AutoNation Chevrolet West Austin - Service Center

I made an appointment for my 2018 Traverse for maintenance online. When I arrived for my appointment the service guy said to ignore online as it wasn't up to date in regards to the services I wan maintenance online. When I arrived for my appointment the service guy said to ignore online as it wasn't up to date in regards to the services I wanted. He pulled out a sheet and pointed at the cost of services he recommended. We agreed to $69.95 of charges which I repeated back to him the exact costs he quoted to me and said I didn't want any surprises. To my surprise, today he's charging me an extra $114 for filters and additional $10 for tire rotation. When I questioned him on it, he said it was part of the 22,500 package that I wanted online , which he told me Monday morning to ignore online because it is not up to date and "includes in a lot of services that don't make sense". I feel completely deceived and taken advantage of, so female customers beware. This is not a transparent company. More

Service department I have had the worst experience with this location. My car has been in their service department for 2 weeks and they still have not told me when it wi I have had the worst experience with this location. My car has been in their service department for 2 weeks and they still have not told me when it will be done. I have contacted my service rep Hal many times in regards to some answers. He says he will call back but never does. I have contacted the managers several times about Hals lack of communication. After I speak to them he does call me but it is usually just to say he will call me back (which again he never does.). I am a single mom and had let him know this several times and informed him I need a car. He knows that my warranty company only covers the rental for 10 days and has made no attempt to help me get my car within that time. I am afraid I will be with no car and stuck with the cost of a rental I can not afford. He has shown no sympathy for my situation and to be honest has no customer service skills. More

Eggregiously bad customer service, understaffed, overworked Update: After a year of dealing with AutoNation Chevrolet, I'm changing from 4 stars to 1 star. Shane Bogardes was an excellent sales rep and provided Update: After a year of dealing with AutoNation Chevrolet, I'm changing from 4 stars to 1 star. Shane Bogardes was an excellent sales rep and provided a great experience a year ago. After that, nothing but incompetence, slick-talking finance guys, and a culture of understaffing and overworking, leading to egregiously bad customer service and consistent mistakes by their collision center staff. Most recent experience below. After my original call 5 weeks ago in response to a recall notice, during which I was told someone from AutoNation Chevy would call me to set up an appointment, I didn't hear anything for a week. So I called and left messages and voicemails to follow up, including with the department manager. In total, it took 3 1/2 weeks for someone in the service department to return my phone call. When I finally got my car in there, it then took 4 days for anyone to return my call to give me an update. That 4th day, it took me calling 3 times to get a response. Should I rent a car? Is there a major problem? I had no idea and was Uber-ing around town. One guy told me he worked from 7am-7pm every day. When I suggested they hire more people, he said they were fully staffed. It's obvious that this place is understaffed and overworked. The lack of customer service, follow-up, and attention to detail across the department clearly demonstrates poor management, and inability to prioritize customer needs and the overall customer experience. Ultimately, someone named Tony took over my issue, communicated with me clearly, got my car serviced immediately, and even gave me a free coolant flush (because the coolant problem stemmed from an error of theirs the last time I had work done -- an error caused by understaffed and overworked employees making mistakes). So I did leave there feeling better, and I do appreciate Tony. But unfortunately, it was too little too late. While my car purchasing experience was great at AutoNation Chevy, every single interaction since then has been terrible, from their attempt to rip me off on an extended warrantee, to taking over a month to repair a minor fender bender and returning the car with a new windshield rock chip and active error codes, to charging me for a repair that was likely caused by their collision center's shoddy work, to now taking a month to respond to me to get my car in for a recall fix. How is this place still in business? I'll be going elsewhere from now on, and I'm also now not surprised that the Volt didn't bring new people into the Chevy brand like they were expecting. Those of us who are used to Toyotas, Nissans, and Hondas, have come to expect MUCH better from auto service departments. AutoNation should be embarrassed by this and should hire more people so they can provide at least decent service. More

Lack of communication The brakes had issues on my Chevrolet car. So, I called on Friday to ask which tow company to use. I was told the name of the company that AutoNation The brakes had issues on my Chevrolet car. So, I called on Friday to ask which tow company to use. I was told the name of the company that AutoNation uses. But what I was not told is that my warranty might not cover the tow bill. The car arrived at AutoNation around 1:00 PM on Friday I still did not have a call by 5:00 PM so I called to see if the car had arrived. Then I inquired about loaner vehicles while my car was in the shop. I was told that all the loaner vehicles were out for at least 2 weeks. On Saturday I called to inquire on the status of my vehicle at that point I was informed that loaner vehicles may be available on Monday and asked to provide my driver’s license and insurance. When I did, I was told that I could not have a loaner vehicle since I use Progressive insurance period obviously this was not communicated with me from the very beginning and I needed to secure a rental car. Instead of giving me the name of the rental car companies that AutoNation works with I was just told to call the rental companies. So, on Monday I called my warranty company to inquire about how to get a rental car. I was told that AutoNation would have to call my warranty and provide the issue of what was wrong with the car before I could get a rental car. I relayed this information to AutoNation. There was no resolution until Wednesday evening when they finally had a diagnosis of what the issue was. They called my warranty company and told them the issue, then I was able to get a rental car. So, I was without a vehicle Friday, Saturday, Sunday, Monday, Tuesday, and Wednesday. Obviously, this is a huge inconvenience. I would not have expected a car on Friday since it was dropped off after noon. But I would have expected a car by Monday evening, given that they had half a day on Friday, all day Saturday and then Monday. I use Hertz rental car typically so that is who I chose for my rental car this time. Once the car was finished on Friday, I was informed that AutoNation does not have a contract with Hertz so I would have to take the reimbursement up with my warranty company. Now this is what I was planning to do anyway however if I had known that AutoNation would have covered the rental car or reimbursed Maine then I would have used the rental car company the nation has an agreement with. But this was not communicated with me either, so it was not an option. Now I was given a bill for $153 the bill was the $100 for the deductible on the warranty which I was aware of. But the other $53 was for the tow bill that was not covered by my warranty. Again, this was not communicated to me from AutoNation now $53 is not really an issue but it's the point that I had had so many issues with AutoNation the lack of communication, the stalling of diagnosing the problem, etc. The customer service person I was working with said they would inquire with the service department if they could cover the remaining portion of the tow bill, but they did not. When's my car was finished they tried to upsell me on almost an additional $1000 of services for my vehicle. Now this this this was very annoying given all that I have been through and it really put a bad taste in my mouth. The one thing that I will say positive about my experience with automation was that the customer service person that I was working with, Hal, was very pleasant and communicate with me via text whenever I texted him. I would say that is the only redeeming factor of my experience with the service Department. However, this didn't make up for all the other issues that I had now I've been a GM owner for over 20 years I'm a very big fan. But this experience in the service Department has been atrocious. And you can understand my frustration given that it was so many days without a vehicle the inconvenience the lack of communication and then at the end trying to be up sold on more services for my vehicle. More