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Donna k.

Tucson, AZ

04/13/2023

Poor Service Department

Had my car towed in February 26th, 2023. After waiting 4 weeks for a diagnosis, Gene, my service rep, said the transmission needed to be rebuilt or replaced. He said it would be $6400.00 to replace it or $7200.00 to rebuild it. I told him I prefer to have a new one. The first few weeks Gene kept me updated every 3 - 5 days, after that I would leave messages or text and sometimes wait a couple of days for a response. Gene told me that they were having a hard time finding a new one, but I was still willing to wait. On, approximately March 31, 2023 I stopped by, because Gene wasn't returning my call. I also spoke to the parts department and the guy I spoke with didn't have any info that they were looking for a transmission for my car. On April 3, 2023 Gene called and said they found a transmission, but it would be $6800.00. I agreed to the price, so they "ordered" it. On April 7, 2023 Gene called and told me the transmission was in and my car would be ready no later than Wednesday April 12, 2023. I called Gene on that Wednesday and he told me he would check on it. He called back approximately 4 hours later and told me that the transmission never came in. He said that they found it online, ordered it and then it just disappeared. I asked him, again how much to rebuild the the transmission. Gene told that the service manager agreed to split the $800.00 extra to rebuild it. My Math: $6400.00 + $400.00 = $6800.00. Their Math: $6800.00 (price of phantom transmission) + $400.00 = $7200.00. So, I chose to have the vehicle towed to a transmission shop, which I probably should have done at first. I still had to pay $304.00 diagnosis fee.
Another issue I had was that every time I called the main number for the service department, nobody answered the phone. I will be sure to never go to this dealership again.

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