Tom Gill Chevrolet - Service Center

Horrible customer service. Some "business of character" I have been given the run around for two months by two different people about my satisfaction and questions I had concerning my last [and final] visit I have been given the run around for two months by two different people about my satisfaction and questions I had concerning my last [and final] visit. I have taken my car there on more than one occasion, and everything was fine. Then I take it in february and suddenly EVERYTHING is wrong with it and they want me to pay hundreds of dollars to fix it. I have only had the car a year, and it only takes me to and from work or to the store, so it's not like I'm working the thing to death. You can't tell me alllllll of these problems arose in a year, and since they couldn't have, these problems should've been taken care of before it was put on the lot to be sold. They called to do a satisfaction survey, and I've sent emails. They obviously don't care about satisfaction so why even bother? It's EXTREMELY rude to read a customer's email and NOT reply to their questions. I am no longer taking my car there for service, and I'm ashamed to say I even bought a car from them. More

I had my car towed there Monday morning around 9am. I was on my way to work when I heard a pop and was surrounded with what seemed like smoke. I pulled over immediately and stopped the car. After havin was on my way to work when I heard a pop and was surrounded with what seemed like smoke. I pulled over immediately and stopped the car. After having it checked by the local fire department, I was informed it was more steam than smoke. At that time I requested a tow to the Florence location. I’ve purchased three vehicles from Tom Gill, used their service department previously for warranty repairs and used their body shop twice. I thought their shop would do a decent job and that they would be honest. However, I realized over a day later that I was sadly mistaken. I was very specific about what happened and I would guess that it was the radiator/cooling system. They had the car the entire day Monday. I heard nothing other than they were looking at it and it would cost $90 to evaluate the car. I said that was ok. Then Tuesday morning I was called about 8 am and was told by Chris, “we’ve looked at your car and it isn’t as bad as we thought it would be. It needs an elbow on one side and we’ll replace the other side too. Plus, the belt was damaged so we’ll replace that.” He stated it would be about $500. I asked if that included towing and he stated it would not, that towing would be an extra $70. Although I thought this estimate was a bit high, I was willing to pay it to get a working car back within the day. About 2:30pm, I was called and told they now needed to charge $1300 to replace the radiator and thermostat. The radiator at KOI was $157 and the thermostat was $7. The $1300 price seemed incredible. I called back and stated that was too high and they could leave the car in the lot and I would have it towed elsewhere. I understood they had assessed the car (even though their assessment was incorrect). I was happily willing to pay the $70 tow, the $90 evaluation and possibly a little more for the belt and some labor. I will be perfectly honest, I thought I was being more than fair. They had been working on the radiator for three hours and didn’t think to open the cap to make sure it did not need to be replaced. Frankly, even I know this doesn’t seem right. At that point, I was told that I would have to pay $552 to get my car back. Now, I was told it would only cost $500 to fix, but then told I’d have to pay $552 for an incomplete job? I refused this and stated it wasn’t right. Then I spent the next hour going back and forth about this incident with Chris and Matt. To be clear, I wasn’t asking not to pay anything, but there is no reason I should have to pay for the entire service when it wasn’t completed and it didn’t fix the problem they stated it would. The fact of the matter is that they diagnosed the problem incorrectly, I should not be responsible for that. Then they began to tell me there would probably be other things wrong, but they couldn’t tell what until I authorized this fix. I understand things can be discovered while a technician is working on it; however it should be something unrelated to what they stated they were fixing. The reality is that the tech worked on the radiator for three hours putting on “boots”, but didn’t think to actually evaluate the radiator before doing so. Frankly, this situation disgusts me and I’d rather pay someone more than what I would pay Tom Gill based on principle alone. I’m paying the $475 (lowered after a very lengthy discussion) to get my car off Tom Gill's lot since it’s currently being held hostage. To top this off, we called and asked to pay via phone and have the car set aside for our towing company. The receptionist was rude and condesending. I would like to say that the two women I spoke with to make my appointment and arrange the first tow were very pleasent at that time. It was only when we wanted to pay and get this ordeal over with, that the tone of the receptionist was different. I do not know if this was a different person than the one I made my original appointment with. I have given a substantial amount of business to Tom Gill over the last decade. I purchased a Cavalier in 2002 for $10K, I purchased a Silverado in 2006 for $21K and my Grand Prix in 2007 for $18K. I’ve used the body shop twice and the service shop a couple times as well: NEVER AGAIN. I planned on buying another car within the next two years; however I will not be purchasing one from Tom Gill. Nor will I recommend Tom Gill to my family and friends, I will ensure they know of this situation when they are considering their next purchase. More

I've used Tom Gill for all of my service and every time it is a positive experience. Just recently I had my car in the body shop because someone rear-ended me. The quality of work was excellent. I time it is a positive experience. Just recently I had my car in the body shop because someone rear-ended me. The quality of work was excellent. I am a rock climber so my car stays muddy and dirty inside and out all spring long. I knew that they would have to wash it to do the body work but much to my surprise they vacuumed it too! Just that little extra touch of service makes you leaving there with a smile and it also keeps a customer. I would highly recommend this dealership. More

