Another Dealer Horror Story, Part I
 

Hello HHR SS Fam,

Boy have I got a story for you... one I'm sure will be familiar, but I'd still like to run it by you guys by way of therapy for my nerves.

Background: I've got a '08 SS in Sunburst Orange, its been my daily for 3 years now and has hauled my fat arse from 130k when I found her, to over 310k. I love the wagon.

Back in May, while in lockdown here in Fl. I noticed an intermittent "tinny" rattle and occasional knock from the old girl, no loss of power, wasn't there on startup, went away while driving. I'd also noticed that if I sat in traffic for a period of time, the temp gauge would begin to climb, until I was back under way. Having never changed or serviced either the water pump, or the timing chain, I expected that was likely the cause and source of the issues. So, I scheduled service at my local bowtie dealership here in rural North Florida. I had initially contacted a recommended local shop in the small town I'm in, but when I had to point out to the Service mgr more than once in relating the problem I figured I had that the car has a timing "chain" and not a "belt", I decided a real Chevy Shop would be the best course. As I said this was in the relatively short time we were in an actual Pandemic Lockdown here in the state, so I wasn't really driving much other than the run to pickup take out or grocery store, so the wagon wasnt getting everyday use, I'd go out and crank her up, listen to the engine, worry, imagine worst case scenarios in my head, then shut her down. Anyway, the day of the appointment rolled around, but as I live about 10 miles from the dealership, I decided to have a flatbed take her in, when it arrived, I started her up, drove her right on, and they drove her off at the dealership.

That was at the end of May.

The day after the wagon arrived the Service Manager, or who I thought was the manager because thats what he told me, called to discuss the car. "So were doing an oil change Mr Alvarez?" Umm, no, I probably wouldn't have it towed to you for that, it should say on the online form I filled out that I suspect it needs a timing chain and possible water pump replacement. "Oh yeah, I see that now. So whats the car doing" So here I describe the noises it was making, the fact that Id never serviced or replaced either, and my research and history with cars led me to believe that was what was up, and "How much is a timing chain replacement?" I had looked at several places online and prices ranged from $800 to $1100 bucks, so when he said $700, I said great, lets do that. We both hung up and I went back to watching YouTube videos.

A week went by and I heard nothing back, thought to myself, "Well, its a smaller dealer in a smaller city, I'm sure they're busy, Im sure Im not the only customer" and waited to Monday to call. Monday I reach him after a few calls with no call back, and he says "Theyre scheduled to start work tomorrow" I said what? Youve had the car for a week? He says "Well we have to tear into it and the mechanic thinks its probably the timing chain" I said yes, thats right, thats what we talked about. "Well I will get with him and we'll call you back tomorrow" Wednesday, two days later, I get a call from them. "Ok Mr Alvarez, the mechanic got in there and says your going to need a timing chain, and a water pump, as well, umm.. the VVTs are fused to the head, so theres probably valve and cam damage, so... well, youre looking at $4000 for everything.."

I just about dropped my phone or threw it on the ground.

I said wth are you talking about? the car ran with no performance issues and only an intermittent rattle and occasional knock that went away, what are you talking about? He became a tiny bit aggressive and started making excuses, bla bla bla.. So I said. JFC, well what do I owe you to button it back up and I'll sort it out myself? He says "$800" I say hold the hell on, how do we get to $800 when you havent even done anything? "Well thats the tear down and estimate charge" I said what estimate charge, you told me a timing chain replacement was $700 dollars?? "Oh, no, thats the charge to asses whats needed" I reply I already told you what was needed, and your wrench agreed and then found a bunch of other things, and you told me it was $700 on Monday and thats what I agreed to!! I then said look, Im going to need to talk to the GM here so, don't do anything more at this point, bye. and hung up the phone. It wasn't a minute later my phone rings. Guess who? a guy that says this is "Rocco, Im the General Manager, it sounds like we have some troubles here, how can I help?"

So I haven't even had 30 seconds to calm down, but I gather myself and go over whats happened to this point with the "Service manager" (more on that later) and say I was never told about any assessment or estimate charge, that I told them to replace the chain and had asked specifically what the charge for that was, the car has been there almost 2 weeks. "Well let me look that up, ok a timing chain replace is $1400" I said thats not what Chevrolet says. He immediately says well, lets see how we can work this out for you, let me call you back when I work on the numbers.

