Colonial West Chevrolet of Fitchburg - Service Center

Colonial West Chevrolet of Fitchburg responded

Thank you so much! Colonial West Chevrolet is thrilled to read about your positive experience~ Please feel free to reach out anytime! Happy Holidays! Kindly, Shelley Dupre' Customer Care and After-Sales 978-516-4026

Colonial West Chevrolet of Fitchburg responded

Hi Michael, We are sorry that you feel that way about your experience with us. Your vehicle was out of warranty when you brought it in to us (by over 20,000 miles), so out of a gesture of goodwill, we contacted General Motors and fought to have a substantial sum covered by them. When goodwill is used, General Motors has us repair the transmission rather than replace it - when this is done, there is a 2-year unlimited mile warranty on the repairs. While this is less than the 3-year warranty that would come with a replacement unit, it also was at a substantial savings to you for the total repair cost. With the savings that we were able to get for you, an extended service contract that covered your powertrain could still be purchased for less than the total cost of a replacement unit. Yes, the vehicle was in our service department for an extended stay, but this was due to part availability, which we have VERY limited control over. As soon as parts became available, your vehicle was made a top priority. Many other dealers would have just quoted you a replacement transmission at roughly twice the price. We felt that going to bat for you and saving you thousands of dollars was the correct course of action.

Mike responded

Having this information beforehand would have been helpful. This was never communicated to me before the work was done and I had no idea of any change. Also - I know the vehicle is out of warranty but I wouldn't expect a 5-year-old Chevy truck with 80,000 miles, that was never used to tow anything, to need a new transmission. FYI - you did just quote me for a new transmission. I was the one who asked if GM could get involved to see if they would assist. Also - when I received the vehicle back it reeked of cigarettes. It felt like nobody at the dealer cared. Even when I paid the bill. The keys were given to me all taped up with the tag still on and nobody pulled the car around or told me where it was. It was up to me to find it in the lot. t the end of the day. It was the lack of communication and the perceived lack of caring that bothered me.

Colonial West Chevrolet of Fitchburg responded

Thank you so much for the positive review! We are delighted to hear you had a pleasant experience Please feel free to reach out anytime~ Kindly, Shelley Dupre' Customer Care and After-Sales 978-516-4026