East Syracuse Chevrolet

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1.0 out of 5, based on 1 ratings and
1 reviews & complaints.

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Exceptionally Poor Customer Service
Posted by on
Rating: 1/51
SYRACUSE, NEW YORK -- Following a Chevy Volt warranty recall, I called East Syracuse Chevrolet to schedule an appointment.
The service department gave me an appointment for service the following week and told me they would take care of the situation on that day.
After dropping the car off on a Tuesday morning, and later checking with them that afternoon they told me they were backed up and would get to it the following day. Two days later they had not made any attempt to move or service the car. Finally on Friday, the fourth day, they decided to do the work, after telling me on Thursday afternoon that they would start the work that afternoon and it would be done Friday morning. Was it done on Friday morning?.....of course not! They pushed me back again and told me to call at 2:00 PM to the status. Steve, the service manager, promised to call me on two occasions to notify me of the progress. Naturally, he never called!! I presume because he could not explain why the car sat for three days without the work being commenced.
Now the point is, that when I call a week early to make an appointment for the following week, I expect to have the service done on the agreed upon date. That is the purpose of making an appointment.
However the service manager chose to ignore my appointment and service other vehicles in deference to those customers who, may or may not have, scheduled an appointment. Both the service scheduler, Mark, and the service manager, Steve, told me they had all the parts to service the warranty issue.
Had I not made an appointment, I would not have an issue for the dealership to hold on to my car for 4 day to perform a 1 day job. I am completely dissatisfied with the POOR TREATMENT and DISREGARD for customer satisfaction that this dealership portrays.
Needless to say, although I purchased the car from East Syracuse Chevrolet, I will never return for another auto purchase or future service. Sincerely, Chris Keser
     
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User Replies:
BigAl on 2012-03-23:
Did they provide a "loaner" during this time period?
Service Department on 2012-03-27:
Due to the nature of this repair we had to dispatch the vehicle to our Volt certified technician. He, unfortunately, had a job that was taking longer than expected and this caused the delay in getting this vehicle into the shop. We provided the customer with a free rental vehicle as well as delivering their vehicle back to them after the repair was completed. We also returned the rental vehicle to save the customer the time and effort. We do our best to accommodate all our customers but sometimes situations happen and we do our very best to resolve them. We have spoken to the customer and I feel we’ve addressed his dissatisfaction.
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