CHESAPEAKE, VIRGINIA -- I purchased a 2011 Cruze from Priority Chevrolet in January 2011. Since then the windshield wiper motor burned out in 10 months. Also, I paid for heated leather seats that are now breaking down on the driver side at first. Now the leather is starting to bunch on the passenger side too, and no one ever rides in that seat. My car is still under full warranty, so I took the car in to the Priority service department.
They ordered a new seat cover and heating element for the driver seat. When I went to pick the car up, it did not look professionally done. There were still wrinkles and bunching in the leather. It looked almost as bad as it did before they replaced the cover. The repair manager admitted to me that they had never changed out a seat cover before. I am sure that was the reason it looked the way it did. I was told by the service department manager that he needed to set up an appointment with the Chevrolet representative. It took about 1 1/2 months to get the appointment.
When we met the representative, he was very rude and obnoxious. Before he even looked at the seats, he had decided and said the problem was just regular wear and tear. He said this without even looking at the seats. I knew I was in for a battle. However, I did get him to admit that I was not the only one who had experienced this problem. I asked the representative to replace my two front seats, because they could not fix them. After much arguing, he finally agreed to replace the seats.
Two weeks went by. Both the repair manager at Priority and the Chevrolet representative called me yesterday to tell me they could not get the seats. The Chevrolet representative told me that they were not going to do anything else to fix my seats and that I could take it to court. Then he said "this conversation is now over." He is a very rude and verbally abusive person and should not be in a position dealing with customers.
Mr. Ellmer, the owner of Priority, invests a lot of time to make all these commercials to convince customers that their dealership is so different. However, when there is a problem that can't be resolved with lower level management, there should be a way for customers to connect with him at least via email, if nothing else. There is no way to contact Mr. Ellmer. I am very dissatisfied. This is not fair. I am still paying for the car, and the condition of the seats will only get worse. Even though the car is under full warranty, they refuse to do anything about it.
PAINTER, VIRGINIA -- My husband took our HHR for a service call and "free oil change" to this dealer, only to be told yes there were a few other things he needed checking. He agreed but that check turned into a charge of more than $470. The labor charge turned out to be slightly over $300. That amount made up for more than almost twice the amount of parts. Priority offers its freebies as a comeback for their customers to return and pay these very inflated charges. For example: spark plugs from GM that cost $5.86, possible to them or less wholesale, they charged us $9.76. What a ripoff dealership!