When I elected to start this blog I intended to share
best practices for my chosen profession, comment on an article or share a story
or event past or present that I found interesting. Today, I regret I feel compelled to share a
very negative experience I had with a local car dealership’s service
department. I
suspect many of us have had similar experiences and we must all be vigilant
when receiving information from professionals in all industries.
We own a 2009 Buick Enclave that we purchased new. While we have enjoyed it’s ride,
functionality and comfort I cannot say it has been trouble free. Several months
after making this purchase we returned to the dealer for a few minor issues
including an unusual noise coming from the steering column. The first time we reported
this noise we were told they knew of this issue but did not have the part to make
the repair. The next time we brought the car in for service we were told the noise
could not be duplicated.
The second recurring issue has been with the engine or drivetrain. Several years ago we noticed the car not shifting properly when we accelerated. When we brought it in for service we were
told it was the timing belt but not to worry it was covered under our
warranty. Last year we experienced a
similar hesitation when we accelerated and again returned to the dealer for
service. This time we were told the transmission no longer functioned properly
and would need to be replaced. Of
course, there was no cost to us as it too was covered under warranty.
A few months ago we again experienced louder than usual groans
and grinding coming our steering column and hesitation when accelerating. So we made an appointment and returned to the
dealer as these were both ongoing issues they’ve diagnosed throughout the life
of our vehicle. While the car was in their possession we also had them look at
the sound system as we were experiencing interference when we plugged in an
external device such as an ipod.
At the end of the day I received a call with their diagnosis
and recommended repairs. The steering column noise was a result of a leak of
the power steering fluid. As a result
there was no power steering fluid in the system and the entire gear and
steering column needed to be replaced at a cost of $1500. While I may not have the exact technical name
of the needed repair I’m certain he used the word gear and I’m certain he said
$1500. In regard to the hesitation, we needed a new coil and plug as one of our
six cylinders was not functioning. Cost
would be $1,000. In regard to the sound
system interference, the unit was bad and would need to be replaced for $800. None
of the above is covered under warranty. WOW!
However, since we are such good customers he would talk with his manager
who was not there and he would see what he could do for us. I agreed.
The next day, he called and said they would cover the steering column
repair so they could make all the repairs (minus the radio) for $1,000.
I declined what they felt was a generous offer and said I
would need a second opinion from another service facility. When I picked up my
car they charged me $130 for the diagnostic service and I took my car
elsewhere. The following is the result.
The steering column did indeed have a leak but there was
still fluid in the system and it worked properly and safely without being
replaced. They recommended we keep an
eye on it (fluid level) and when it gets low, add fluid. (Hmm, I can do that.)
The hesitation during acceleration was indeed caused by a
bad coil and plug. Satisfactory repairs were made for a total cost of parts and
labor of just over $300.
Lastly, the interference in the sound system when an
external device is connected was a known problem to GM. This professional service facility researched
GM bulletins and learned there is a special wire sold at Radio Shack that
addresses this issue. The GM bulletin
includes the part number. Curious, why
didn’t a GM dealership know this?
The end result is the Enclave runs great without hesitation,
the ongoing noise in the steering column has returned to normal and while the Radio
Shack wires did not cancel out all the interference, it is much improved. All this for a total cost of less than $350
(As opposed to over $3300).
In the event you think I’m being unfair to the dealer you
should know I made it clear to the customer service representative I had
serious doubts about the accuracy of their diagnosis and recommended repairs.
Also, I shared my experience in total with the service manager who sent me a standard
impersonal e-mail and "hoped my service was completed satisfactorily". I responded to his e-mail to inform him I was not satisfied and actually
resent having to pay $130 for a diagnosis that was mostly incorrect. Several
weeks have passed and I’ve yet received a response.
As we are often reminded, “let the buyer beware”.
Don
Sciolaro
DESolutions
(201) 394-8801
web site: D E Solutions
