West Chevrolet

Thursday evening, a call informed me that the specialist was not able to fix the car. Friday I went to pick up the car but the "Shop Foreman" was "taking a look at it". This was the July 4 weekend. I asked for a loaner car and was told that "all were out", although they have plenty of used cars. Service person suggested I rent one, as if I wouldn't think of that myself. On July 5, I called and found out another Shop Foreman was working on it and that a part was being ordered. "No loaner cars available, sorry." The specialist returned on Friday. I called Friday late afternoon and found out the specialist --the only one who could fix my car-- was out on test drives. Really? How could any car be in line ahead of me when it had been sitting there for 8 days? Was he fixing a car that another mechanic could have done? And still, "no loaner cars". Plus a set of keys for weekend church work was in the car and it was too late to retrieve them --on the July 4 weekend! This flawed customer service experience (and questionable repair) is from a Chevy dealer, with a Chevy product. This is inexcusable. In 12 days, they never could find a loaner car (just get one from used car inventory!). Apparently management is asleep at the switch on everything from customer communication, proper task assignment, resource management, prioritization, and most importantly MY SATISFACTION. I am completely unhappy, actually furious, with this situation at West Chevrolet. Time of writing is Monday, July 11, and I've been without my car since June 30th. I could not get the car to go to a different dealer because it was "all apart in pieces" and would have to be put back together. All this on a part which should have been covered (high voltage charging system) but somehow manages to not be part of the 8-year battery and Voltec system warranty. It's costing me $900 for them to take their sweet time, ignore me and my needs (handicapped, plus business clients), mismanage their only technician, and let other mechanics "learn about the car" during these 12 days. I have no idea if the techs "learning about the car" are any good, just curious, or had nothing else to do. West Chevy appears to be booked solid all the time, but there will be one customer missing from their waiting list: me.

The thing is I had to go back a second time. Their work area was fine. I would recommend them to a friend.

unknown

I wouldn't have bought from them a year ago but they have changed a lot. They changed the management and staff, and some people are not there anymore. Everything around the sales is good. Car salesmen are not really good with me. I hate to trade cars because I basically don't even want to go there. Car salesmen tell you anything they can to get a car sold. I have not met a car salesman yet that doesn't hide. They will tell you this and that and when I get up to the final sale, the guy would tell me this and that and this is required. I went back later to use some of the things that he told me and they told me it had many disclaimers in it. It was basically worthless and I went up to the management and they finally just told me that, and they did back it out of my price. They sold me some exterior ding stuff wherein if I got my car dinged, they would fix it. They said if it broke the paint, they won't fix it. I didn't see it anywhere in there. It wasn't. They did fix everything so I left pretty happy. They showed me a service that was really kind of nonexisting. I had them go through my contract and delete certain things. I spent quite a bit of money on my contract.

Their body shop is one of the best ones in Knoxville. I had to pay for it because my insurance didn't pay for it. I would recommend them because of their quality and friendliness. It is hard to get in and out of. That is the only thing I know that's bad. I have moved out of Arcola and I drive about 15 miles to get to them. There are 2 other dealers near me and I go to them. I've had good service out of them. Customer service means a lot to me. Their prices are below market. They are really good about telling me everything.

The insurance paid for it. We took it back to get a tail light fixed. They were professional.