I'm an owner of 3 Chevrolets.- A 2006 Trailblazer, 2011 Cruze, & 2011 Camaro. Horrible experience x 2 with Tom Gill Service 1st experience - they scratched the hood on my Camaro when I took it i 2011 Cruze, & 2011 Camaro. Horrible experience x 2 with Tom Gill Service 1st experience - they scratched the hood on my Camaro when I took it in for an oil change. They refused to address my complaint after I pointed it out to them as soon as I picked up my car.. 2nd experience - they did not fulfill a service issue because they didn't spend enough time analyzing it. I had an intermittent chirping sound coming from my AC/Heater blower fan. This was a known problem from other Camaro owners. It was also documented on Chevy recalls. I had recorded video of the issue for their review. The service advisor, Mr. Monday, stated this problem was normal. I'm taking my business elsewhere. More

I would like to take this time to express my pleasure of working with the Service Department at Tom Gill Chevrolet. Rex Tonan was my Service Advisor for my 2009 Silverado with an electrical issue. (Battery working with the Service Department at Tom Gill Chevrolet. Rex Tonan was my Service Advisor for my 2009 Silverado with an electrical issue. (Battery drains overnight) Being a former GM mechanic myself, I know that electrical issues are sometimes very hard to diagnose. Rex took very good care of me and my "baby" BART (That is the name of my truck, it is an acronym that means Big Awesome Red Truck). The electrical issue took several days to figure out and Rex kept me informed of what was going on whenever I inquired. He also let me speak with the technician a couple of time (I apologize, I do not remember the tech's name). In the end, this turned out to be caused by something that I did to cause the battery drain. Rex was very fair in charging me for labor for what I apparently caused myself. For that I am extremely appreciative. I also had the oil change service while BART was there. It was time and I was pleased that Tom Gill Service uses Mobil 1 Synthetic oil by request. Overall this was a tremendous experience for me and Tom Gill Service will be where my truck goes for service from now on! Thanks Tom Gill and especially Rex Tonan ! John WInters Elsmere. KY More

We puchased our 2010 Traverse in June 21, 2011. From the start, we have loved the car by Tom Gill Chevrolet is another issue. We are of the opinion we should have bought it some place else. We had to bri start, we have loved the car by Tom Gill Chevrolet is another issue. We are of the opinion we should have bought it some place else. We had to bring the car back the second morning we had it because of all the trash under the rear seats. We brought it in for the first service had to pay for the 18 month service. We waited at that service for more than 45 minutes for the car to be brought up after we paid the cashier. Randy Rommus was notified and he rectified the situation somewhat by giving us a credit on the service. However, I had to call the accounting department 60 days later to see if the credit was issued. Today, December 23, 2011, we met two (2) people at Tom Gill who were very professional. Michael Monday had the servicing of the car and the repair of the flat tire to the highest result we could expect. Tom Gill's after 4 PM service is the only way to go. There is no one in the service area other than Mr. Monday that I would consider trusting with our service at this time. He was great!! The second person was Dennis Booth in the Collision Center. He is another great professional. We scheduled an appointment for repair on January 3, 2012. If there are more professionals like these two (2) gentlemen at Tom Gill, we might change our mind about where we purchased the car. Wayne Michels Florence, Ky 859-282-7822 More

Last night while driving my wife's 2011 Malibu the right Headlight was inoperative.The next morning I tried to see if it was a simple repair I was wrong.I drove to Tom Gill Chevrolet around Noon. Not knowin Headlight was inoperative.The next morning I tried to see if it was a simple repair I was wrong.I drove to Tom Gill Chevrolet around Noon. Not knowing if they could repair the headlight now or make an appointment. Mike the Service advisor took care of me right away. In about an hour got the car back good as new. they thought about our safety first and I am very thankful Its good to have a dealer who cares. More

Our transmission went on our second car (125,000 plus miles!) that still has a lot of life in it. The repairs were made quickly and cost effectively. The people at Tom Gill were very considerate and he miles!) that still has a lot of life in it. The repairs were made quickly and cost effectively. The people at Tom Gill were very considerate and helpful, especially Chad Ely who was very courteous, effective and efficient! Thanks, Chad! Thanks, Tom Gill! More

My name is Valerie Coyle. I purchased a Chevy Trailblazer from Kerry Hyundai and was not impressed with their service department. I was recommended by a friend to take it to Tom Gill Chevrolet to get it serv from Kerry Hyundai and was not impressed with their service department. I was recommended by a friend to take it to Tom Gill Chevrolet to get it serviced. I dealt with Chad and he was wonderful! My Husband is an over the road truck driver so I am left to take care of these things my self. I'm not a fan of being a woman going to a dealership with 2 children without my Husband who understands questions that might be asked. Chad made me and my children feel very comfortable! I would definitely go back in the future! More

