My car had issues Tuesday the 20th of November 2018. I called that night at 4:41pm and was transferred to the service dept. no answer so I left a message. Didn’t hear back from them that evening, tried calling twice on Wednesday, 9:19am, and 12:38pm. I left another message the first time, but not the second. Then I called again on Friday the 23rd. I finally reached somebody, let them know I had left messages and nobody had called me back, and got a quick apology and then they asked me what I needed with my vehicle. I explained I had the check engine light come on, it said I needed to replace the mass air flow sensor, and then I also wanted an oil change. They weren’t able to get my car in until the next Thursday the 29th. Plenty of time to order such part. So I wait the week, stuck 4.5 hours from home because I didn’t dare drive it acting the way it was, and Wednesday the 28th rolls around. I call at 4:39pm, asking if I can drop it off that night because the weather was looking sketchy for the next morning and didn’t want to have to drive in the snow storm if I didn’t have to. The gentleman in the service dept, I talked to said yes that would be fine, fill out an envelope located on the outside of the service dept. and then place my keys on a desk inside if the door was open or put them through the slot on the outside of the door if it’s locked. Great, we load up, get it there and drop it off like told. The door was unlocked so I placed it right on the service desk on the employee side next to another pair of keys thinking that they’d be seen the next morning. So my appt was at 9am that Thursday, I call at 11:38am checking to see if my car is done since I hadn’t heard from them. The guy informs me that it wasn’t in the shop, he then looks around briefly and says he just found my keys on the desk, how odd is that, reads to me what I wrote on the envelope, and that everyone was getting ready to go on lunch, but they’d make sure to look at it as soon as they get back. I tell him great since my appt was for 9am, and he just goes silent. Then he quickly apologized and said they’d get to it right away and that was that. So I’m unhappy at this point, because my appt was held, nor do I believe my car would’ve even been looked at that day if I hadn’t called to check on it. So 2pm rolls by and I haven’t heard from them. So I call again around 2:42pm get transferred back and no answer in the service dept, again. So we hit the road from silver bay to sonju because it’s snowing out pretty good, roads aren’t the best, we needed to get there. We pull up right around 4pm, and I go in and talk to the guy behind the desk. He tells me the oil change is done, but the tech who checked my check engine light issue wasn’t able to get it to tell them exactly what was wrong. I’m fuming at this point since I told them what was wrong LAST WEEK, and they inform me that it may need a part ordered. They are going to have a gentleman who is more experienced check it out though, to double check. He was finishing up at a thermostat, and is only on until 4:30 though and it’s about 4:10 by the time I walk out the door. I get a call from sonju for the first time in over a week at 4:35 saying that the guy checked it out, he couldn’t find anything definite wrong with it, and that he recommended the air filter be changed, which I already had written down on that envelope when I dropped my car off as one of the things needing to be done, so they should’ve done that by now. So I told the guy over the phone to change the air filter and we’d be there to pick it up shortly. We go to pick it up and I am charged for a half hour of the second techs time, even though I didn’t request it and knew he wouldn’t find anything different, was sorely disappointed in the customer service relationship established, and fed up because they should’ve ordered this part a week ago so they could fix my car. I pay my tab and they tell me that if my light comes on again to bring it back and they’ll be able to look at it more thoroughly. I told him I’m taking it home, since I’ve been stranded here for an extra week, and I live 4.5 hours away now, and if it comes on again, I’m having them look at it. And sure enough, yesterday 12-3-18, my check engine light comes on again, my car is acting the same way, and my onstar sends me the same notification about it being my emission system-all info I gave sonju in the two first voicemails I left them when my car first acted up. So now I am having the chevy dealer in warroad look at my car on Friday. I will have to pay for someone else to fix what sonju couldn’t, even after paying $172 to sonju just last week to supposedly fix it, and after dealing with nobody calling me back, nobody answering, nobody listening to me, nobody keeping their scheduled appts, I’m fed up.
This isn’t the first time sonju has been awful to me. This summer in June I brought my car in for an autobutler appt. I dropped it off an hour early expecting it to go in at it’s scheduled time of 10am or so, and being ready in the normal 4 hours or so it takes-putting us at 2pm. Nope, I showed up, and it wasn’t done until right before closing also. And my car was greasy all over the leather seats, I had a weird dust spot on the sides of my front doors, it was an incredibly rushed and horrible looking job. Then earlier this sale year, in the winter I had brought it in for an oil change I believe. I get there and show up like normal, check in, and the guy at the front desk informs me that the previous time I brought it in, and they told me it was covered under warranty, was actually not covered. He then asked me to pay it. I was extremely hesitant, as this is not right. You’re screw up, you eat that. He then assured me those people who said it was covered were no longer working for the company, and that if I could pay for half of it, then it would be settled. That half came to 80 some dollars. I ended up paying it, feeling I had no other choice, because at this point they already had my car and I didn’t know what else to do. So I ended up paying for your guys mistake.
Your service department has really gone down hill in the last year and a half or so. I’m extremely dissatisfied with what has been happening. It took over 2 hours for a tire rotation and oil change, at the chevy dealer in warroad-a smaller dealership at that-it only took them one hour.
If I can avoid it, I will not be going to sonju again, I feel extremely taken advantage of. And I have been telling anybody who asks me about it, about these scenarios and to avoid sonju like the plaque because of how awful I’ve been treated. I wouldn’t recommend you to my worst enemy.