If I could give Jerry Durant Chevrolet zero stars, I - Rswren253
If I could give Jerry Durant Chevrolet zero stars, I would.
They kept my wife’s Suburban for two weeks despite it being covered by both the factory and extended warranties. Throughout that time, we received conflicting information, unanswered calls and texts, changing repair timelines, promises that were never kept, and more damage than when we took the vehicle to them.
We were initially told diagnosis would take four to five days. Service Manager Dusty first blamed the delay on the vehicle’s complexity, then changed his explanation and admitted the department was backed up. If that was the real issue, the dealership should not have scheduled the appointment or misrepresented the reason for the delay.
When my wife was stranded in Granbury, Dusty told us there were no loaners and that we could pay approximately $65 per day for a rental because “that’s how Chevy does it.” I had to research Chevrolet’s rental-assistance policy myself and provide the applicable bulletin information. Only after contacting General Manager Tyler did a loaner suddenly become available.
We were then told a replacement valve body had been ordered and would arrive the next day. Later, Dusty said no replacement had been ordered and that they planned to repair the existing one. We were promised tracking information but never received it, followed by another seven or eight days without an update.
A source also told me—and sent me a photograph indicating—that the Suburban remained on the service rack throughout its stay. That raises serious questions about what work was performed and why we were repeatedly given inconsistent information.
After pickup, the Suburban began shaking violently at approximately 40 mph, and the front passenger-side wheel or tire area made a roaring noise loud enough for me to hear over the phone. The dealership’s response was essentially that it was no longer their problem.
I have tried contacting management and others higher within the Jerry Durant organization without receiving any meaningful response or resolution. This appears to be more than one employee’s failure; it gives the impression that Jerry Durant Dealerships simply do not care about customer service or accountability.
Before this, I was shopping for a new truck and considering moving part of my company fleet to Chevrolet. I will now reconsider purchasing from both Jerry Durant and GM. We took the Suburban to Huffines because, after this experience, I would not trust Jerry Durant Chevrolet to install a valve-stem cap.
I cannot recommend trusting this dealership with your vehicle, your money, or your family’s safety.
I agree that it was not part of the repair, but it was caused by your methods of leaving it suspended for an extended period of time. Lovely how you respond on here but not to my emails or phone calls. THIS HAPPENED WHILE THE VEHICLE WAS IN YOUR CARE, CUSTODY, AND CONTROL; Furthermore you are refusing to take responsibility for it!!!!
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