Business ProfileforSerpentini Chevrolet of Willoughby Hills

This complaint regards the ongoing delays in service for my vehicle, a 2023 Chevrolet Equinox, which was towed to your service department on June 13th, 2024. According to a representative of Chevrolet, the issue appears to be a faulty fuel pump, a known problem with this model. While it is concerning that a known issue exists, my primary concern is the significant delay in repairs and the lack of communication from your dealership. Unfortunately, due to your online system experiencing technical difficulties we have had major problems regarding updates to our vehicle. Unlike other reputable businesses, which have documented failover procedures to ensure customers aren't left stranded, your online system issues have caused significant delays and inconvenience. Further compounding the issue, my requests for a loaner car have been consistently denied due to a supposedly malfunctioning loaner system that was down from June 19th until recently (July 3rd). Why is it July 5th and yet my family still does not have a car (rental or ours) if your system is back up? Despite assurances that repairs would be completed by July 4th weekend, my repeated calls this week have yielded no updates or return calls. As a family with two young children (ages 2 and 1), the inability to use our car creates significant hardship. We also assist with transportation for both sets of grandparents, making the reliance on expensive Uber services a significant financial burden. The lack of communication, the extended repair time, and the unavailability of a loaner car during a system outage are all unacceptable. It is particularly concerning that a backup system for loaner car requests appears to be non-existent. Given the lack of progress and communication, I am now forced to file complaints with the appropriate agencies to ensure accountability. I will also be reaching out to Chevrolet even if you are privately owned. They should be aware of what your dealership is doing with their name.