Bayway Chevrolet

Worst experience with any auto dealership EVER!!!!!!! To Whom It May Concern, Greetings, Let’s see, I almost don’t know where to begin this unsatisfactory review, but here we go. I was involved in To Whom It May Concern, Greetings, Let’s see, I almost don’t know where to begin this unsatisfactory review, but here we go. I was involved in an accident in the early part of August with another vehicle in my 2014 Chevy High Country. The vehicle sustained front end and body damage along the passenger side. I took my truck for repairs to Strickland Chevrolet in Pearland, Texas where the truck was bought. The truck remained at the dealership for about 1 month until repairs were completed. I was amazed at the length of time to repair the vehicle. I was even informed by one of the service technicians that the vehicle sat in the service department for 4-5 days without being touched. Upon arrival to receive my repaired vehicle, I noticed there was white paint and scratches along the passenger rear quarter panel. I as the body shop technician to explain why the body damage was not also repaired. The technician informed me that they did not conduct a damage assessment on the vehicle and only repaired the mechanical damage and body damage at the front end of the vehicle because that is what I reported to my insurance company. He told me they though that was preexisting damage. I said, “Are you kidding me, because the paint on the rear quarter was white and it was very obvious I hit a white car. I called the body shop manager our, he was defensive from the start. I immediately realized I was getting no where with him and ask for the dealership GM. The GM immediately wanted to pass the handling of the situation back to the body shop manager. The dealership GM was completely useless and offered nothing but excuses of why he was not qualified to help me. One thing I learned as a 29 year Army officer is that the officer in charge or GM in this situation is ultimately responsible for everything that happens at the dealership. When I received the customer satisfaction survey from Chevrolet, of course the dealership was given a negative review with comments of what had transpired. I took the truck anyway as it is my work truck and I needed it back immediately. Upon leaving the dealership I drove to a local Sonic for a burger, upon backing at the Sonic, I realized my brakes were failing. I immediately returned to Strickland Chevrolet and expressed my displeasure with the repairs and safety concerns to the dealership. The brake fault told me that the vehicle was not tested before it was returned to me. The vehicle was placed back into service immediately. After several weeks, the vehicle was returned to me as being fully repaired. I drove the vehicle for about a week and the brake problem returned in addition to a noise developing under the truck near the transmission. I returned to truck to be serviced once again. When I received the customer satisfaction survey from Chevrolet, of course the dealership was given a negative review with comments of what had transpired. After several more weeks, I was informed that the brakes were finally repaired and that that the dealership could not isolate the noise under the truck, but they thought it was the $400.00 custom after market muffler I had installed on the truck. The service representative informed me they were going to replace the muffler with an OEM stock muffler. I informed them I did not think the issue was the muffler, but to proceed as needed to resolve the issue. After several more weeks, I contacted them and they informed me the issue was not the muffler, but recommended that I keep the OEM stock muffler anyway. I was informed that the insurance company would be charged for the muffler anyway and that I should just keep it. I told them I wanted the custom muffler placed back on the truck as it was found. I contacted my insurance company and informed them no to pay the dealership for any repairs associated with the vehicle’s muffler. Finally after some time, the noise was isolated and repairs were performed. When I received the customer satisfaction survey from Chevrolet, of course the dealership was once again given a negative review with comments of what had transpired. I received my truck back from the dealership once again. After a couple weeks of driving the vehicle I noticed a popping noise at the front end of the vehicle when the steering wheel was turned or if the truck was driven over a bump. I also noticed a loud metal on metal rattle in the cab under the dash board near the steering column. Shortly thereafter, the AC stopped cooling as well. I cannot verify if the AC problem is associated with the initial accident or some unrelated condition. I immediately contacted the service department once again to arrange the return of the vehicle for additional servicing. The service representative told me to bring the truck in as soon as possible for service. As stated above, this is my work vehicle as well and needed to wait a week or so to return the vehicle for servicing once again. When I was ready to return the truck for servicing, I called the service representative to schedule the repairs. I got his voicemail several times, each time leaving him a message. After several days with no reply, I called the service manager, again getting his voicemail. I left several voicemails for the service manager with no reply. After a day I called and left a message for the dealership GM. After no reply from the GM I placed a formal complaint with GM Customer Service. The customer service representative contacted the dealership for explanation as to why I had not received a reply from any level of leadership at the dealership. I was then informed that the dealership is denying providing me with any further service or warranty work on my Chevy truck. I ask what this decision was based on and the GM customer service representative informed me that the dealership informed then that it was a decision made by the GM district manager. My complaint was then escalated to a GM senior account manager. I explained the situation and my concerns in detail to the senior GM representative. I expressed my concern that some if not all of the unresolved issues were covered and paid for under my auto insurance policy. I explained my situation that the dealership is not denying me any future service under my auto policy of which they have already been paid. I was told by the senior account manager that the complaint was forwarded to the dealership and that the dealership had 48-72 hours to reply. The senior GM advisor informed me that once a reply was obtained from the dealership, a plan of how my vehicle repairs could be performed and what actions would be taken to resolve the issue, but regardless of the dealership reply, my concerns and needed vehicle repairs would be resolved to my satisfaction. That was at least two weeks ago and after several calls to the GM customer service department; I have yet to hear back from the senior GM advisor as to the dealership’s reply and what actions GM would take to resolve my concerns and to get my vehicle properly repaired. I was informed during my last call to the GM customer service department was that they were still waiting for a reply from the dealership before action could be taken. I was informed that the senior GM representative would be contacting me the next day with the next course of action. The day passed with no call back from the senior GM representative. I am still concerned about the safe driving of this vehicle, how my vehicle repair issues will be resolved and the explanation of what the dealership used as a bases to deny me future vehicle service and that I was no longer welcome at their dealership. My frustration has now spread from no only Strickland Chevrolet, but now with GM and Chevrolet themselves. I would expect that a corporation the size and status of GM would provide their loyal customers with a more rapid response to explain the situation and to quickly resolve the issue when customer safety and satisfaction is at stake. The only issue I know the dealership could have with me that I know of is the 3-4 negative reviews I gave on the GM customer service surveys. I never imagined that the dealership would take retribution against a customer if they completed a negative review against the dealership’s professionalism and services provided. I feel the dealership was given more than ample opportunities to correctly repair my vehicle properly. I have always been a fan and loyal customer of Chevrolet regardless of local dealership issues. As a matter of fact, I just purchased a new 2017 Chevy High Country from AutoNation Chevrolet, Gulf Freeway in Houston, Texas as a statement of my loyalty to Chevy and the products they offer. I like the Chevy High Country so much that I now own two, the 2014 and now a new 2017 one. The 2014 High Country is still in need of repairs and will be scheduled shortly with the new dealership of which I am very pleased in ever possible aspect possible. More