Hertrich Chevrolet GMC of Easton

Unfortunately feel the need to share a disappointing level of customer service and poor actual service at dealership. Service tech misdiagnosed reason for key sticking in ignition after truck was turned off. Tried to convince me to replace key assembly on steering column for $500-600. Turns out the problem was a sticky release button on the back of the shift lever. Fix was to quickly release button several times and spray lever with WD-40. Cost was $0. Service tech diagnosed lack of heat due to inoperable heater door actuator, which he replaced for $600. But problem continued and upon re-diagnosis the tech reported that the heater door adapter which the actuator inserts into was damaged. Tech claimed he didn't damage it when installing the actuator and that he didn't see damage either, and they wanted and additional $4000 !!! to replace the damper door. (Required full disassembly of dash to replace.) After 2 mis-diagnoses I declined this service, went home, pulled the actuator (5 minutes for 2 small bolts) put a $1 hose clamp around the damaged adapter and fixed the heat problem. Service manager also refused to refund the $600 for the mis-diagnosed heater problem, and actually never spoke to me in person through the whole experience that unfolded over 1-2 weeks. Needless to say, I will look elsewhere for service going forward.

I dropped my truck off to the service department Thursday night, because my service appointment was for Friday at 10am. I had a check engine light on. (I had already put my truck on my code reader to get a general idea of what was wrong with my truck, Code P06DA Engine Oil Pressure Control Circuit/Open). I let the service rep know the reading I got, and I had already had the oil plump changed, so it wasn't the original. Apparently Silverados and other Chevy makes 2014 - 2016 have oil pump issues. There was even a bulletin put out by Chevrolet after these trucks/cars were originally put on the lots. I called them about 1pm Friday, to ask if they had done the diagnostic since I brought it in for a check engine light on. The service rep told me they called me earlier this morning, and they were just now bringing it back to do the diagnostic on it. I told her I didn't have any miss calls on my phone. Her reply was, "oh sorry about that." I asked if they could call once they finished the diagnostic, she said someone would be calling by the end of the day. I did get a call at the end of the day, service rep said they were still working on it and it would be ready on Monday. I asked if they knew what was wrong with it and she just replied that they were working on it... Well Monday rolled around, and I called them about 12pm for an update. The rep said, "they are just now pulling your truck into the shop and getting ready to work on it." I told her that is what I was told on Friday at 1pm when my appointment was originally for 10am, Friday. (what are the odds that the two times I called, they were "bringing my truck back, now") I asked if they had ran a diagnostic on it yet and she said she wasn't sure, but someone would be calling me by the end of the day. 4 oclock rolled around and I knew their service department closed at 5pm, so I called again and the rep said they would call me before they leave for the day... I get a call at 5:30pm, first words out of the reps mouth are, "It's not good news" not to mention her tone was emotionless and rude. She informed me that I needed my oil pump replaced and that it was going to very an extensive job. I told her that I informed everyone I talked to there that I just had the oil pump replaced and if they could just replace the sensor and she replied I can only relay to you what the mechanic recommended. I asked if they had any contact with Chevrolet or GM, since this seems to me a serious issue with the oil pumps in these trucks. I shouldn't have to replace an oil pump every so many years. She informed me that she didn't know nor did their mechanics know about any issues with Chevy's oil pumps. I informed her that it is all over the internet and there is even a class action suit in other states against Chevrolet regarding this. She told me they had no contact with GM and they only fix vehicles. So that tells me Hertrich sells vehicles they can't stand behind. The dealership and mechanics not knowing about these issues is like an Accountant that is not up to date on IRS laws...are you kidding me, you sell Chevrolets, but you have no contact with GM. They fact that it took from Friday at 10am until Monday at 5:30pm to run a diagnostic test is beyond me, I picked up my truck to take it elsewhere. I would like to know that a mechanic that is working on my car is at least doing some research, all careers require a little continuing education.

Scheduling the service was easy. waited for truck as I live an hour from dealer. They did they service and took care of some recal issues. Fast and friendly serice.