Join Date: Aug 2011
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I am absolutely disgusted by the way I have been mistreated and disrespected by Schumacher Chevrolet.
Since purchasing a new 2010 Grand sport last year at the Chevy dealership on Northlake Boulevard, I have experienced nothing but frustration and regret that I couldn’t have bought the same car at a different dealer. Despite the 3 hour round trip from my home, I purchased my car at Schumacher because the sales department was great. I was extremely disappointed when I discovered shortly after that the service department was far from the same.
My most recent experience infuriated me enough to write this letter summarizing the disastrous last two weeks. It started with my cluster panel and running board needing replacement so I brought in assuming that they would probably take some time, and they would give me a rental for me to go home with.
When I arrived I asked for a rental, they said that it was only going to take 2 hours so I might as well wait. Well, after 3 hours went by I asked what was going on and the service associate replied that the guys had to go to lunch, with no apology. At this point I couldn’t believe that he thought that was an acceptable excuse, especially since I’m waiting there starving without any transportation. After another hour goes by and another, always being told excuses and that it would only be “another 15 minutes”, They had me sit there in their showroom for 6 hours. When I finally get in my car back, it was apparent that damaged had been done to my steering wheel and center consol. I was furious that they would even try to return my car like this especially after the wait, but I kept my cool. I showed the service associate the damage, and with no apology and with no surprise, he simply said, “okay we’ll order those parts and you’ll have to come back.” Are you kidding me?
So I get a call from a service manager a couple of days later and he asked if how the service was, I told him about all the trouble, including the new loud creaking noises in my roof and the loose end piece on my roof also falling off . None of these things had problems before. He apologized and said he will send me a free oil change voucher and take care of those things when I came back. This was a ridiculous way to make up for things since I lost more money than that in gas and 6 hours of business time wasted.
As luck would have it, the weekend before taking my car back in I end up hitting an armadillo, so now I also had some front end paint damage to worry about getting fixed at this place. At least this time they gave me a rental car under the warranty work, even though most of the damage was from them. I took it in early Monday morning, and they told me this would take a week, and the car would be ready around Friday.
Well after two days of having my car, they call me up and tell me that they have to order more parts including some for the shifter. Nothing was wrong with my shifter before taking it down there, so when I ask why they needed to do this they said because, while repairing the other parts the gear shifter had been damaged. With no apology again I was told that they would have to keep the car a day longer. It gets better…….
Two days later the body shop associate called and informed me that my car will not even be in the body shop until Friday. They have a separate location for there bodyshop. He also told me that I had to take the rental back to them on Friday, since insurance would not cover the extended stay, despite the fact that THEIR mistake is causing this to take longer. After telling him that this would cause a huge inconvenience, I was told to call the service manager. I tried twice, and never got a call back so I tried the other service manager there. I told him my story and asked if I can keep the rental car, since they damaged another part in my car and have to keep it longer. He said that he would have to talk to the service department and find out what’* going on, and call me back Friday morning which was the next day.
Next day came and I received no call from the service manager. The body shop associate called and said that he can’t get the car to their body shop till Monday now, but that I still need to bring the rental car back now. I explained that the manager was going to call me about letting me keep the car for the weekend, but that I never heard from him. I then asked the body shop manager when I would receive my car back, and now he tells me Wednesday or Thursday at the latest. So I called the service manager and he said that he can let me keep the car until Saturday, but then would start charging me on Sunday on for the rental. Is this really what they call customer service? After having to haggle with him, he finally agreed to let me keep the car until Monday. This is now going on week two.
Monday morning I drove all the way down their again, hour and a half trip plus gas, give them the rental car back. They gave me my car keys back and said you’re all ready. What? I thought they still needed to bring my car to body shop. They said, “Oh I thought you were going to do that”. ME?? I was told that you’re bringing it to the body shop on Monday morning. Once again no apology, they took the keys back and said okay you’re done here then. Luckily, I had someone that was able to take time off from work to pick me up and drive me all the way home or else I would have been stranded.
