Confirmed Service Customer
As far as the sales side of the dealership, I've never had a problem. My sales person is wonderful. My concerns are at the service dept. I took my (still under warranty) truck in for what I would describe as noise and rumbling from the front brakes. The service manager said (and I have this in writing) my front rotors are warped. He recommends all 4 sets of pads be changed and they would cut all 4 rotors and I would not be charged for the cutting because rotors are covered by the warranty. He quoted me $595.00 parts and labor. Well, that is a lot of money for simple average people like me so, I decided to have the front brakes done somewhere more affordable. I only had the front done due to the manager stating only the front rotors were warped. This did not fix the problem. The noise and rumbling was still there when the brakes were applied. I took the truck in for service again (still under warranty) and was told by a different service manager that it is my rear rotors that is causing the problem. This time I was quoted $750.00 just for the rear pads and rotors. No warranty on the rotors this time. Plus I was charged $100.00 (on my still under warranty truck) to have the brake system analyzed. I can't afford the quote so I will have the rear pads and rotors changed at a more affordable place. I hope this will fix the problem. Either way, I will most likely not bring my vehicle back to this service dept. Ever. As you can see there are some discrepancies in the service dept. that need to be addressed. I understand pads are wear and tear items, that's fine, but, if the first manager said rotors are covered by the warranty, than I feel I should be compensated for the new rotors I paid for. Yes it is true I did not have the work done there but, it really shouldn't matter. I was going off of the service dept.'s recommendation which turned out to be incorrect. I can't believe this is happening with only 22,000 miles on the vehicle. But, when the front pads and rotors were removed, I could see they still had plenty of miles left on them. They were in great shape. I also feel I should be refunded the $100.00, the vehicle is still under warranty. What good is a warranty if I have to pay all this out of my pocket. Also, you guys should be ashamed of yourself for charging such ridiculous prices for parts and labor. When is it enough? Also, as you can see, I am getting conflicting information from both managers. Why? Either they are uninformed or are trying to pull something funny. I am not impressed and just confused and angry. I really like my truck and I really like the sales person I dealt with when I got my last 2 vehicles. But, I won't put up with how I am being treated at the service dept. I will just have to find another dealer that is more concerned about me and not the $$. (which will most likely be impossible)
Warren P.
HAMBURG,
NY
Business Response
Thank you for taking the time to share your feedback. We are disappointed that you had a bad experience in our Service Department. We pride ourselves on going the extra mile to take care of customers and provide honest repair services. We stand by our professional opinion and would not persuade any of our customers to get repair that we would not consider necessary. Again, we are disappointed that you feel you did not have a great experience in our shop. If you would like to discuss your repair further, or if you have any questions, please feel free to contact our Service Manager, David Franklin at 716-941-5255.
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Confirmed Service Customer
excellent services, great dealership.. very friendly, easy to work with