Frank Boucher Chevrolet Cadillac of Racine - Service Center

UNSATISFACTORY, INADEQUATE SERVICE Dec 1—It has been 1 week and 6 days without my car. Unfortunately, I did not receive the satisfaction of customer service Boucher Cadillac of Racin Dec 1—It has been 1 week and 6 days without my car. Unfortunately, I did not receive the satisfaction of customer service Boucher Cadillac of Racine states their service standards are posted on their website http://www.frankboucherchevrolet.com/ “Our service department offers the best in automotive service to our customers…. our highly skilled factory-trained technicians will deliver efficient, quality vehicle care.” I had first brought my 2012 Buick Regal Turbo to have a warranty issue resolved with my sun roof and sagging headliner. I was advised by a service team member I would need new brackets for the headliner but the sun roof had been fixed. I picked my car up awaiting my next appointment to fix the headliner. A day I later realized the headliner was damaged with multiple oil prints throughout the entire unit at which time I immediately contacted the dealership. I was told I would need to bring in the car for inspection as it would require management’s approval to replace the entire unit. I brought the car in and was told no inspection was necessary and that they would replace the headliner without question. Nov 17—I dropped my car off and was not provided with a follow up phone call so I later went to pick car up in the evening; I was told it was not ready at which time they provided a rental. Nov 20—I was advised by the service team member a new headliner was put in but after his inspection he determined it did not meet his standards and the piece did not fit properly. He proceeded to tell me that he realized there was a dent in the box it came in, causing the new piece not to fit. He stated the job was time consuming and took at least 16 hours. He further projected the new headliner should arrive Nov 24. Nov 20—I went to gather personal items out of my car—I was not allowed back to my car by the service team member and was told someone would get them for me as I waited. Nov 22- I went back to the dealer to get additional items at which time I met a service tech in back by my car AND DISCOVERED THE HEADLINER IN THE CAR HAD MULTIPLE OIL PRINTS/DAMAGE. Week of Nov 24—No update or communication provided from the service team member on the status Nov 28-I had later that week contacted the dealer to question the damaged headliner discovered in my car on Saturday Nov 22. I told the service team member his stories were not adding up, making sense as to why he wouldn't allow me back to get my personal belongings and what I had discovered that previous Saturday when I went back to my car-----Either the second headliner had oil prints ALSO or they took the time (16 hrs according to them) to install the new one, after discovering it did not fit, took it out and reinstalled the original. The service team member continued to elude the truth as I continued questioning him. I requested some kind of compensation for the inconvenience and negligence in the first place with the headliner; nothing was provided or suggested. I proceeded to say that I would not be filling up the gas tank and was then told they would not pay for the gas and they were providing me a rental only. I REITERATED THAT I WOULD NOT NEED A RENTAL AT ALL HAD IT NOT BEEN FOR THE OIL DAMAGED HEADLINER AND NEGLIGENCE INITIALLY. I had said that I would expect a timely request for a new headliner by shipping NDA or 2nd day air due to the current situation. His response, “Well then would you like your car back to have while we are waiting for the new headliner?” Nov 28—My Boyfriend went to Boucher Racine and spoke with the actual service tech who was waiting to perform the installation and the service team member we were consistently dealing with. The service tech advised my boyfriend that new headliner was NEVER installed as HE noticed a defect upon delivery, shedding light on the actual series of events that had really occurred which were not what we were told by the service team member. My boyfriend confronted the service team member about lying throughout the duration of the two weeks regarding the new headliner and also advised the service team not to put back together the disassembled car to take back while waiting for the new headliner to prevent the potential for further damage. More

I have a Saturn. I went for service work on a stabilizer bar and had a 4 wheel alignment. 3 months later, I'm in a different service shop and the tie rods on the front end are shot. I was told by the new bar and had a 4 wheel alignment. 3 months later, I'm in a different service shop and the tie rods on the front end are shot. I was told by the new service shop that they are ready to crumble and if I had an allignment done and work done on the stabilizer bar 3 months ago, they should have noticed something. When I called to see if anything was noted, nothing was and when I asked if they could help me out, my answer was "I'm sorry for your inconvienence but there is nothing we can do for you." I asked if safety was important to them, and when he answered yes, I replied "well, then your service technician who worked on my car does not have the same views as you do." He said that he was the best mechanic they had! If he was the best and didn't feel the need to say something about my tie rods, I can only imagine what the other mechanics are like. I do NOT recommend them - not even to fix a Big Wheel for a child! More