Chevrolet of Milford

We apologize that your experience at Chevrolet of Milford was anything less than satisfactory. However, we have looked through our system and cannot locate you. Please contact the dealership at your earliest convenience so that we can discuss this matter further and hopefully resolve the issue. Thank you. 203-882-4504

Hi there! Thank you for the great feedback. We're glad to hear your service was efficient. We appreciate your trust and look forward to helping you again whenever you need us!

Hi there! We're so glad your first visit went well and that Luke and the rest of the service team made a great impression. It’s awesome to hear you’ll be coming back—we’ll be ready to take care of you whenever you need us. Don’t hesitate to reach out if anything comes up in the meantime!

Thank you for your review and I'm truly sorry for the misunderstanding. I know you spoke to our service manager about this and there still seems to be a misunderstanding of what happens with a 3rd party warrantee like what you have. First, have to diagnose the vehicle before we can ascertain whether the issue is a covered repair or not. Then we need to submit our findings to the warranty company for authorization. They review it and give us permission to proceed, or not. They may even opt to send out an inspector to determine whether or not they will cover the repair. I know none of this is news to you based on the fact that we've been through this before, as you rightfully stated. The misunderstanding is with your deductible vs. our diagnostic time. Your deductible is a small part of the work that your insurance doesn't cover and is always your responsibility. The diagnostic time is the time our technician needs to diagnose the problem. If the warranty company does not cover the repair, then you are responsible for the time we spent diagnosing the vehicle. You have the option to pay out of pocket for the repair estimate that we give you or take it somewhere else of your choosing. This would leave us with having to bill you for the time our technician had to spend diagnosing the problem and that is the reason we ask you for authorization to go ahead with the diagnosis. Obviously, we can't demand that you do any work with us, but we have an obligation to inform you of any charges you may incur if we do the work you ask us to do. I hope this helps to clarify what happened and that you realize that we have no intention to charge you or demand that you pay us for something that we did not do. Please feel free to reach out to me directly if you have any questions or if there's anything I can do for you. Oscar Guerra, General Manager.

Thank you for your review and I'm truly sorry for the misunderstanding. I know you spoke to our service manager about this and there still seems to be a misunderstanding of what happens with a 3rd party warrantee like what you have. First, have to diagnose the vehicle before we can ascertain whether the issue is a covered repair or not. Then we need to submit our findings to the warranty company for authorization. They review it and give us permission to proceed, or not. They may even opt to send out an inspector to determine whether or not they will cover the repair. I know none of this is news to you based on the fact that we've been through this before, as you rightfully stated. The misunderstanding is with your deductible vs. our diagnostic time. Your deductible is a small part of the work that your insurance doesn't cover and is always your responsibility. The diagnostic time is the time our technician needs to diagnose the problem. If the warranty company does not cover the repair, then you are responsible for the time we spent diagnosing the vehicle. You have the option to pay out of pocket for the repair estimate that we give you or take it somewhere else of your choosing. This would leave us with having to bill you for the time our technician had to spend diagnosing the problem and that is the reason we ask you for authorization to go ahead with the diagnosis. Obviously, we can't demand that you do any work with us, but we have an obligation to inform you of any charges you may incur if we do the work you ask us to do. I hope this helps to clarify what happened and that you realize that we have no intention to charge you or demand that you pay us for something that we did not do. Please feel free to reach out to me directly if you have any questions or if there's anything I can do for you. Oscar Guerra, General Manager.

We assure you that our customers satisfaction is our number one priority and we take utmost care with them. Guaranteeing the diagnostic fee is paid is standard procedure in all OEM repair shops. As stated before, if the repair falls under warranty then you are not responsible for this charge, it will be added into the cost of the repair that the warranty company will cover (besides the deductible). The only time you would be responsible for this charge is if the repair in question is not covered under the warranty policy.

I have worked in and around this business for over 10 years. I know what a deductible is. I have had this specific vehicle serviced at your dealership 3X in the last 5 years or so. All with the same warranty from CNA National. I have NEVER been asked to pay more than the $100 deductible for a covered repair. This new thing of yours, asking a customer for over $250 just to do a diagnostic, is as I said, a new development, probably due to a new owner or new management. I have done some research since my wife coming in there the other day. It would seem that I am not alone in this. You have multiple reviews for the same issue of gauging customers in service. I understand having to pay the diagnostic fee if a repair is not covered, nobody expects you to work for free but taking advantage of customers is wrong. I would have had no problem paying a reasonable diagnostic if a covered repair was not found. Why is the diagnostic charge above your hourly service rate? Doesn't make much sense. I have no desire to speak privately with you, let the other reviewers see how you treat loyal customers. Shame on you

Wait a minute, that is NOT what my wife was told. She said we had to pay the diagnostic on a credit card upfront before anything was done. If what you are saying is the case, why was my wife asked to pay the diag fee upfront? And when i was on the phone with your service rep, I asked her about the charge and was told this is the NEW procedure. So if the repair ended up being a covered repair, and the warranty company would have paid the diag, why did I have to pay it on my credit card before you even looking at the car?

We're thrilled to hear that Lucas and the team helped you find the perfect car while providing a helpful and kind experience. We appreciate your trust and look forward to assisting you again in the future!

We apologize that your experience at Chevrolet of Milford was anything less than satisfactory. Please contact the dealership at your earliest convenience so that we can discuss this matter further and hopefully resolve the issue. Thank you. (203) 951-6292

Thank you for your kind feedback! We're glad to hear that you experienced great service and that our team was polite, informative, and attentive to your needs. We look forward to serving you again!

Thank you for sharing your experience! We're glad to hear that the technicians completed the work in a timely manner and kept you informed throughout the process. We look forward to assisting you again!