Another day goes by, he calls me on Friday and says "Well as I said when we met, I've got this replacement engine here that we could put in" I say Rocco, what are you talking about, We've never met, as a matter of fact, I havent even been to the dealership yet. "Oh, umm well, I mean.. didnt we talk about a new engine?" No sir, I think you must be confusing me with someone else. Look, I just want you to button it back up, and I'll take it up to Jacksonville... "Oh um.. hold on a second, let me look at something" I hold the line for about 6 minutes, "Ok, heres what I'd like to do.. we'll go ahead and chalk this all up to miscommunication on my "Service Techs" part and well do the timing chain, water pump, get it all back together for you and not do those other parts, a new head, cams etc," I say new head?? umm well what am I looking at for that? "I'll do it for $1700 for everything, because we're going to have gaskets and other parts and fluids and listen, I'm really taking a loss on this but I can make sure this gets done, but the kicker is, I'm going to need to get some parts in, because of the virus, Chevy is making ventilators and parts have been hard to get" My head is reeling at this point so I just say ok, I mean I need my car back, and I appreciate you working with me and all, when will you be done? "I should have it finished by next Friday" (2nd week of June) Ok, I say, I'll talk to you next Friday.

Next Friday rolls around, by 1pm I havent heard anything, I call the dealership, get directed to VM, I leave a message to call me. Nothing by end of day.

Monday I call, speak to the guy that told me he was the service manager that I found out was a service tech, and ask about the car "Oh well I know hes buried to the elbow in it, let me call you back tomorrow"

Tuesday passes, Wednesday, Thursday I call them. "Ok, Mr Alvarez, the mechanic told me that he broke the "Head bolts" off taking it off, and its going to need to need to be replaced" I say awesome... how much is that? "Well, we can get you one for $860.." I said, tell you what, I'll have one drop shipped to you Monday. So I source a brand new head complete with cams, lifters and everything for $300, (ended up being $120 because I had Amazon Prime credits) It arrived there on Monday. Knowing how they have been operating, I wait until Wednesday to call- "Um yeah, the mechanic is going to start on that tomorrow"

Thursday passes, Friday passes

Monday I call and ask to speak to the general manager Rocco, person on phone says "umm Rocco? hold one I'll transfer you.." sent to VM.

Tuesday Rocco calls and says "Mr Alvarez, Im sorry, as you know we've been moving the dealership to the new location and things have been crazy around here, but I can make you a promise we'll be done this week" I say, well, no, I had no idea that the dealership was moving. Friday right? "Yes Sir, I'll call you if we finish before"

Of course Friday comes and goes...

Another Dealer Horror Story, Part II
 

(Part II)

Monday, its the 22nd of June, I go to the new dealership after lunch. I ask Is Rocco around? "The Service Manager? no sir, hes down at the old location" I think to myself, did he say "the Service Manager?" I get in the Traverse and drive down the road. I walk into the shop and theres my HHR on a lift, two bearded mechanics are under the front end looking up, I ask the desk is Rocco around? and the guy I later realize is the kid that told me he was the Svc Mgr looks past me, I turn around and find a bald guy holding a parts box near the back end of my wagon. Rocco? "Mr. Alvarez, glad to finally meet you" he shows me the box and says "Well the thing thats holding us up now is they sent us the wrong "pilot shaft" it says the right number on the box, but its the wrong part inside" I say great. When do I get me car back? "Well, we'll have it for you by Thursday" I leave.

Thursday passes. Friday passes.

Monday, I get a call. Its the 29th. "Mr Alvarez, I've got good and bad news" "We got everything back together, all buttoned back up with the new head, timing chain and water pump, ...and it ran for about 2 minutes and threw a main bearing..."

I couldn't say a word... I was speechless. I could feel my hand clenching so tightly around the phone that it started to pop out of its hard case.

