Century Chevrolet - Service Center

Poor Customer Service and Very Unhelpful I had to get some work on my Chevy Traverse recently, and all of it was covered under my 36,000 mile warranty. When I dropped my car off on Wednesday I had to get some work on my Chevy Traverse recently, and all of it was covered under my 36,000 mile warranty. When I dropped my car off on Wednesday, April 6th I asked if they had a timeline of when it would be completed since I had two kids that I needed to pick up by 5pm, and they said they would call me once they looked at the car and would give me a timeframe. I received a call around 10am that day and they said that I wouldn't have my car back until the following day. I asked for a rental car and they said no problem, and they would call me back shortly to get that scheduled. I let them know that I had a toddler car seat and infant car seat so would need a car that would have enough room in the backseat to accommodate these two larger car seats. Around 2pm that same day I finally called them since no one had reached out to me and I needed to get the rental car picked up, car seats transferred, and be able to get my kids on the other side of town. When I called and spoke to Cody, the rental car person he told me that they didn't have any rental cars available and he wouldn't know until 4 or 4:30p if there would be one available. He stated that there were people that were supposed to have returned cars a couple of days ago and they hadn't brought them back yet. At this point in the day my husband was in meetings out of town and I had no sense of transportation to be able to retrieve my children. I was able to reach my in-laws who were out of town to see if I could borrow their car. This was available, but since they are temporarily living in an apartment they had to contact the apartment manager to let me into their home and get their car keys. My sister-in-law was able to leave work early to help me do all this. On the way to get my in-laws car I received a call from Cody (at 4pm) letting me know there was a rental car available (a Chevy Cruze). I've seen these cars on the road and there would have been no room to get the infant car seat in except in the center and then my toddler car seat wouldn't have fit so I declined. In the meantime, my husband called and spoke with Cody and he was inquiring about other available rentals, and Cody said there were none. My husband also asked about getting the Traverse LTZ to demo for the next day since we are planning to purchase one within the next couple of months, and Cody stated "I don't know you have to talk to sales about that." Needless to say Cody was less than helpful. Finally, I got my in-laws car and got over to Century Chevrolet to only to find my car sitting in a back garage area with no work having been done. I informed my service rep, Matt the poor customer service that we experienced with Cody. I told him that it would have been nice for Cody to at least contact sales for us and inquired about a demo since we are planning to purchase the highest model Traverse in the coming months. I got the car seats installed in my in-laws car and got my kids with 5 minutes to spare. The following day on Thursday, April 7th I was hoping to hear from Century in the morning so I could get an estimation on when my car would be finished. Around 1:30 I had not heard so I contacted my service rep Matt and he said let me check with the tech and I will call you back. It was over an hour and a half later when he called and stated that they had just finished one part and my car wouldn't be done until the end of the next day. At this point I'm guessing they had just started on my car. I then asked if there was a larger rental available, since my in-laws were returning from vacation on Friday. Matt said he would check and get back with me. Not only did I not receive a prompt response, but Cody (who I had already stated was unhelpful) called me back instead of my service rep Matt. He called at 4:30 and said he had a Chevy Cruze and with an attitude stated that he knows two car seats will fit in that card (which I have since tested and my car seats would not have fit in the car, unless I had my chest against the steering wheel and I'm only 5'1"). He let me know that they closed at 5pm so I would have to get it before then. I said no thanks, I can't use that car and at that time of day (traffic) I wouldn't have made it there by 5pm. On Friday, April 8th I had no intention of getting my car back since I had to be in south Denver for a meeting by 1pm that went until 4pm. By the time I got close to home it was after 5:00 and they were closed. At last I got my car back on Saturday, April 9th. I walked in there waited at someone's desk while he stood chatting with his co-workers. Finally (after 5 minutes), I interrupted and asked to pick up my car. He sent some girl around the back to pick up my car. I went back to my other car and started to get our car seats out. She brought my car around opened the door, left it running, got out and started walking away. I said Thank you and she said yup without even looking at me, didn't even bother asking if I needed any help. This is the worst service center I have ever visited in my 16 years of driving. There was no sense of making it easier for the customer. Though it is nice that they offered a rental car, it doesn't really do any good if it isn't available, and they don't know when it will be available. Also, I wonder how a family with three car seats/larger family would get by?? I also feel as if my car took a backseat to service since it was under warranty and they probably wouldn't make as much money had I been just a regular paying customer. In the future I will never bring my car here for service or to purchase a new car. Like I previously stated we will be purchasing a brand new LTZ Traverse with all the bells and whistles in the coming months, and it will not be from this dealership. More