When Wednesday rolled around I still didn’t hear anything and had no car to use so I called the body shop manager and asked how things were going. He said it wasn’t done yet and that he was going now to check it out and that he would call me back that after noon or Thursday morning with an update.
Thursday morning came and went and he did not call me back. So I called him and he said that they JUST got my car down there late Wednesday and just started painting it now. WHAT??? I was told they would get started on Monday morning, so what exactly has my car been doing there this whole time? Apparently just sitting there for a week, yet I had to bring back the rental on Monday because that’* when they were supposedly starting the insurance body work.
He told me that they were waiting on the chin spoiler part to get there, even though they had almost two weeks to order that part, and I know it only takes 3-4 days to receive it. Once again the body shop manager said he would call me Friday and let me know if I can pick up the car; and once again he never called. I had to call and find out late afternoon, what was going on with my car. He said that there was another piece they needed now, all of a sudden, and that they can’t put the bumper back on without this piece, so they need to keep the car till Monday.
Well they didn’t get it done till Wednesday, because they couldn’t match up the paint the first time and once again no apology.
So Wednesday I went down there and picked up the car. Just like always with this place my interior was dirty with black marks everywhere and dust or whatever all over my seats. Even thought they said they had it cleaned, yeah right, I just took the car and went.
The color on the bumper looked good as it matched. They replaced the entire steering wheel, center console, and shifter they damaged. They also replaced the parts on the roof.
So they say…….
Well I got right on the highway to go home. And on my way home I found out that the roof was still rattling. None of the electronics and buttons worked on the steering wheel, and my seat was loose and making popping noise moving front to back. I called the service associate immediately and told him about all the problems. He said that they must have forgotten to hook up the steering wheel electronics. As far as the roof, he said that it is going to make noises, and that there was nothing wrong with the seat when they had it. And once again no apology. He said bring the car back, I said forget it I’m bringing it to another dealership.
I drove it strait to another dealer ship near me right after I got off the phone with the service department associate at Schumacher Chevrolet.
This time I brought it to Suburban Chevrolet in Stuart Florida. They immediately set me up with an appointment next morning. I brought the car in that morning and they went over all the problems with me, and then had a driver bring me home. Boy what a difference.
They called me up within a half hour and told me that they had to order some parts and would have them overnighted to get my car back to me as soon as possible. On top of that they sent out a driver to pick me back up and take me to get the rental car that they were paying for. This is the service you should get when you buy a 65k car!
Later that day they called me up and told me they had to order more parts due to finding more damage from the other dealership. They apologized, and said that they could not overnight the parts since it was an air bag and because explosive devises like air bags cannot be transported on a plan. They were very polite and informative. Then they told me to hold onto my rental vehicle.
They told me that what they found was:
1) My seat railing was broken.
2) None of the electronics on my steering wheel works, and they crushed the steering wheel wires.
3) A devise in my airbag was damaged.
4) The roof piece was not replaced and was still damaged and had to be replaced.
5) When the bumper was put back on from the other dealer, they tore back the weather stripping off my front headlight.
6) My center console latch was broken.
That is another 4 things that Schumacher Chevrolet of Palm Beach damaged, besides the:
1) They damaged my steering wheel the first time, and trying to return it to me like that.
2) They damaged my center console, and trying to return it to me like that.
3) They damaged my gear shifter.
Now on top of that I noticed two other things. I always average around 300 miles to a tank, and my average mpg is always around 19-19.5, sometimes even 19.8. We all know how long it takes for the average MPG to go up or down. Well when I got the car back, I had to fill up the tank and noticed I only got 265 Miles to the tank, and my average MPG was down to 16.0. This tells me that someone was racing around in my car.
I am appalled at how I was treated, disrespected and lied to by this dealership’* service department. When I buy the nicest car on the lot, I expect to be treated a little better. I highly advise any corvette owner or Chevy owner for that matter, to NEVER do business with Schumacher Chevrolet of West Palm.
This company also worked on my service and mechanicals of the car, I don’t even feel safe driving this thing anymore, god knows what else they have ruined. They sure ruined my experience with a corvette, and my experience with GM.
It’* truly sad that a company like this has to destroy the experience of owning a great American sports car.