"But I've got a solution for you, because I feel bad that this has happened" "Remember when this started, I told you that I had that replacement motor? I'm going to give that to you for what we've talked about up to this point, there might be some charges for gaskets and miscellaneous bolts and fluids, but Im going to take a huge loss on this just to get this right for you" I say why would there be gaskets on a replacement engine, and are you saying you'll do this for the $1700 we discussed? And what about the brand new head I had sent in? "Well you'll get the head back, maybe you can return it and get your money, and no, it's going to end up being... hold on a second, it will be $2200 for everything," I say no, they aren't going to return a head thats been installed on an engine that was then blown up.. At this point Im just exhausted, and I say ok, when will you be done?, when will I get my wagon back? "I'm going to need another 2, at most 3 weeks"

Well this brings us almost up to date on this saga. It's Friday, the 17th of July as I type this, the car was supposed to be done this week. I called on Tuesday and the "Service Tech" from the beginning of the story told me "We're finishing it up, we should be done by Thursday, Friday latest, I'll call you Thursday for sure with an update"

I called today, the dealership line immediately went to the loop, "Youve reached __ Chevrolet, press 1 for Service, 2 for Sales, or hold for the next available representative" I press 1, right to VM, I hang up, try the process again, same results. On the third call I press 2, for Sales. The voice on the other end picks up, and no lie, says "Mr Alvarez?" I chuckle to myself and say Is the GM Rocco around? "Um no, the GM isnt here and Rocco is on the phone right now, can I have him call you?" So I realize at that moment that Rocco isnt the GM, hes the Service Manager (maybe) I say it's important that he calls me back. Eventually Rocco does call, and tells me the following. "Well we're working on getting everything back together, we have the crank out now and I want to send it to the machine shop..." I say stop right there. Why the hell is the crank anywhere other than inside the engine, the replacement engine you told me you were just going to swap in, and would only take another 2 to 3 weeks on top of the month you already had the car to that point?? Now I question this engine, is it new? is it a reman? what is the shape of the turbo, is it new??

"Its a long block, no, were putting your turbo in it, those are thousands of dollars, theres nothing wrong with it, we're using some of your parts on this long block"

Again, the clenching of my hand around my phone starts, I say you have got to be kidding... "I'm doing what I can for you Mr Alvarez, this is really a losing deal for me, Im trying to make it right for you..." I say, when will the car be done, and replacement LNF's and LDK's most times include a new Turbo, when will my car be done, I need a real drop dead date. "Well, I can say NLT the 31st" I just about lose my **** at this point. I say you've had the effing car for two months, you know my next call is to the General Manager, and likely the District, right? "Mr. Alvarez, I am the "principle" I am the GM" I say really? then who is Mr. _ ? Finally I stopped "trusting" and looked at what the dealership says about the GM and it aint Rocco. "Well hes the "Sales Manager" you can call him if youd like, but hes going to send you right back to me..."

So, Monday I'm going to show up at the new location, and have a sit down with who the dealership says their General Manager is.

Stay tuned I guess, any input after this long ass sad tale is appreciated.

Very interesting.
Hope you have a lawyer on retainer. Sadly it looks like where this is headed.

I agree to this also.

Sad situation, all this for about a $200.00 set of timing chain and balance shaft chain and a water pump. Approximately 4 or 5 hours work if your handy and have a set of tools.
I agree with FMG , lawyer up

I got a call from the Owner the day after I lodged a BBB complaint and a refund in the mail 2 days later. I would not be dealing with "managers" anymore the owners are surprisingly accessible.

Thanks guys, I'm going to suggest they order a crate motor from ZZP Performance and install it, I'll pay the $2500 and not bring suit and everyone goes home happy.

You lost me on this.
Call from the owner ?
You too have engine problems ?

The owner of the Chevy dealer that tried to screw me by selling a "Certified Used Car" that had been nearly totaled with obvious evidence, if they had actually done the 54 point inspection. Things like no paint on the bolt heads that secure the fenders, missing insulation in the fenders etc.
They refunded me the $700 premium charged for "Certified Used" and sent me to third party for a complete inspection and alignment. And I kept the Guarantee that goes with "Certified".

I was pointing out that a BBB complaint is very effective and gets the owner of a dealership involved very quickly.

Good idea, to contact the BBB.