Business ProfileforMaster Chevrolet-Cadillac

The service manager handled my situation unprofessionally and rudely. I had an appointment to program a key for my **** *****. The salesperson said they could not guarantee if it would program Since I did not get the key from there. I asked to speak to a manager. When the sales person got his attention for me, he rudely approached me and stated loudly we can’t help you and it is what she said. I questioned him about his approach and customer service and he told me to get out and leave.

This is not what happened at all. The customer brought us a non-******* ****** key fob and asked us to program it. We told him that there would be a charge to program the key fob, and that because it was not a ******* ****** part, there was no guarantee that it would work. The customer did not like that answer and did not want to pay for the charge to program the remote. The customer did not like that answer and then went to at our service manager. He did not like that. The service manager told him the same thing, and then he went to the show room , and proceeded to get very aggressive with our general manager. Our procedures dictate to us that we are to inform a customer of any potential charge, before we do any work to someone’s car so that there is no confusion. In this case, this was not the answer that the customer wanted to hear, and so he has taken a lot of our employees time, trying to explain the same thing to him. I am the owner of the business, and I also spoke to this gentleman yesterday afternoon. We have tried to be reasonable, but we cannot do work for free, and we cannot guarantee. The work will be successful when the part was not bought from ******* ******, and it was not bought through our service department.  as I asked the gentleman yesterday, I am not sure what I can do to resolve this situation. Allowed the customer to speak for around 45 minutes yesterday, and I got nowhere. This case should be closed and both us and the customer should move on. I would also ask that this review be taken down since the request is unreasonable, and our employees did absolutely nothing to earn the anger of this customer.