Huffines Chevrolet Lewisville

Dwayne is a dick We came back here hoping that the quality of service would outweigh somewhere like Auto Zone. We were terribly wrong. If Dwayne is working over in par We came back here hoping that the quality of service would outweigh somewhere like Auto Zone. We were terribly wrong. If Dwayne is working over in parts you might as well turn right back around and leave or expect to be treated like crap. Unhelpful and rude for no reason at all. We definitely won't be returning to Huffines Lewisvile for any future repairs or car shopping needs. Too much competition out there to be handing out xxxxty service guys. Not the way to run a business. More

Condescending Service Rep - Mike McLarty I brought in a 2006 Chevy Malibu SS on behalf of my mother who has been having significant power steering issues (sudden loss of power steering and le I brought in a 2006 Chevy Malibu SS on behalf of my mother who has been having significant power steering issues (sudden loss of power steering and leaks). Originally, the car was addressed at a separate shop (not GM). After having continuous issues, we decided to allow the dealership handle it. We met with the service rep who would be helping us (Mike). I showed him the receipts for the previous work done (replacement of the rack and pinion, tie rods, power steering pump and high pressure line). The first thing he mentioned is that the receipts do not state whether or not the parts were replaced with GM parts therefore he assumed GM parts were not used. (they did not state any other manufacturer either) but I did advise that I was told GM parts would be (and were) installed by the previous shop. The following day Mike called and stated that the power steering (ps) pump was noisy and may need replacement. He stated the real issue is the steering gear which was leaking. He made the statement that the part was not a GM part. My original thought was that it must have been replaced at the prior shop but that I did not recall a steering gear being on the previous receipts. Also, the shop had told me they did indeed use GM parts. I called the previous shop who stated they would warranty it or give me the money back but that they would need the part. After calling Mike back, he refused to give me the part back stating that their dealership would be charged $100 for not returning the core. I asked why they would want a part that supposedly was not GM. He hesitated then told me that GM would not care and would take the part anyway. long story short - the part WAS actually a GM part which was validated by Mike after much discussion. I lost a lot of confidence in him. Also, the steering gear is part of the rack and pinion (which was replaced by the previous shop). I did not make the connection and neither did Mike who should have being in this line of work. After much discussion with Mike, he blankly asked (with an attitude) what I wanted him to do and reminded me that I did not have to have the work done there. He definitely did not act as if he wanted our business, much less showed an interest in resolving our problem. After telling him that what I want is to speak to someone above him, he told me that he would pass on a message but that the Manager is busy in meetings all day. I had to ask for his name multiple times - each time Mike reminding me that the Manager is too busy. At this point, I did not know what to do - I felt caught between a rock and a hard place. After speaking to the previous shop who did the work they agreed to deliver a rack and pinion to the dealership for installation at no cost. I advised Mike who said they would charge me the labor. Mike had advised several times that he would not know about the power steering pump until everything was put back together and they would test it out. He even mentioned installing a "gear" in the pump that may resolve the issue ( I have never heard of a dealership wanting to fix a component like a pump themselves - its usually remove and replace). Mike later called me and stated that the high pressure line required replacement and it was poor workmanship by the prior shop. At this point I just felt as if there was no one I could trust - the other shop had great customer service but did not correct the issue. The dealership had extremely poor customer service and I was hesitant to deal with them in the future. Either way, I was so exhausted from all of the back and forth phone calls that I asked Mike to proceed and change the line. On a Friday evening he called me and stated that everything is well but that the pump had to be replaced. I told him to leave it as is and I would pick up the car - the pump would be replaced by the previous shop and they would warranty the part and labor. He seemed surprised by this...hesitated, then told me fine, but they still had a line to install so the car may be done by Saturday afternoon. In my mind, I was thinking that if you were supposed to put everything back together before knowing whether or not the pump needed replacement, then how do you know the pump is bad if you still have a line to install? Honestly, conversations with Mike (and his lack of credibility) were so exhausting throughout the week and he constantly contradicted himself. At this point, I did not argue the point - I just wanted the work done. The car was ready on Saturday and I picked it up. Mike (who had changed his tune by this point)went through the receipt with me stating that they did not charge me labor on the line as a "service to me". Perhaps they didn't, but what they charged me for the part was well over the list price quoted by GM Parts Now (let alone the discounted price by which is significantly different). Therefore, I feel I paid in labor. The bottom line, Mike has extremely poor customer service. He was rude, short, dismissive, and condescending. It took me stating (several times) that I would ensure to discuss the poor customer service I had received to have him change his tone. He tried to excuse his behavior by stating his tone does not change and he is very direct. Let me be clear, being direct is not an issue - making me feel as if I am being lied to, taken advantage of, and providing the "I don't owe you anything" attitude is a problem. He treated me as if I were a nuisance. I did not show up with an attitude nor am I difficult to speak with until you make me feel I am getting a raw deal. In order to cool down from this experience, I waited a few weeks to respond to this survey to really absorb my experience - hindsight is usually 20/20. My feelings have not changed. My only prayer is that I never have to return to this dealership and deal with Mike again. He may have become more cordial toward the end, but it was not because it is the service he provides - it felt obligatory and it was frankly too late. He should not be in customer service. Especially not with what this dealership's website states about their pride in customer service. I found it to be quite the opposite. More