Wissler Motors - Service Center

Wissler Motors responded

Thanks for your feedback. We reviewed your billing and feel it is accurate for a Chevy Traverse. The traverse takes 6 quarts of full synthetic oil. We always use a premium oil filter as per the manufacturer's recommendation when we use synthetic oil. This oil change was $77.50. We also rotated your tires for $20.95, which we find is on the lower side of what the industry charges. If you purchase four tires from us for the vehicle, we will do the rotation for $0. The total was then $98.45 plus tax for the services provided. Unfortunately, oil prices have continually increased, and most cars no longer take conventional oil, which would be less expensive. If you have any further questions or concerns, please don't hesitate to reach out to our service manager, Pete Cotton, or myself. We value your business and want you to feel confident in the value you are receiving from Wissler Motors. Devin Wissler

Wissler Motors responded

Good afternoon! Thank you for your review. I want to assure you that Pete, the service manager, will contact you upon his return after the weekend. I apologize for your experience, and please be assured that we will aim to resolve it as quickly as possible. Devin Wissler

Wissler Motors responded

Ms. Martinez, we truly value your feedback and we understand that there may have been some misunderstandings or miscommunications. We would like to take this opportunity to provide some clarification. 1) To pass inspection, you needed rear brakes and front wipers. We always recommend rotors at the same time as brake pad replacement, but these were NOT a requirement for inspection. The total for all of these was $501. 2) We also recommend a fuel/air induction system service at the same time. It is recommended at your vehicle's mileage. It was also recommended the last time you were in for service, but it was declined. I am proud to say that my service team is consistent in their professional recommendations. 3) Additionally, we recommended an oil and filter change. I don't know what prompted this, but I assume a lube sticker said it was due. 4) Just to provide a clear breakdown, the total cost of the services, including the recommendations, was over $700. This amount WAS NOT solely for the rear brakes and front wipers, as you mentioned in your review. 5) As a reminder, our team's role is to inform you about the recommended services based on your vehicle's condition, age, mileage, etc. We are here to answer any questions you have and ultimately, the decision on which work to perform is yours. 6) Neither age nor other factors have anything to do with how we do business. If you conclude that our operation is good and honest and that something else affected your experience here, we would be more than happy to welcome you back. Otherwise, we hope you continue to enjoy the vehicle you purchased from us almost six years ago. Devin Wissler President

Wissler Motors responded

Mr. Hunt, I reviewed the recordings of your conversation with my service manager, Pete, and discussed it with him and the assistant service manager, Cliff. Let me answer with the bullet points the concerns I read from your review: 1. Blindsided with service times and bill—First, I verified that all billing and times were accurate. I am not aware of you asking for or receiving an estimate prior to work being performed. You were picking up your wife's vehicle, for which we had just performed 3 of the five services you had requested and scheduled at that time. 2. Fumbled over the explanation of cost—On watching the recording, it was evident to me that Pete attempted to review the jobs line by line but was interrupted several times by you. Pete was attempting to explain each job and the associated charge/billing. 3. Time we had your Jeep...they will do everything they can to extend service time and squeeze money out of you—I need clarification on this concern, and this is why: Our billing is not associated with the time the vehicle is at our dealership, it is on the jobs performed. If you want the vehicle completed by a certain time, please let us know next time, as we do try to accommodate our customers the best we can. As your vehicle was a "drop-off" with no request to complete earlier in the day, our goal is to complete it by 4:30 pm of the day scheduled. 4. Estimate does not match bill—The estimate printed on your copy of the repair order after we completed the jobs and at vehicle "pick-up" was not an estimate on the whole job but only those items we have set up as pre-billed in the system. The timestamp for approval correlates to when the advisor printed the original copy for the technician. I'd like to have every operation pre-billed in the system to give an accurate estimate, but every vehicle is different and may take different fluids, etc. An example would be your wife's Rogue differential service and your Wrangler's. Your Wrangler's fluid was slightly more expensive because it required a different weight. If you had requested an estimate, we would have looked up each request specific to your vehicle and then given you a quote. Mr. Hunt, I apologize that the process was not as you expected. However, I do not see where we errored in our pricing or our performance, only in your expectations. We have no problem continuing our business relationship with you, but I would ask that you please let us know if you expect to pick up your vehicle earlier and ask for an estimate. We would gladly provide an estimate for any work requested. I want to emphasize that if an error was made on the billing, we will definitely make an adjustment. However, we do not entertain any requests for unjustified adjustments to avoid negative reviews, as you had requested. I fully support Pete's decision not to make any such adjustments. Devin Wissler President Wissler Motors