[slothcruzer]

We really are upset with the service we're receiving from our local dealer where our new car came from and its only getting worse. Like idiots we bought an ext warranty w/ them too and if we dont go there in future we pay more.
The very first service free oil change and rotation and they checked a brake light bulliten recall thing it wasnt even done right.
The oil is still dirty. They mashed a lug nut cover. And we told them our battery was wet all over but not well they did not record that I can see. They supposedly put new gasket in brake light that night short visit for all that.
Now a few weeks later battery still soaked but not well (like condensation) and it affects the back seat in belt wells on ocas' (they dont believe me) and they tear the seat out this visit had it over night. Our liner in back is bent creased now dirt finger print, dirt in general and the seat on one side is lose and wagging no bolt and the seat belts are mashed under seat cant reach them.
We told them and they said that we'd have to come back a third time now as they were leaving.
This is other end of town thru' miserable traffic. To top it off not that it matters but its the point they never wash the car after they offer coupons that they never give us.
They just act nice and give you their card and nothing ever happens. They told may they did this thorough exam thing w/ a water specialist, I appreciate it I told him that but we still have a soggy battery daily. It drys then starts over.

Im so upset now I dont trust them for anything. We feel caught and are paying on this new car 8k miles still. I took pics but what does that prove unless theyre taken in their garage? We are finished w/ this dealer and they own most lots on our county and frankly w/ the issues we are having we may have to go back to toyota again someday we somehow had a great experience there. Just liked the cruze better. What do we do who can we contact? I dont want to wait till its over a year old. And Im deathly afraid we will need major service under warranty in engine and i do not trust these folks at all. Im just really sad, talk about new car kill joy, they are killing it.

And I have major surgical health stuff to face coming up so I dont need this now.

 

[Tomko]

Car problems are upsetting. Especially on a new car.

People probelms are upsetting. (People at the dealer.)

Health problems are upsetting.

You've got a lot on your plate. But GM customer care can lend you a hand.

You also need to find out who the best dealer service department is in your region and start developing a relationship with them.

 

[Eddy Cruze]

Sorry to hear about your health issues. The Retail Dealer is independent from G.M., the corporation and there is nothing you can do aside from filing a complaint with your State if its a Lemon (Time Limits apply) or your State Bureau of Automotive Repair. Also if you get an official survey you may give them the lowest possible marks, although you might need to deal with them in the future. You can always cancel the 'Extended Warranty" for a small fee, yes some policies are sold where you pay more if you don't use the selling dealer for repairs which indicated they probably stuck you with a non GMPP/GMEPP plan. For now you can visit any G.M. Dealer in the United States under your Factory warranty

 

[slothcruzer]

how does one contact gm cust care and will it just make the dealer even angrier and do more damage?

 

[slothcruzer]

how would I find out which dealer is the best?

 

[jblackburn]

Send them a PM on the forum here.

View Profile: Chevy Customer Care - Chevy Cruze Forum : Chevrolet Cruze Forums

Read reviews for other dealers around your area - Yelp, Google, etc. Some have a crappy rating for good reason. Others are just random angry customers.

 

[slothcruzer]

Thanks folks much appreciated, I just feel burned and stuck.

 

[jblackburn]

I've been in that situation too. I live in an area where there are a few dealers to choose from (usually with lots of traffic in between). I've sworn off two Chevrolet dealers in particular, and one Toyota dealer in the area after I found them unhelpful or just woefully incompetent. Useless dealers or service departments are out there in any area or for any brand - which isn't good, since the dealer experience can make or break the brand loyalty for some owners.

Leave them a bad review, ask to talk to the service dept manager...let them know what they screwed up. If management actually cares, hopefully they'll make some changes.

 

[slothcruzer]

The man that checked our car out today was service manager after I left I called the receptionist and unidentified just asked who top manager was in service it was this person who I communicated with all day and at check out. he keeps giving our car to the same tech and I think he must be yelled at because he is messing things up in the car worse and worse. I never imagined theyd keep giving it to the same tech to check work

I've been in that situation too. I live in an area where there are a few dealers to choose from (usually with lots of traffic in between). I've sworn off two Chevrolet dealers in particular, and one Toyota dealer in the area after I found them unhelpful or just woefully incompetent. Useless dealers or service departments are out there in any area or for any brand - which isn't good, since the dealer experience can make or break the brand loyalty for some owners.

Leave them a bad review, ask to talk to the service dept manager...let them know what they screwed up. If management actually cares, hopefully they'll make some changes.

 

[Tomko]

The man that checked our car out today was service manager after I left I called the receptionist and unidentified just asked who top manager was in service it was this person who I communicated with all day and at check out. he keeps giving our car to the same tech and I think he must be yelled at because he is messing things up in the car worse and worse. I never imagined theyd keep giving it to the same tech to check work

That tech may have been paid to do the repair correctly the first time. Since it's a come-back they want him to fix it again, correctly, at no pay. It is an exceptional circumstance when they pay two people to make the same repair.

 

[slothcruzer]

Wait the dealer doesnt pay the mechanics to re fix a mess a up? Isnt that illegal? if thats the case no wonder they screw things up. Thats crap for us. I dont know but it didnt look anything liek this the first time they did it supposedly. So either it wasnt done the first time or they were ticked the second time. btw this was not my idea it was the dealers to have them re check it. They did not say if it was right first time or not. I wish theyd work out employee employer issues without damaging my car.

That tech may have been paid to do the repair correctly the first time. Since it's a come-back they want him to fix it again, correctly, at no pay. It is an exceptional circumstance when they pay two people to make the same repair.

