Purchasing: Straight forward for the most part, they of course try to up sell you on everything. Some of the things don't even make sense (such as two forms of road side assistance.) Maintenance: After the first 10 months they dropped the ball on everything. I had prepaid service agreement (for oil changes, multi point inspections, ect), they kept on claiming it was done. I checked my papers I still had 4 left. They sent me a post card saying I had 4 left. I called a manager and he said to bring in all my papers next time. I said what happened, you guys use to be able to pull it up by the VIN number? "Our computers stuck, we've had personnel problems too." Before the next oil change I noticed my car was making noise. I bought the extended warranty, so I bring it in. They inspect it, find out it need a new motor mount and some belts. I ask is the motor mount covered by my warranty? Before even looking at what warranty I had "No," it's about $490. I said I'll think about it. My uncle is a mechanic, right away he says it should be covered by the warranty. I call the warranty number, not only should it be covered by the extended warranty, but it's also covered by the BASE POWERTRAIN warranty that was still in effect. I left a voicemail with the service rep who left her card with me, she called me back saying she checked and I was right, it is covered. She ordered the part and we set an appointment. I came in for my appointment--waited over 2 hours because her manager wanted to get the warranty approved before they started on it. I complained about the back and forth and inane wait time. He told me it's protocol for all jobs over $500, I said well its under $500, and you confirmed it when you ordered the part, "let's not look at the past anymore" he tells me. Waist. Of. Time. Next issue comes up. My thermostat is out of whack, it's reading 40 below while is 80 out. I read my warranty papers, it's covered. I call my warranty policy, it's covered. I call them to see if they have the part in, they want to troubleshoot first. OK fair enough, but i just wanted to see if they have the part in because I didn't want to come in twice and wait over 2 hours again (and it can only be so many things wrong for it to do that,) worse case I order the part on my own and refund it through the warranty. Transferred me to parts, they had it. Cool, transfers me back to make a service appointment. I'm on hold for 10 minutes. They disconnect. I call again, disconnect. I call main number, on hold for 10 minutes, someone picks up, I hear background talking and papers. disconnect. I call again and start driving there. I'm about 15 min away. I pull up in the garage, the reps at the desks are helping no one, I'm still on the phone and on hold. I hang up, stand out side my car and wait about 5 min. Guy finally comes up to me and I tell him the issue, and explain I was on the phone being sent in circles. "Our phone system sucks" and he goes on to mock my issue. I paid for extended warranty, this is covered, I wanted it fixed. He asks me, is it under warranty? I say yea. But they're so busy I would have to wait 5 hours. If i wanted to be a jerk I could of asked for a rental, because the warranty coverage covers that for extended repairs. I gave up though. I never went back. They play games.
CC29
Apr 17, 2020
