ComplaintsforEdwards Chevrolet Co., Inc.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When working in customer service is always imperative that you do your absolute best to operate with integrity, understanding and the desire to provide service. I called ahead of time at approximately 4:41pm to see about having my tire repaired. In my rush to try to get get there, I did not take down the name of the guy who answered my call, and at the time did not think it would be very important. That was my fault I should have asked who I was speaking with. I meet the first ******************. I tell him why I am there (after I patiently waited for him to finish his phone call) and he tells me they cant look at my car he gets off in 3 minutes! Note I was there before closing. I tell him I spoke with someone who told me I could come. I have a run flat so I know I cant take it anywhere. He wasnt in the mood to deal with me and reminded me he leaves at 5:00. He go get the service manager another ***** who starts off the conversation with a lie. The 1st lie, run flats cant be repaired. Then tells me but we dont have anybody here to do it anyway if it could, but we dont do that here. Theres a 3rd guy present who is the amen guy! As a woman who loves her car I am well aware of what can or cant be done, even if its not ideal. So I tell them run flats can be repaired and I have had my tires repaired by Edwards before, and the dynamic of the conversation changed. So now its, well if its the sidewall we cant repair it, but of 3 capable men not one has looked at the car just stood there making excuses because they were ready to go home! Fast forward we finally make it to my car, just for the service manager to say yea we want repair that but I can sell you a tire. He proceeds to take down my information on a business card, that I expect him to toss. Then he tells me in a sarcastic manner, I wouldnt drive far on that tire. So I tell him yea I only have a hour drive to get home, and he says oh and walks off. So many things couldve been done differently.

  

  Business response

  03/27/2023

  We did not handle this customer as well as we would have liked.  The primary concern of the advisor was that our technicians get off at 5 pm, and we would not have anyone that could do a repair that day. We should have inspected the vehicle before entering into that discussion.  The puncture was in or near the sidewall, so we would not repair it anyway out of concern for the customer's safety. 

  I do not find a record of the customer being in our facility.  It is possible that they went to the Edwards Chevrolet on highway 280.

  Our Service Manager, ***********************, did take down the customer's information, looked up the tire, and found that it has been discontinued. There may be another brand of run flat tire possibly available or a touring tire that is not a run flat.  *********************** called the customer and left a voicemail.  We have not heard back from the customer. We would be happy to assist the customer. *********************** is on vacation this week, but ********************* the service advisor is available at ************.

   
  

  Customer response

  03/27/2023

   
  Complaint: 19642860
  
  I am rejecting this response because:

  For one my car was not inspected, I was never called, and it was not in or near my sidewall. I was not at Edwards 280 I was at Edwards Chevrolet Downtown and arrived in enough time to have my car serviced. In the 20 minutes or so it took them to convince me to leave something more could have been done. Again these are all examples of poor customer service, and poor integrity. I wish I had been at Edwards 280 because they have always provided great customer service to me with my vehicles. At minimum if safety was the concern I would have at minimum been offered air to put my tire at correct pressure, but instead I was pushed away because 3 men were done providing customer service for the day! The blessing is I was able to make it a little further to get some service to safely make it home!
  
  Sincerely,
  
  *************************

  

  Business response

  04/03/2023

  I spoke with the customer this morning at 11:07 a.m. She restated how she felt she was treated.  I apologized that we did not give her the service she deserved.  However, our policy is not to repair any tire with a puncture in the location this tire had. The service manager, shop *******, and service advisor all looked at the tire (the customer disputes this fact). We looked for a possible replacement tire, but it was discontinued.  ***********************, Service Manager, called the next day and left a voicemail.  The customer never responded.

  At this point, the tire has been repaired at another facility.  The customer does not want to use our service department, so there is no further avenue to satisfy the customer. 

  ***************************, Operations Manager

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