I am at my wits end.
Been a lurker here at the forums for some time. Read a lot that has helped out with my car, wife'* car (Honda Accord -- the only Import, but she had it before we married), my parent'* car, and the in-law'* cars.
Being the only one who actually knows what the different shapes, boxes, and clicky things are under the hood of a car, I get asked to maintain the cars. This grew from when I was learning to drive and if I wanted to drive a car, I would wash, keep the cars back then in good shape, rotate the tires, and sit at the mechanics when work was being done. Which is fine, I don't mind and it all. Coming to the forums has helped out a lot to see what others have done and read stories.
But back to the how the service department lost the key (I'll leave the name out for now because I am not sure about the rules regarding that).
So my mother in-law got mailed a letter from GM that her Vibe has a "possible recall for a tranny module" so my wife made arrangements for my mother in-law to drop it off so the dealership can match the part serial number on the module.
10 am on Friday rolls around -- she don't speak much English and the dealership calls me and the wife saying the car would be done by 1 pm and they would call either of us so we could tell my mother in-law that the shuttle would be there to get her after lunch. Fine. "Can you add an oil change while it is there please?"
The dealership calls soon after and, yes the Vibe is part of the recall. Thanks, bye.
Now, the mother in-law needs the car to visit my father in-law at the hospital while he is trying to recover from a stroke. She calls me at 2 pm wondering if they called -- nope. So my wife calls the dealership (I'm in a different town 25 minutes away). The service people say, "...we're still working on the car, but it will be ready soon. We'll call you when it is ready."
I call my mother in-law and tell her to wait.
3 pm my mother in-law can't wait and is getting antsy, so I tell my wife to drop her computer work and pick up her mother and take her to the hospital.
Well, 5 pm rolls around and the service manager calls my wife on her cell phone (she is at the hospital) saying, "We have some bad news about the car..."
My wife thinks that there is something really wrong with the car and the transmission and it is broken. Bad timing as my mother in-law needs the car to get to the hospital.
"We can't find the key. Did your mother take it with her when she left?"
My wife asks my mother in-law and no. The service people needed to move it and took the key.
"No. Didn't you guys have to move it?"
"Yeah. Oh. Then we would have had the key. Well you need to bring a spare key so we can cut you another one. We'll do the reschedule the service for next week."
My wife is ready to blow up, but can't (hospitals are quiet places).
Apparently, when they said that they were working on it at 2pm, they weren't. They were looking for the key at that time. My wife wants the service done tomorrow and gets the reply, "But we're pretty full."
My wife says no, get it done tomorrow, we'll get the spare and drop it off to you.
By the time my wife get'* there, the main guy dodged her by leaving, the leftovers in service don't know what is going on and thinks that my wife has lost her key and wants a new one.
The one girl who knows the whole situation says "Marc" the Service Manager won't be back until Monday, but Shirley will help out and she has a note about it.
My wife presses and they can't say if the key was misplaced in the garage, lost, or stolen. They then add in this zinger...
"These things happen all the time..."
So Saturday rolls around and I have to take my wife up to pick up the car.
Again, none of the people there know what is going on. The one service manager who was supposed to see us (Shirley) didn't feel well and left for the day. The other service manager working there that day just says, "According to this note, we still can't find the key."
"Has a copy been made for us?"
"Well, there'* no work order for that. So I would say no."
"What is going to be done about it? We're down a key."
"You'll have to talk to Marc about that, he was the manager on Friday."
I ask, "Do you know if it was lost, misplaced, or stolen?"(there are like 5 keys and workorders/invoices within 4 feet of me, two on the desk in front of me and if someone of lesser character than me wanted to prove a point, all of those keys would be gonet that would be bad).
I can't say what happened to your key, but no one would steal a key and if they did, there is nothing on the key tag to indicate an address. There is only the make, model, license plate, VIN, and customer name. Service manager waltzes off to deal with a mechanic.
Customer name? Do they realize that a car key is like a frontdoor key to your house. Whatever is in car is now open and easy game.
My wife asks, "Can I wait until Monday and talk to Marc about this and pay then?"
"Well you can, but I can't release the car until you pay. Unless you pay, we have to hold onto your key."
I chime in, "You mean keys. You guys have both of the keys."
In walks the service manager and just a matter of perfect timing.
"Can you call this customer? So and so gave them their car and the customer didn't pay for the service."
Bravo service desk girl (she turned blue in the face).
The service manager then says to me and my wife, "I do have some good news. Someone in parts has ordered a blank, but it has to come from Philadelphia."
I am not sure if I should ask if it is my mother in-law'* replacement blank or for someone else. I am just sick of it all at this point.
The bottom line is that no one has done anything to fix this.
No one there will take responsibility of it and are pretty callous. No one wants to be the face of the company but passes it off to someone else. No one will talk about replacing the key (Do we have to pay for one? When do we get one? What is the matter? Are they saying it was stolen and now have to replace the locks and ignition?).
No one has apologized for the time and inconvenience (it may not make things right, but it may make it a little better).
My mother in-law already in a bad state of mind and has this added.
Dealership misplaces key, can't say if it was lost or stolen. Won't pony up for a new key for some reason. The two managers are dodging you. And the service people still charge for what amounts to a 30 hour oil change.