Koons Clarksville Chevrolet Buick GMC

Poor customer care; Don't do work promised We specifically ordered 4 tires in advance from your dealership with exact specs, part number, price & specific requested, with additional free servic We specifically ordered 4 tires in advance from your dealership with exact specs, part number, price & specific requested, with additional free service [25 point inspection & free battery check] scheduled for same date [Nov 9 2018]. The parts department [Jason Young] was very helpful in professionally replying and scheduling this for us. But there was extremely poor follow-through on the service end. We seemed not to have been assigned a service writer upon arrival, but Kasey Burris offered to help. I detailed exactly what I was there for - 11:00 a.m. appointment for 4 pre-ordered tires, 25-point inspection, battery check. I She said I could wait while they completed the scheduled service, or I would be given a ride home and we would be called later in the day when all the work was complete. I also discussed with her the guaranteed price we had been offered, the $200 rebate offered for purchase of the 4 tires, and the Preferred Owner Program we had previously enrolled in, to ensure points were applied for this purchase and service. I asked her if she needed the Preferred Owner Program member information and account number. She said no, it would automatically be applied. But she opened a NEW customer number when she started the service number - So points have never yet been applied as promised. In addition, she then said it was impossible to have our new tires installed without a 4-wheel alignment. I said we had not been informed of this when we made the appointment and received a guaranteed price. She said sorry, that was the way it was; it would be an additional $139.00 + tax. I believe she should have offered this as a recommended, not required service. Our vehicle has not been pulling, the alignment was fair, the old tires did not wear out unevenly in anyway, they dry-rotted from under use, we drive very few miles per year, and I believe this service should have been scheduled later if we saw them wearing unevenly, to protect our [substantial] investment. But she said no, it was not optional. We had to then scramble to arrange to split the cost between two separate credit cards, but we did. She still said the service would be completed while I waited, or we could pick it up later that day when they called us. We were called and informed the vehicle was ready that afternoon. We arranged transportation back to your dealership for me to pick it up. When I arrived, Ms. Burris was not at work, and no one seemed to know anything about the vehicle. I waited and waited by her service desk. Eventually other people arrived and started looking through stacks of papers, repair orders, invoices and keys on her desk, trying to help other customers who were also apparently waiting for Ms. Burris. There seemed to be no chain of communication to ensure Ms. Burris' customers could be assisted when she was not there. I told a gentleman looking for keys on Ms. Burris' desk that I had also been waiting and could he please assist me when he was done. He asked Chris to help me. Chris seemed overwhelmed, overworked and frustrated by the additional responsibility of helping me, not his customer. It was the end of the day; he was trying to get out of there. He found our paperwork and keys. The bill was not split up between the tires we were paying for with the GM Buy Power card as arranged for the rebate, and the added-on required 4-tire alignment we needed to pay with another credit card. I tried to explain to Chris what we needed, but he didn't listen, said we had to go to the cashier. When we got there, he listened to what I wanted and said, no, he would have to do it. He seemed irritated by the whole scenario. I felt bad. I didn't want to inconvenience him, either. I just wanted to pay for our car and leave. We went back to Chris's desk; he worked on the invoice, which he said was also not the correct price, with overcharges for labor and not reflecting the quoted price. He reprinted the invoice, and I kept apologizing for keeping him from leaving work. We went back to the cashier and she and Chris told us how much to put on the one card for the alignment, and the remaining amount on the Buy Power card for the tires. It needed to be correctly split up so we received the promised $200 rebate. At that time, when we asked to receive my copies of the work done, no one could produce copies of the 25-point inspection specifically requested to include all fluid levels, air filter, and brake measurements, or the free battery check scheduled. It was important to us to have these items checked before I left, as scheduled, to ensure we were driving safely; we wanted to ensure the car was ready for winter and there were no other necessary followups. I was told that "everything was fine" but the technician who worked on the car was not available and no copy of any report was available. I stated again that we did not want to drive the car until it was checked and a report made. I also noticed at that time that a different account number had been made for this service and said I was concerned we would not receive the Preferred Owner points for this sale and service. Cassie Kelley, at the next service desk said I could leave the car, and she would leave a note for Kasey. I was told the scheduled service checks would be completed the next day. We arranged other transportation and left the car with you for the weekend. I called Kasey early in the morning the next day, November 10, to personally let her know what had not been done. Kasey called back that afternoon to say that everything was completed, the service checks were done, and she read off the measurements of the brake linings [2 in the yellow needing attention soon, 2 good]. I thanked her and said we would like the report in writing, please. I believe I told her again about how a new account was made for this service when I had specifically shown her the account I was already listed under for the Preferred Owner Program, or I it may have been Cassie when I came to pick it up the second time. We talked to so many different people. We arranged to pick up the car Sunday morning. Sunday morning we arranged transportation to drop me off at your dealership to pick up our car. Upon arrival, I was told it was ready, but once again - No service report was available. Again. The brake measurements were hand-written on a piece of scrap paper. We specifically wanted all the fluid levels checked, including brake fluid, transmission fluid, and we were concerned whether the oil level was correct; it looked overfilled. We needed the air filter checked - We were concerned because I was told it needed to be changed at the last oil change. And we needed the vehicle's battery cold cranking amps checked before winter set in. Apparently none of this was done - Yet again, after keeping our car 2 days past this scheduled service. I stated I did not want to drive the car until I was ensured all these items were checked, safe and correct. Kasey Burris was again not available, nor the technician who was supposed to provide the report. Cassie Kelley was working that day, November 11, and said she didn't know why the service was still not performed as promised. She said they would get to it -- but it would take a while; I would have to wait my turn, there were a number of customers waiting ahead of me. I replied, "Waiting since November 9? Please, help!" She said, "that's Kasey's problem, not mine." I understood what she meant - she was cleaning up Kasey's messes, but that struck me as wrong. That's your internal problem, not mine. I replied, "Well, we're the ones without a car for 2 days waiting for the scheduled service you promised, and I'm the one standing still here right now; I think it's my problem." She understood and agreed to try to help me. The reason I specifically did not schedule a service like this for Sunday is that I do not believe you have your most qualified technicians available. She called over a technician [Brandon Gedeon? the report says] to do the inspection. I watched and waited for a while. He was in the driver's seat, feeling around the brake pedal, looking for a hood release so he could check my oil and air filter, he said. I had to explain to him there was no hood release, that my engine was not under the hood and show him it was [in the back of my vehicle] and how to access it. He said the oil level was good and my air filter was fine. I thanked him. Cassie just copied the recommended tire pressure for my car from my door side panel. I don't believe any other checks beside the brake lining measurements were done, but I was given a completed inspection report with everything else marked "Green/OK" -- and no battery cranking amps measured. This, besides the considerable inconvenience of the delay in leaving my car for 2 days past the scheduled service date, and two trips to pick up my car when I was told it was ready - gives us zero confidence in your inspection reports. Further, we're worried about receiving the necessary $200 rebate we were promised and filled out all the paperwork for [which was the only reason, as I stated, we purchased 4 tires from you instead of just 2] - We hope the invoice was split correctly with the complete proper amount charged to the GM Buy Power card as we requested. Further, we still have not received the Preferred Owner points for this purchase & service. I'm not certain if you will correct this finally? Or if I will have to take the time to contact you again. Thank you for listening. More

