AutoNation Chevrolet West Colonial

worst customer service ever dropped off?My truck a month ago still don't have an answer.I was told it would take 3 to 5 days to diagnosed a month later.I still have no answer.They don't even contact me

First off, I have a 2019 Suburban with 116,500mi that had its transmission fail. A premium vehicle built by Chevrolet for nearly 90 years should not fail this quickly! VERY POOR FORM CHEVROLET! It was late on Friday,11/21, afternoon and I called, what I thought was the actual W Colonial dealership line to advise the service dept. of what had happened and that my insurance co. had dispatched roadside assistance truck to tow me there. The lady on the phone expressed her sympathy and said she would advise the service dept. of the pending delivery. Little did I know this was just another call center. After over 2 hours waiting for the tow vehicle I made another call to advise that we were en route and this operator asked if I had made an appointment for my service? I replied back asking how would/could I have made an appointment if this was a roadside failure? She now supposedly made an appointment for me to be the next day, Saturday. We arrived at the dealership close to 5:30pm. When I walked in the service dept. office the person that I spoke to I explained what had happened and he asked if I had made an appointment. Again another puzzling question due to what I had just discussed with him. I did though tell him that the operator did supposedly make an appointment for late the next day. Which was to be confirmed by text email that never came in. He looked in their computer, iPad, asked another service writer person and they could not find any appointment. He proceeded to write my info down on a legal pad sheet of paper and said it may be a week or so before they even would look at my Suburban and they would be in touch. Why was there no formal service ticket written at that time? Late morning on Saturday I trie to try to contact the service rep that wrote my name on the paper since I had no contact with him since I had dropped my vehicle off. I wanted to get a more definitive timeline as to what I should expect. The call system at AutoNation is HORRENDOUS and unless I wanted a buy a car, I could not get a human at the dealership. After attempting to make contact for over an hour I finally did select the purchase a vehicle option and did get that human. I gave him a short explanation and told him NOT to transfer me until I could speak to a manager. He did get me to a manager who said he was only a Sales manager and he would see what he could do. I inquired if their GM was in at that time and he said Yes, I requested a call from his GM. Well, I never got that call! About 30 minutes after I hung up I got a text saying my Suburban was being diagnosed and would have info to me soon. Followed up with a call from that same advisor mentioning that there had been a cancelation so they put my truck in. Yes the transmission was bad and needed to be replaced along with a couple other things. I asked my service advisor for a written quote on a couple occasions along with a written request and I never got that. I just had only the verbal which I had to approved via text. They did have the transmission in stock and from that point on they did repair my Suburban quickly and timely. They were completed with it the next Tuesday, 11/25, after its late Friday tow truck delivery. One note: I finally did get my appointment confirmation via email for Saturday asking where I was and why I was running late. The email came in late morning and my appointment was not until very late afternoon. Also, the person listed as my service tech did not work at dealership and the phone number listed would ring then hang up! I would have rated my experience higher, due to the quick repair time, But AutoNation has a phone system that is so terribly flawed and my options to contact a human to get some answers was impossible. The lack of follow up by the management needs to be reviewed to I still have not had any call from the GM as requested. Situations like this would make any customer reconsider servicing or even purchasing their car/truck here.

The work was done to my satisfaction, and the service manager was polite and helpful. The work was minor but took several days to complete. This work should have been done in a single day.