John Holt Chevrolet - Service Center

Choices should be decided by the customer paying the bill. John Holt Auto Group of Chickasha is the true meaning of “Looks can be deceiving”.  My husband and I have three vehicles that have gone to John Holt’s John Holt Auto Group of Chickasha is the true meaning of “Looks can be deceiving”.  My husband and I have three vehicles that have gone to John Holt’s service shop for the past few years.  They seemed to be honest.  They seemed to be courteous.  They seemed to be professional.  They seemed to be knowledgeable.  Every time we call regarding any repair, we are directed to Debbie (service manager) for personal assistance.    Late 2014, Debbie informed us that our 2000 Dodge Dakota needed a rebuilt engine.  Since she was a service manager, we trusted her opinion without any doubt.  We spent about 5,000.00 with the expectation of driving that truck for another 3-5 years.   In February 2016 we took our truck back to John Holt due to low power and vibration.  At first Debbie mentioned an issue with #2 Cylinder but we had to approve the 500.00 removal and testing of the engine to be positive.  The initial, estimated, repair cost was about 200.00.  We figured 700.00 was a price we could live with for repair, so we approved up to 1000.00.   We were shocked when Debbie said our engine was not repairable and we needed another one.  Since we had just spent 5,000.00 about 16 months prior, we did not have enough money to repeat that procedure.  My husband loved that truck and was truly upset when we decided to scrap it out.  Instead of taking it across the scales, we sold it for 150.00 to a local man who buys vehicles and resells parts.   This local man called us within 20 minutes of purchase and inquired about John Holt’s work.  His own machine tested for a possible cracked head gasket.  We explained that John Holt’s mechanic tested the actual engine and it was not repairable.  Keep in mind we were still defending the work performed at John Holt’s service department.  With that said the local man purchased a new head gasket.  He replaced the head gasket and sent us a picture text.  There was a visible crack between 2 and 3.  He has less than 500.00 in the truck and it runs without any power loss.  He invited us for a test drive.  My husband and I drove this truck at 75 mph.  We then idled the truck for 15 minutes.  There was no power loss, no raise in temperature, no vibration, no smell, and no leaking.  This was extremely frustrating.  Why, were we not given the option to replace just the head gasket and save our truck?  Why were we told it was not repairable?   I called Debbie at John Holt and asked her a few questions.  Did you work on the engine OR one of your mechanics?  Her response, “One of the mechanics”.  When the mechanic pulled out the engine, were you able to look at it OR did you get a report?  Her response, “I got a report”.  What type of testing was done to the engine when it was pulled out?  Her response, “It was not actually pulled out, the mechanic just tested it”.  During this test, would the head gasket have been visible to the mechanic?  Her response, “I don’t know.”  When I explained this truck is now running fine after a head gasket replacement, she referred me to Tara Holt.  She said that Tara Holt works with the mechanics and will know what was done and the findings of the truck.  I spoke to Tara Holt and asked her the same questions.  Did you work on the engine OR one of your mechanics?  Her response, “One of the mechanics”.  When the mechanic pulled out the engine, were you able to look at it OR did you get a report?  Her response, “I got a report”.  What type of testing was done to the engine when it was pulled out?  Her response, “It was tested by one of the mechanics”.  During this test, would the head gasket have been visible to the mechanic?  Her response, “I am not certain”.  When I explained this truck is now running fine after a head gasket replacement, she decided to speak with her mechanic and call me back.  She declined my picture text because she wanted to get her mechanic’s story on his findings first.  I waited three hours for a call back.  I was asked to text the picture of the head gasket taken out.  Then I waited for a reply.   I did not get a phone call, I got a text reply.  Here is the exact text message that I received from Tara Holt without grammar changes.  “Ok I talked with my technician on how he determined the diagnosis on the engine and he said he performed a compression test which showed cylinder 2 had 4 5 pounds of pressure so he then has to find out where it’s going so he then did a leak down test that consists of taking rocker arms are valve covers off, and seeing that we had 100 percent leakage past the intake valve exhaust value and into the coolant system which is normally a sign of a cracked head.  That was the 5 hours diag that you approved us to do.  So at that point the option were pricing you a motor or taking out the engine and going deeper in to to the diagnosis of what could be wrong!  The costs comparison of more diag or motor in our opinion was pricing you a motor.  In our opinion a head gasket is a temporary repair and most likely will not fix the vehicle.  I am sorry for any inconvenience this has caused you.”   To the person reading my story, purchasing a new engine was the only option we received.  My husband and I were told our engine was not repairable.  I was NOT told more testing could have been done for additional money.  I was NOT told that a cracked head gasket was a possible fix, even if temporary.  We were never given the opportunity to make these decisions ourselves.  I appreciate opinions from managers and technicians.  However, if choices are available, that should be decided by the customers paying the bill.   Since I felt like we were misdiagnosed with our testing, I did ask for a 500.00 refund.  Debbie informed me this was discussed and denied by John Holt.   There is a silver lining to this experience.  The local man has given us the first opportunity to buy the truck.  This local man has saved our truck from salvage and saved us thousands of dollars.  Thank you so very much. 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We have purchased 2 vehicles from John Holt of Chickasha, Oklahoma. The sales experience was very good on both deals. One of the purchases was a brand new car on a brand new model. We begin to have trouble w Oklahoma. The sales experience was very good on both deals. One of the purchases was a brand new car on a brand new model. We begin to have trouble with the car and had it in the shop a couple of times. We spoke with the sales person, Jason, and he went the extra mile to ensure we were taken care of in every detail. The dealership called us, we didn’t have to call them, John Holt called us and said bring the car back we are going to make right with you – we want you satisfied. THEY DID! The sales team bent over backwards to get us the best deal possible on a new car. Even though our car had high miles for the short time we owned it John Holt still made it right. My daughter is going to school and working and needs a dependable affordable car – John Holt sales staff understood that and treated us like family. I will definitely go back to John Holt and buy my next vehicle. Honestly, all we had to do was pick our favorite color!!!!!!!!!!!!!!!! Thank you Jason, Eric, Rick, and the finance department! More