Good updates and follow up Brian Finn was our contact person at the service center . I had a strange break noise and left the car, they had a shuttle to drive me back , the offi Brian Finn was our contact person at the service center . I had a strange break noise and left the car, they had a shuttle to drive me back , the office texted me to update the progress and sent a shuttle to pick me up. Very good follow up. Much better than other places that leave you guessing what is going on. More

Great service at Win Kelly Always a great service experience and Cassie is a great service advisor. She's always on top of the repairs and the service is fantastic. The waiti Always a great service experience and Cassie is a great service advisor. She's always on top of the repairs and the service is fantastic. The waiting area could use an upgrade to laptop workstations with power to be productive at the dealer while waiting. More

friendly staff This is my first visit with WinKelly visit and their services were exceeded expectations. Most Chevy dealer service is very good but this WinKelly is This is my first visit with WinKelly visit and their services were exceeded expectations. Most Chevy dealer service is very good but this WinKelly is the best so far. More

Excellent, professional, fast & friendly The people at customer service, specially Chris, seals person and financial, management were very professional and friendly. We are very satisfied, al The people at customer service, specially Chris, seals person and financial, management were very professional and friendly. We are very satisfied, all people at dealership were helpful. More

Great experience First time to Win Kelly. Will Rich was great, was able to answer all questions and more. He also took the time to make sure we had everything set up First time to Win Kelly. Will Rich was great, was able to answer all questions and more. He also took the time to make sure we had everything set up and working before we left with our new car. More

Car buying experience Excellent service. Barry was very patient with me considering all the questions I had about the new (used) car I purchased. I definitely recommend him Excellent service. Barry was very patient with me considering all the questions I had about the new (used) car I purchased. I definitely recommend him for a new (used) car. More

Car engine light Great job great time great price. No hassle with my warranty got it fixed quick and got me out. I drove 38 miles just for this service Great job great time great price. No hassle with my warranty got it fixed quick and got me out. I drove 38 miles just for this service More

Excellent and Speedy Service Department Very professional and speedy service! I didn't have an appointment on this busy day and David was able to fit me in for a quick diagnosis and turns ou Very professional and speedy service! I didn't have an appointment on this busy day and David was able to fit me in for a quick diagnosis and turns out I would need to leave my SUV behind. David went above and beyond to get me set up with a loaner. David also kept me updated each step of the way from 'found the problem', 'parts were ordered', and to the 'car is ready for pickup'. Thanks David! More

Happy with our new Bolt Large EV inventory, competitive/fair pricing and great staff. I would recommend that anyone looking for a new EV pay Win Kelly a visit to check out th Large EV inventory, competitive/fair pricing and great staff. I would recommend that anyone looking for a new EV pay Win Kelly a visit to check out the Bolt. More