Feeling a dealership would be the best place I bro...
Feeling a dealership would be the best place I brought my sons Sierra to this dealership to get a used car checkup because he had been traveling a lot in the past 4 years. Wanted assurance the vehicle was safe to travel long distance again so I agreed to pay $135. in order to get a checkup. The service rep called and said the rear brakes needed replaced and the rotors turned, among a few other things. We agreed to the $315 to do the work. (could have done it in our driveway but just wanted it done) She said the truck would be finished by the end of the day. At 5:45, after waiting around the house and changing dinner plans with family we had no call from her to pick up the truck. We called the dealership and no answer in service. Called back to have the operator transfer us to rep. When I asked why we hadn't had a call she just said "oh, sorry, technician will get to it in the morning". If you promise something a call to inform the party of a change would be nice. I called the next day at 1:00 and she told us the rotors were turned but were now too thin to be safely put back on the truck so we'd need new rotors. Called back to say the rotors would be $318. (My original quote for all of the work needed was $595) She said the full amount for the work done would still be around $600. I was shocked when I picked up the truck to find the total was $1022! At no time did the service rep tell me the rotors and brakes would cost upward of $600+. While I was at the payment desk questioning the added cost she stated she did tell me the brakes and rotors would cost that. I explained to her I didn't feel I was getting the kind of customer service I had expected (and experienced the previous time I have been there to purchase windshield wipers) due to the lack of communication and lack of explanation of costs incurred. She was condescending in her responses, one of which was "Im sorry you feel that way". I told her if this is how this dealerships service department works then I certainly will not be returning. I had chosen Southern as a place to service the truck as long as we had it. We'd purchased it an hour and a half away so going there each time for service wouldn't be easy.
I was initially quoted: brake flush $130, machine the rotors and replace rear brakes $315, alignment $150.....$595.00 total. My cost went up $300, with nothing but an explanation of, "I told you". I paid the bill so I could get the truck. Being disappointed and frustrated with the entire situation, I called back and asked for a service manager; was transferred to a number, got a voice mail which had no name attached to it, left a message with my name and phone number and never received a return call. Just another lack of customer service. Lesson learned. Husband said this is why they call them "steal-erships".
