Lithia Hyundai of Anchorage - Service Center

I have lifetime oil change from Lithia so we take our Jeep Commander we bought from Lithia Jeep to this Lithia Hyundai dealership d/t horrible experience with other lithia dept, i requested to check why Jeep Commander we bought from Lithia Jeep to this Lithia Hyundai dealership d/t horrible experience with other lithia dept, i requested to check why when I try to slow down for a complete stop, it chops. (I had my rear pinion leak under warranty to be done too). They were very nice to check then I was told I need my brake pads replaced. I asked them if it's possible since I have only 20,800's miles only. They said it is, so I agreed to have it done. After few hours, I called them to request my brake pads when i come p/up my car. Mr Villamor says ok, then after few minutes he called me and says they already threw it away, I asked them where, he says in the dumpster at the back. I told him that we will get it when I get there. When I came, my brake pads are ready for p/ up. I asked Mr Villamor what else he did, he said nothing else because it's not needed. No checking at the back or reconditioning of anything because he says "it's not needed so we didn't even touch them. He refused my payment because there's still under warranty that needs to be done-- my lift gate. How I wished he forwarned me not to not be surprised when I see my pads still in very good condition, it' s just that when rotors changed or resurfaced it needs replacement. ( but how can he say that when he knows they never changed or resurfaced mine?) Not till after 2 days when I found out that my brake pads are completely fine as confirmed by sears auto and Mida's and 2 other mechanics I know. They asked me if rotors were replaced, I said I was told not. Mida's confirmed to me the first time I showed them my pads that Hyundai Service just buffed my front rotors and not replaced. They also confirmed that those brake pads are from my Commander.I requested appt with Mr Benkert,GM who was very nice to see me in that afternoon, he listened and took notes. He was very professional and says he will get to the bottom of it. I also showed him the pads. After 2 days, I spoke with him again and says according to his people, front rotors were resurfaced so brake pads need to be changed too. Very good explanations that I wished was given to me the first time by Mr. Villamor. He also said, if I want I can ask my people. So I went back to Mida's and paid for a complete brake inspections. I was informed that the rear rotors are the ones giving me the pulsations and not the front, the front rotors were buffed at the front surface as evident by the back surface still with rust rings and rough. They were not reconditioned as claimed by Mr. Benkert. They even showed me the massive leakage on the front diffrential and transfer case that starts to leak. I have pictures of all these that I brought with me when I went to see Mr Benkert again. He was not as attentive as he was before, refused to see the pics I brought, refused to hear more what I have to say. He asked me what can they do to make things right. I asked him if they are charging me but he says "if you don't want to pay, then don't." I said It's not that I don't want to pay, I cannot pay for their deceitfulness and most of all, they didn't fix my problem. I requested them to include the leakage (that obviously has been there for awhile but not reported to me) to the open warranty work order but he strongly refused and says I have to pay my deductibles again, that he needs to open a new work order again. I said "Sir, I feel like you are doing this because you don't want me to come back here" He says "Yes Noemi, I don't want you to come back here anymore, sometimes we have to divorce when we don't need to see or talk to the person any more. Go somewhere else and never come back! There is no trust anymore" Yeah right, they broke the trust. He told me that he will write off my $100 deductible for the leaking pinion that they fixed and will cancel order for liftgate parts so I don't need to come back then he asked me to leave the store. See how this person reacted to the situation. I was deceived and lied to by his people and yet I was the one told to leave the store. Somehow, I understand him, it's very disappointing when his own people like Mr Villamor and the mechanic, lied to him when he is supposed to be trusting them and believe them. My message to the people ( esp. to female Asian clients): Beware of deceitfulness like this and make sure you don't tell and prove Mr .Benkert that his people lied to you and most of all to him, if you don't want to be treated like a garbage being told to leave the store and never come back. My message to Mr Benkert: Sir, you need to get workshop / training again on how to better deal with irate and dissatisfied clients. Don't be afraid of the truth, face the reality fairly and squarely. You will get better sleep if you treat people right and don't be scared to compromise once in a while to make everyone happy. FYI - your dealership rating is F as confirmed by BBB, make it better next time, it's never too late! More