Company Response on 09/11/2008:
Hello to all that are reading this post.
The above post with this customer had been resolved after the repair in 2005. The price that was quoted was in fact within 20 dollars of the finish cost but the customer had been confused at the time due to the cost of the motor, the engine assembly by itself is 6300.00 not including labor or any other required gasket or materials. This companys policy is to provide full estimates for repair work as a moral policy and as one enforced by law. At 80000 miles on the odomoter when the vehicle came in for repair due to engine noise caused by a lack of verifiable service, spun cam bearing as customer states, which is in no way a common issue among any of the gm lines or vehicles and can only be attributed to either abuse or lack of proper maintenence. GM in that case will not cover an engine at that high of a mileage that failed due to a cause outside of their control and not due to workmanship or quality. Also this customer mentions that managment was rude/swearing at them during this incident. The customer waited until the day of pickup to come in and then state, after being fully aware of the amount due, that the amount was incorrect and only wanted to pay for the cost of the engine part and not any of the other charges. Management sat down with this customer for more than 4 hours to attempt to come to a resolution on this issue. After extensive review of all paper work associated with this repair the conclusion was then come to that the customer was indeed properly informed of all charges for work well before work was performed and that the customer had indeed authorized in the proper manner all neccessary repairs with a signature and by verbal authorization by phone which was documented for later use. The customer then paid for this bill and retrieved the vehicle. No further complaints have been recieved or reviewed from this customer since the pickup date in 2005 until a regular search of the web led to this review. Richard Chevrolet takes great pride in the fact that our service is consistently above the region and we have several times placed number 1 in the entire United States several times in customer satisfaction. Thankyou for taking the time to read this reply to an unfounded complaint.
Company Response on 07/01/2013:
The prior company response was not generated by an authorized representative of Richard Chevrolet. The authorized/approved response to the complaint is as follows: In 2005, customer came to our service department for repair to their engine. The repair was determined to be out of warranty and the customer was quoted $6,500 for the necessary part, plus labor and materials. The customer appeared to understand the estimate at the time he brought his vehicle in for repair and authorized said repair. When customer returned to pick up his vehicle, he explained that would only pay for the $6,500 part and claimed that he did not agree to the labor and materials. Our Service Manager patiently discussed the matter with the customer at length at the time of pick up. According to the witnesses at the time, there was no yelling, screaming, swearing or other “verbally abusive” language spoken by the Service Manager. In the end, the customer paid the full amount due and departed with his vehicle. We did not receive any further complaint after customer’s repair until this review was posted two years after the fact. At Richard Chevrolet, customer satisfaction is our number one priority, and we regret that the customer was still not satisfied.