Roseville Chevrolet - Service Center

Took my Yukon in for service and brake lights and screw in my tire. Screw and brake light didn’t get fixed my mistake for not checking at the dealership. Figured this is a pretty easy task nope. Don’t take in my tire. Screw and brake light didn’t get fixed my mistake for not checking at the dealership. Figured this is a pretty easy task nope. Don’t take your car here. More

WORST experience I have ever had at a service department. DO NOT bring your vehicle to John L Sullivan Chevrolet in Roseville. They have been purchased by Lithia Motors, an out of state corporation who is n DO NOT bring your vehicle to John L Sullivan Chevrolet in Roseville. They have been purchased by Lithia Motors, an out of state corporation who is not interested in customer service. They have had 70 complaints with the Better Business Bureau in the last 12 months. Look at the reviews for Lithia as this is the new owner. We brought our 2019 Impala into John L. Sullivan Chevrolet on May 27th at 9:30 AM. Our car was making some funny sounds and even though we did not have a check engine light on, we thought it was something that we needed to get checked out. We had made an appointment the previous week. The service advisor Arthur. We went through what was going on with the car and even emailed him a video of the sound it was making when it was turned on. We sent the video because we felt whoever the technician was checking out the car would want to hear the video just in case it didn’t make the noise. We had purchased a bumper-to-bumper extended warranty, which we had used before at John L Sullivan for another issue with our car. Since our purchase, John L Sullivan has done every service we needed. Arthur stated that since they had been purchased by Lithia, they did not have that information in the computer so he had to re-enter everything. Arthur stated that since I would not know what was going on with my car until the end of the day (because they were so busy) and it would not be ready until Tuesday at the earliest, I should get a rental car if needed. This is exactly the same procedure as our previous warranty issue was handled so there was no concern or hesitation. My husband was called at 10:57 from Arthur and was told that we had a catastrophic failure of our transmission. As when I brought my car in there were no lights on indicating anything abnormal and it sounded funny when in park. My husband and I thought this is weird but they are the professionals RIGHT? Arthur said that he was submitting a claim to our warranty company and we should hear back on Tuesday. We expressed concern to Arthur about it being covered but he said yes it will be covered and thusly our rental car would be covered as this was a “catastrophic failure” and the transmission was covered in the warranty. My husband asked to be CC’d on the claim email and he was for our records. On Tuesday we were told that an adjustor from the warranty company would be out to assess the claim. Weird…. But maybe our warranty company knew something that we didn’t. Wednesday went by with no call from Arthur or anyone with an update on our car. Wednesday multiple calls and emails were sent and made by my husband. Thursday nothing in the morning and that is where my patience ended. I decided to call the Chevrolet dealership where we purchased our vehicle. I was concerned because we were paying for a rental car and was not sure of what was going on and if this ‘adjustor assessment” was normal for a claim. Their service advisor was concerned and stated this did not sound correct for a 2019 Impala with no lights indicating an issue. She stated she would have a finance manager call me as they know all the ins and outs of the warranties. 5 minutes later he called and stated if the transmission was a “catastrophic failure” it was covered and not to worry because the rental car is 100% covered. He also gave me the number for claims and my vin number so I could call myself and get a update on our claim. I then called the warranty company and was told that, #1 the adjustor was out on Wednesday and #2 our car did not have a “catastrophic failure” of the transmission. You can imagine my disbelief on what I was hearing. The adjustor reported that they drove around with the John L. Sullivan technician and could not find anything wrong with the transmission but did hear the sound. The adjustor found that the catalytic convertor flange was cracked. The adjustor also reported that we should have the transmission serviced. You can imagine my surprise at this as we went from a $6,296.70 claim for a whole new transmission to needed a $495 service. They also stated that the catalytic was exempt from the extended warranty thusly the rental car was not covered. I called my husband who then called John L Sullivan to speak with Ron since Arthur was out. He said they had just received the report which was a lie because it was sent on Wednesday…. He did not know that I had already spoken with the warranty company. My husband asked that they pay for the rental car as we kept it for a entire week because we were told our transmission had a “catastrophic failure”. Ron said he would leave Arthur a message. Friday 6/3 Arthur finally calls at 7:55 am. My husband stated we were coming to pick up our car in one hour (the drive time to get there). I dropped him off to get our car while I went to gas up the rental and prepared to return it. We were hopeful that John L. Sullivan would do the RIGHT THING and not charge us for a misdiagnosis and cover the rental car. All that my husband got was NO we are not going to do that. Even the manager laughed and stated no it was my fault for not describing the problem clearly when I dropped the car off. Like I am now supposed to be a GM technician and know exactly what to say. This is why we took a video. My husband paid the $200 diagnostic fee to get the car out of hock. I then paid the $303 rental car fee. $503 we spent for what??? I decided to call Steve Wilkens the “service manager” with whom my husband had spoken since he blamed me for their misdiagnosis. I have never in my life spoken to anyone so “anti-customer service in my life”. Apparently business is so good at John L Sullivan they don’t need to be nice to you. I reviewed the detail of what happened and yes I was heated but honestly why wouldn’t I be. I told him they should not have charged us for their misdiagnosis of the transmission. He kept saying why would they do that…… it was my fault for not explaining they problem clearly. He totally ignored me when I said that Arthur was emailed a video of the car making the sound in park when it was turned on. Steve also ignored me when I stated “how do we go from a catastrophic failure of the transmission a week ago to a converter flange crack that the warranty adjustor found with your technician?” He replied that they have the best “service technicians in Sacramento valley”. The more he ignored what I was saying yes the angrier I became. I demanded that he refund us but he ended up HANGING UP ON ME!! Yes, I was angry but why wouldn’t I be?? We drove our vehicle over to the Chevrolet dealership we purchased it from in the Bay area (two hours from our home). Upon arrival they immediately plugged in the Onstar reader which reported all systems were operating normally but when he turned the car on (imagine that) he could hear the sound. Why could the “certified GM technician” at John L Sullivan not hear that? I will be filing a formal complaint in all possible avenues in order for people to know that John. L Sullivan Chevrolet will try to scam you for a over $6,200 repair and only got caught when my warranty adjustor came out and said you were wrong. Even then, instead of doing the right thing and taking care of the customer, they still cost us $503 for absolutely nothing. STAY AWAY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! More

Made an appointment to have my truck serviced at John Sullivan in Roseville. I’ve taken my vehicle three times to Folsom same problems. This time I have the issues on video back. Transmission problem ele Sullivan in Roseville. I’ve taken my vehicle three times to Folsom same problems. This time I have the issues on video back. Transmission problem electrical problem exhaust problem. The gentleman in the service department - did not catch his name was so rude, I literally left there in tears. if I’m taking my vehicle back to a dealership for a fourth time for the same issue you better be giving me a loaner and making this right. (what is wrong with people that you can’t be courteous.) I guess it’s just all about make the sale no follow through. JoAnne Angelo 925-548-5553 Ps: I took my truck in to Folsom Chevy who scratched the vehicle twice was not going back again. maybe it’s time to get an attorney?? More

Dealership service recommended items that had already been serviced and were brand new. This showed that the service tech never did the safety inspection on my car when it was brought in for a oil change been serviced and were brand new. This showed that the service tech never did the safety inspection on my car when it was brought in for a oil change. Service Dept. Manager was informed of this but in turn I was told that he would look into it (no immediate action was taken or a apology or discount for the full price I paid for a partial service I received). After closer look at my paperwork also after getting my car back, it stated I declined replacing certain parts when this was never discussed. Poor service, poor customer service, poor action NOT taken by management when it was brought to their attention (and confirmed by the service dept. itself). More