My 2016 Chevy Suburban was purchased from Pat O'Brien Chevrolet "pre-owned" with ~ 25k miles on it. In the past my husband and I had only ever purchased new vehicles but our neighbor who works for Pat O'Brien told us this Suburban was a great deal. Recently the transmission failed. The vehicle came with a 100,000-mile power train warranty but the mileage was just over that (~102k miles) when the transmission went out. We are very grateful to Mark Stallard and Mark Landreth at Pat O'Brien and to GM in general for their assistance in procuring us a new transmission at a fraction of the actual out-of-pocket cost for an out-of-warranty replacement. The day I drove the Suburban home with the new transmission, I realized the air conditioning wasn't working. We're obviously having a stretch of bad luck with this vehicle (a condenser leak this time) but again the Marks are helping us get it repaired as efficiently and inexpensively as possible. Pat O'Brien replenished the Freon at no cost so I would have cold air over the weekend for a trip to Columbus while awaiting repairs. Everyone we have encountered at the dealership has been very friendly and helpful.
Clean waiting room and restroom and able to fit you in even if you show up on the wrong date.. yes I came a day early and thought it was my sch. time to find out it was the next day but the worker said don���t worry we will take care of you while your here already..
I went in for an oil change on 7/10/21. The tires were not rotated (I marked two before the appointment). Got the car back and the report showed the tires ���may require attention soon��� therefore would have been very beneficial to rotate my tires! Called today, 7/12/21 and the man I spoke with (Dave?) didn���t apologize or offer a resolution. I paid $89 for an oil change and still need my tires rotated. The service manager didn���t call me either (as promised). I drove 25+ minutes for an oil change because the service is typically great but not anymore. Because I only received half the service I paid for I believe I should receive half my money back. Paying for service I didn���t receive is wrong.
Securing an online appointment was simple-10am the next day. I called to confirm and asked the price. I was told it included a car wash but I stated that I did not want it washed. I checked in on time and asked about the high cost-$90. He stated that last week it was only $59.99 (not a good idea to tell your customer). I sat in the waiting room. I noticed at 10:25 my truck was still parked where I had left it. I waited and waited. At 11am an employee walked by and asked why I looked annoyed. I told him I had never waited an hour for an oil change. Another man came in and asked for some details and said it would check on the service. At 11:05 the man who checked me in came in. He told me ���You did not wait 2 hours for an oil change��� and this was in front of another customer in the waiting room. I never told anybody that I waited 2 hours. He said my truck was finished being washed and I reminded him that I did NOT want it washed. It was raining when I came in and rained most of the day thereafter. He also stated that they allocate one hour for their oil changes. So what!? It should not take that long. Ever! He deducted $10 from the bill and I paid the $88 charge. Nobody told me the location of my vehicle. I had to walk across two drive through lanes to find it parked and soaking wet. So was it just hosed off and not dried off?!? It didn���t matter since it was drizzling outside. My truck was wedged between a pole and another car so I had to maneuver it just to get out of the garage. Typically, I am handed keys and told where my truck was parked. Pat O���Brien���s could and should learn a thing or two about customer service. I have always taken my vehicles to dealership for service and never waited longer than 30 minutes for an oil change (my preferred dealership doesn���t even take appointments but is more efficient than O���Brien���s). Little things do matter to customers. Unfortunately, Pat O���Brien���s lacked those little things.
We are sorry to hear of your poor experience with your recent visit. We strive to complete our oil change, tire rotation and multi-point inspections in about an hour. Based on your request not to wash the vehicle, we should have been able to achieve the time expectation, however, our communication internally among our technician and advisor was unsatisfactory. I sincerely apologize for the poor customer service we provided you.
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