Confirmed Service Customer
I’m copying an email I sent the dealer My name is Dave Fischer. I scheduled an appointment for this past Tuesday 5/23 to have my 2022 Bolt EUV serviced (10,000/15,000 mile service) and some minor warranty repairs done. (Recall software update, and diagnostics for a parking brake switch that was no longer responsive) To add some context, I am a daily driver for my business, where I average 10+ locations per day doing business outreach and development. I was hoping this process could be done quickly, or that otherwise a loaner would be available during the repairs. I brought my car in on 5/23 at 9:30am for the diagnostics/brake repair and was hoping a part that the dealer I purchased the car from in Columbus could be installed (Illuminated charging port). I was told to expect an hour or two. I was called back at 10am to tell me the car was done, I asked if the brake repair had been completed and was told it was not. I asked them to complete the diagnostic/repair and call me back. I received another call at 11:20am where I was told the car was done and ready to go. My mother (Peg) drove me down to the dealership to retrieve the car, where I was told that the diagnostic was **not** done, even though I had been called twice now to retrieve my vehicle. The lady at the desk confirmed that the diagnostic was on the original work order, so I do not understand why this work was not only not completed, but I was erroneously called to pick up my car twice. At this point, it was also offered to me, to reschedule my appointment just to have the diagnostics done. I live on the other side of town, which I had expressed to the representative. This would be extremely inconvenient, that I would prefer the diagnostic be done that day (5/23) so we could fix it, or at least know what parts would need to be ordered/how long the repair would take so that I could schedule the repair at a convenient time that would not impact my hours at work. Finally I was called back at 2:45pm, to pick up my car being told that a switch had been ordered for the repair, that the part would be in tomorrow. I picked up my car, and scheduled to drop it off today (5/24) at 2pm, Today, I dropped my car off at exactly 2pm, expecting to have my car back shortly. Instead I received a call at 2:47pm stating that the part had not come in, and that the repairs would not be completed today. I am disappointed that I was not contacted before driving out to be told the part had not arrived, as now I've lost another 1/2 day I could have been working. The continued calls to pickup a vehicle for which the work had not been completed, especially for work that was already on the work order, is frustrating and not what I had been told to expect from my experience with Castrucci. Please let me know when the part will be in, how long to expect for the installation, and if a loaner vehicle will be available or needed for the duration. Best Wishes, Dave Fischer 513-720-5353 (Note: part arrived today 5/30)
David F.
MT HEALTHY,
OH
Business Response
We work hard to provide a fantastic experience to everyone. It's discouraging to see that you had a negative experience. We'd like the opportunity to discuss this with you. Please reach out to us at (855) 317-4108 at your earliest convenience to discuss how we can turn your experience into a positive one. Take care!
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