 

[slothcruzer]

Photos of what they did to my car

seat belt clips are all twisted down in on both sides cant even pull em up, manager couldnt either, the crimp in liner goes all way across and on side wings too and filthy dirt on button area but whatever. Seat clip wont shut at all on one side. And this is nothing really but it didnt have all that dirt either which was btw all over the battery area too white stuff. We are supposed to drop by and they will fix it sometime (thats what he said) with out appt it wont be documented w/ rcpt I guess? The liner I didnt see till I got home or seat clip so they dont even know about that. manager only saw buried seat belt which is clipped down since one side of seat is still clipped. Did they break the clip?
Edit to add, yup they broke the clip I went out and looked after reading a past post on here about the clip. The piece of busted plastic was on floor slightly under opposite seat. The good news is I was able to get the seat belts out thanks to the busted clip but of course bad news is the seat is now lose and the clip prob costs some stupid price and they prob wont believe me. All thats left is the crimp all across back headliner, devalues it a bit but I really dont want them in my car again I have to think about it. Now that Im cooling off about it I really dont want to go back unless I must or seat gets wet again. Then maybe another dealer.

 

[NickD]

GM reps here told me to find a new dealer, my two in torn were good until GM forced then to remodel, waiting room was real nice, but not warranty, how about trading your 15 month old vehicle for a new one. Felt GM was more concerned about their dealers than me with dealer installed options, with fog lamps, tossing away just as many parts that you already paid for for different parts at retail prices. Can't even put on splash shields straight, and is their really such a thing as a certified floor mat installer.

Did drive to my old town 30 miles away to a Chevy dealer that was good, also told me GM wanted to remodel, said he doesn't sell enough cars to pay for it, so is dealing with used vehicles now, making a lot more money with a lot less headaches.

Found that GM hotline 800 number, you start from the bottom and have to work your way up, but still talking to people that don't know anything about cars. My rear disc calipers were bad at 15 months, piston was going back and forth by working the lever, my two dealers in town didn't even know you have to work the hand brake. But from direct word from GM, replaced them. What a terrible job, had leaks, hoses were not tight, screws were missing, but at least I had two brand new calipers, so corrected everything myself.

Then at 24 months my battery developed a high self discharge rate, neither in town would replace it, if sat for 24 hours would be stone dead. But did find a small Chevy dealer 13 miles north of town still working in a hundred year old building, they replaced that battery instantly. After BB was up, replaced the camshaft cover and did a good job.

So if you can find a dealer like this, you will be lucky.

We have public access to property taxes, looked them up, property taxes skyrocketed, but not only GM dealers, Ford, Chrysler, and Toyota as well. Some crazy marketing people think big fancy buildings sells vehicles, when what people want is good service.

Really can't blame the dealers, warranty work is both half the time and half the rates, no profit on parts so only making a quarter as much. If a cold rolled unplated steel bolt in aluminum breaks off, leave it. Some plastic parts also break off if removed, sure not making vehicles like they use to. With electronics, dead lost.

 

[EricSmit]

Wait the dealer doesnt pay the mechanics to re fix a mess a up? Isnt that illegal? if thats the case no wonder they screw things up. Thats crap for us. I dont know but it didnt look anything liek this the first time they did it supposedly. So either it wasnt done the first time or they were ticked the second time. btw this was not my idea it was the dealers to have them re check it. They did not say if it was right first time or not. I wish theyd work out employee employer issues without damaging my car.

You (warranty) paid for the fix the first time. Who do you think is paying when you bring it back in complaining? It's not illegal. I get that you're upset, but try to relax and speak to them calmly. You'll get much further by just stating your complaint calmly than by coming in on a tirade. I had a guy recently yelling at me in the dealership. I didn't even know who he was, because he was not my customer, but he bought a used car a while ago. He was saying I needed to buy him key fobs because the lettering was fading. He was screaming at me and threatening me; he left in handcuffs.

The point of the story is not to scare you away from a dealership, just to advise you to take a different approach.

 

[slothcruzer]

Who said I screamed? I am airing my feelings here, no screaming or even loudness at dealer in fact I was very friendly and laid back about it hoping it would help. I didnt even tell them about all the damage yet didnt see it till got home am brewing how to approach. Im not a screaming cussing kind of person dont believe in it and if I get like that I feel bad and apologize even if what triggered it isnt my fault.

You (warranty) paid for the fix the first time. Who do you think is paying when you bring it back in complaining? It's not illegal. I get that you're upset, but try to relax and speak to them calmly. You'll get much further by just stating your complaint calmly than by coming in on a tirade. I had a guy recently yelling at me in the dealership. I didn't even know who he was, because he was not my customer, but he bought a used car a while ago. He was saying I needed to buy him key fobs because the lettering was fading. He was screaming at me and threatening me; he left in handcuffs.

The point of the story is not to scare you away from a dealership, just to advise you to take a different approach.

 

[jblackburn]

That's ridiculous. They screwed it up See if a different service manager (the dealer I used to go to had 2-3 of them) is ever on call and/or show them the damage and ask specifically for a much less careless tech to fix the issues they caused in your brand new car.

 

[slothcruzer]

I like the way you think What fears me is they think this is a trust worthy tech!

That's ridiculous. They screwed it up See if a different service manager (the dealer I used to go to had 2-3 of them) is ever on call and/or show them the damage and ask specifically for a much less careless tech to fix the issues they caused in your brand new car.

 

[EricSmit]

Who said I screamed? I am airing my feelings here, no screaming or even loudness at dealer in fact I was very friendly and laid back about it hoping it would help. I didnt even tell them about all the damage yet didnt see it till got home am brewing how to approach. Im not a screaming cussing kind of person dont believe in it and if I get like that I feel bad and apologize even if what triggered it isnt my fault.

I should clarify man, I don't mean that you're yelling at them. I was saying, and I'm sorry that it didn't come across; don't come at them angry. Stay calm, state your frustrations, and explain how you'd like it remedied.