UPDATE ON THIS RATING PROFILE LOCATED AT BOTTOM OF REVIEW ! Purchased a used truck from this dealership with Wynn's extended warranty. Truck had roughly 67,000 miles on it at signing. Truck started using ! Purchased a used truck from this dealership with Wynn's extended warranty. Truck had roughly 67,000 miles on it at signing. Truck started using 4 quarts of oil every 3 weeks, and developed popping noises from the suspension. Took truck back to dealer to trade after 6 months. Dealer could not,or would not trade me. Took truck back to dealer a month later to have problems fixed under extended warranty agreement. Dealer gave the truck a clean bill of health. Called extended warranty company to inquire about other service providers. On warranty companies advice took truck to another mechanic who found dozens of problems wrong with the truck. Drove truck for 2 more weeks while waiting for warranty company follow up. Truck now has blown transmission and blown engine along with suspension problems. Warranty company wants ENGINE AND TRANSMISSION REMOVED AND DIS-ASSEMBLED from truck to evaluate warranty coverage. Write dealer a letter explaining problems. Dealer called 12 days later and agreed to trade me out of vehicle. Spent 7 hours at dealership between Saturday and Monday and was told no trade could be made till truck was RUNNING! Hired and Attorney. Attorney had to contact warranty company who now says its not necessary to remove engine and transmission. Warranty company now asking for an estimate describing diagnosis using specific mechanical language before they act. Truck was dropped off at mechanic on July 8, 2011, it is now August 12, 2011. No rental car, no warranty coverage, and no results. ITS BEEN OVER A MONTH. Buyer beware! It will take an attorney to get anything done dealing with this dealership, or their extended warranty carrier. Roger Lail 859-982-8212 UPDATE SEPTEMBER 11, 2011 Well here it is September 11, 2011 and I finally got word that the warranty company is going to cover my vehicle..well..$5000.00 of the $9000.00 its going to cost to fix it properly.. Not bad, that only took about 8 weeks, an attorney, an additional $4000.00 out of my pocket, and the warranty company trying to deny the claim...oh and yeah, the engine did need to be removed from the vehicle and dis-assembled before they would send an adjuster out. So lets go through the parts list that needed to be covered on the vehicle purchased from this dealer just after 6 short months. upper ball joint...lower ball joint...outer tie rod end...track bar...hub bearing...U Joint...piston, rod, and pin...cam bearing set...rod bearing set...main bearing set...engine gasket set...timing chain set...hi volume oil pump...filter...sensor...solenoid...oversprag...mws kit...band...band...bk sec...support piston...rear sprag...kick down strut...torque converter. The mechanics notes are as follows: Replace track bar...replace universal joints in both front axles...replace right outer tie rod end...replace upper and lower ball joints...align front end...remove and replace engine...regrind valves and seats...replace valve seals...re-surface heads...bore and hone cylinders...grind crank...line bore journals...replace pistons...replace rods...re-assemble engine...remove and replace transmission...replace all clutches...replace torque converter...rebuild valve body...replace innermediate band strut...governor pressure switch and solenoid...forward band...reverse band...bushing kit...install master kit...flush cooler...flush lines...road test. I dont know...that sounds like a lot to me for a vehicle I just purchased 9 months ago..and has been with a mechanic for 2 of those months waiting on approval from the warranty company. This company did little to inspect this vehicle, and their service department somehow managed to miss all these problems? Long story short...my 1st encounter with this dealer was pretty amazing...the salesman wanted to sell me a car so bad he drove one TO MY HOUSE! I worked with this salesman for 2 days while he faxed paperwork, deposit receipts, bank statements, and he called and updated me throughout the process. I had a list of of 12 trucks and SUV to pick from. This time...was like ordering fast food...answered a few questions...they made a phone call...I was told I needed $2000.00 down and MY TRUCK HAD TO BE ON THE LOT AND RUNNING BEFORE THEY WOULD TRADE ME OUT OF IT! ... My truck? On the lot and running? ... You mean the truck you sold me that blew up right? ... What a joke...and now you cant even get Randy Romus to return a phone call unless you rate them poorly on dealer rater. But maybe theres a lesson to be learned here. A lesson on how you treat people and do the right thing..you see.. I'm a business owner as well. I know that you dont build a very solid business relationship with people by blowing them off. Or by selling them a product that doesn't work properly. I dont think I would last long in business if I did. I have proudly served my community and its neighbors for 18 years. And my first customer, is still a customer. Thats how you do it. In todays world of back stabbing and get rich schemes, people want to know that there are at least SOME people you can trust to do the right thing...no matter what...thats what you call CHARACTER! The golden rule is if you do people right..they tell a friend, maybe 2. Do people wrong..and they tell EVERYONE..I personally visit the homes of over 1200 customers a year ... enjoy the free advertising you'll get from my experience ! And a very special thanks to my attorney...without her, I would still be sitting here wondering if anything was ever going to get done. More