except for the near future need of an oil change and possibly two front tires.
As a proud long time member of the General Motors Family and a Chevy owner I am seriously concerned about the quality of service I received at Van Chevrolet and I am personally insulted as a consumer. The thought that if I had given the go ahead with these UN-substantiated repairs, I would have incurred a significant unnecessary cost.
This may have been an isolated incident, however, I do recall more than one other disgruntled customer in the service area that day. I recall hearing him clearly state his dissatisfaction with the description of the repairs that were to be made to his vehicle, his dissatisfaction with the service representative assisting him and that employees Oh Well attitude.
I do not intend to let this incident tarnish my opinion of the GM/Chevy Company as a whole, but I will recommend and advise everyone that I come in contact with to avoid Van Chevrolet of Scottsdale AZ.
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