Confirmed Service Customer
I have a prepaid service contract, but the dealership charged me for my oil change and tire rotation. They told me it was time to have my transmission fluid and filter changed. I wasn't told why, but trusted the service department to do the right thing. I thought my bill for that service was sorta high, but I also know lots of things have increased greatly in price. That night I looked at my bill and saw I had been charged for everything even a "Misc. Charge". I called to question my bill and talked with the service manager. He said he would look into the matter and get back with me. He said my prepaid package may have expired. I had a Dr. appointment and had to leave my home. He did call back while I was gone and left a message. He said I had been overcharged. I would be receiving a check for the refund. He did apologize, but said "sometimes the one doing the bill gets in a hurry". The next day while I was out running errands, a lady called and left a message that the check could not be sent until or unless I verify my address. I called back and the lady said I had to verify my address before she could send me a refund. She did say she was sorry for what happened. I asked her what would have happened if I had not questioned my bill. She said I would have been "out the money I was overcharged." I adked her that I wondered how many other people this had happened to. She said not many of their customers have the prepaid package that I purchased when I bought my new 2019 Equinox. I did not say this to her, but I find that hard to believe! She also said most people would have questioned their bill when told the charge, putting the blame back on me I felt. I was told by the gentleman who received my car when I arrived for my appointment about the transmission issue. I was surprised at how anyone knew I needed it changed when no one had even looked at my car. He said it would probably be $160. I thought my bill was high, but I thought he probably had not included the labor charge which is usually the highest charge. I questioned the lady on the phone also what was the mysterious "Misc. Charge". She said it was "shop supplies", but she had been instructed to refund that also. Strange. If it is shop supplies, why doesn't the bill state "shop supplies"? Something very strange about that! I hope I get my refund check, but I'm not holding my breath! My cousin purchased a new 2020 Equinox at Jim Cook. Although it is a year newer, she has many more miles on her car than I do. She has never been told that her transmission fluid and filter needed to be changed! I do not feel good at all about this whole experience. Why did the service department not see I had a prepaid package? Did they not even look? Did my transmission fluid and filter really need to be changed, or was this just a way to get additional charges. I even wonder if they even did that service! Obviously, my level of trust has been compromised! The service department told me as I went to the waiting room that "they'd take care of me"! They sure did "take me" I feel. I am a widow, and I have to trust the people who are suppose to take care of my car. If I did not have the prepaid package for oil changes and tire rotation, I would not return to Jim Cook's to have my car serviced. When the package expires, I probably won't. Neither the Salesman nor the Sales Mgr are still there who assisted me with the purchase of my car. I felt, at that time, I could trust them. If they had still been on staff at Jim Cook, I would have gone to them with this problem. But they are gone, and I'm not sure I can trust anyone at the dealership now, and that's sad!
Ann H.
MARION,
NC
Business Response
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