Sands Chevrolet - Surprise

When I arrived, I couldn't remember that it was Jean that I'd spoken with via phone to arrange the appointment. So, Victor assisted me and introduced me to Jean, who was most courteous and helpful. She recorded the details of my service needs. (Lube, oil, filter, fuel filter, rear differential fluid change) About 1 hour into the service visit, Jean advised that the quoted price for the rear differential fluid change would have to increase, as apparently the size of the differential was greater than they initially thought, and more fluid than expected was required. As I didn't see this matter being my fault, Jean agreed to honor the initially stated price. I was suspicious how a GM service department who had the vehicle serial number wouldn't know the differential fluid capacity, and why an 'up charge' of about $30 could result. It actually felt like I was being asked to pay for something that wasn't required. I'd like an explanation on this. An hour or so later, Jean announced the service was complete, and that the vehicle had been hand washed. I was impressed to learn of the wash and the complimentary wheel alignment check. Thanks for that. Again, Jean was most professional and helpful. So, I paid the cashier and went to drive away. As soon as I sat in the vehicle, I immediately noticed the oil monitor was at 15%, and that the fuel filter life was at 50%, and that a large boot stain was on the paint below the driver door, and some mud remained on the driver running board. Why would this be? So, I drove back to the service area. Jean arranged to have the truck re-washed. That was nice. She had a technician come from the shop to reset the oil monitor, and she explained that the fuel filter isn't eligible for replacement at 50%. I questioned this and Jean contacted warranty folks on the phone and they verified the same. In Canada where the vehicle was purchased, I was told to always replace the fuel filter at 50% and that the cost was covered under my extended maintenance plan (bought at the time of vehicle service) anywhere in North America. But, apparently not at Sands. So, as I'm returning to Canada in a couple of weeks, and by then the fuel filter monitor will be down at 40% (quite low) and I'll have the filter changed by my dealer there. All of these 'surprises' in my experience at Sands left me feeling curious about the overall level of care that my vehicle had received. So, I asked to have the hood opened to make sure the oil filler cap and DEF caps were in place following the service. The oil cap was fine, but I noticed signs of DEF spillage across the engine compartment. Again, a tech was brought out to clean the spill evidence. He even crawled under the vehicle to ensure differential plug was tightened and any fluid spillage was properly cleaned up. So, my bottom line is Jean was most helpful during the entire process, but I clearly had the impression that others in the shop were less than fully careful to ensure the job was done in a thorough manner. Consider the oil life monitor, boot marks, DEF spillage evidence.... Service is all about the customer experience and completing the task in a timely, efficient, and technically professional manner. I guess my recent visit to Sands left me questioning this to a degree. Thanks for the opportunity to respond, and I thank Jean for here professional approach in managing my concerns. vern.alvis@gmail.com (403) 376-0394

great price. The vehicle got a wash too. It was completed in two hours while I waited. I like the idea of the coffee and donuts too

We have bought many cars from Sands. Everyone is great, awesome customer service! We have never had an issue everyone is on top of things! Really pleased

I felt that I was dealt with in a professional and polite manor. the salesman I dealt with was well informed of the vehicle I was interested in and explained the available features clearly. he showed a genuine concern in making sure that I had the information to make the best choice for me.

The guys at Sands Chevy have always been very nice. Everything from getting my car to my most recent visit has always been hassle free. I'm still very happy that I decided to do business with Sands Chevy Surprise!

The issue was a mouse that got into the duct work of the truck. Ken explained how he thought it may have gained access to the vents in an area under the hood. I am very disappointed in Chevrolet, I believe that it is a design flaw. This flaw cost me $800 to $900 to replace the blower and clean the vents as best they could. The vents were full of a material I believe came from the insulation/sound dampening material from the firewall area of the truck. All of this damage may also cause not only a louder cab, but may decrease the value of the truck when I trade/sell the truck. I will contact my attorney/lobbyist that I retain for business reasons, he I'm sure will look into any possible lemon law claim that may help in any reimbursement claim I may have. His firm works with the state legislature on a daily basis, and is a position to help consumers that may have had the same issue with Chevrolet/GMC pickup trucks. Again I want to reiterate that Sands Chevrolet and its service department employees did everything within their power to help fix the issue. I am very disappointed in Chevrolet, something that a small piece of molded plastic or even some type of tape would have prevented this situation completely. I have 2 other Chevrolet trucks and 1 GMC pickup used in my business's that I will inspect to see if the may have the same issue. Respectfully, David Buckmaster

I came in and bought my truck great customer service, good sales man, no run around, I bought what I want. Smooth and quick experience. They took care of me.

Although resolution to the recent issues of the Chevy Malibu were not resolved, other maintenance was completed. I was able to schedule an appointment in a timely fashion.

I went in for services for my vehicles and the services was outstanding I was in and out fast thank to Jeanblasko. He was very helpful.

I had my windows tinted and they did a phenomenal job at a cost much less than other places I looked at. They also changed my oil and rotated my tires.