Business ProfileforPayne Chevrolet, Inc.

We bought all parts from this dealer. We were quoted a price to put them on. The parts were bought on Friday March 3,2023. Returned on Monday March 6th to get these new parts put on. The parts consisted of coolant reservoir, a very long hose, new cap, and the coolant. The long hose had a new clamp as well. We drove home and opened the hood to find out that half the hose was replaced and the reservoir as well as the cap. Immediately called and was told the mechanic was on lunch and would call back later. Also notified GM of the incident. The only rectification that was offered by Payne was for us to return and pick up the other half of the hose that they did not install as well as the new clamp. Being that they were caught not installing what was supposed to be put in, I don’t trust the other half of the new hose. From what we were told when calling around prior to finding all parts at Payne, was that they were on back order. If we had not noticed this when getting home, it seems as though the other half of the hose we paid for and paid to be installed, was going for another vehicle or to be resold. This is plain bad business all the way around. Ripping people off in already hard times is the lowest you can get. I want my money back for the entire hose and labor costs to take this vehicle elsewhere and to be replaced properly by someone that cares about their customers and doing the job they were paid to do.

I am sorry, we do not have an ***** ****** in our system, however, we do have a **** ****** and he has been in only two times, one for parts on 3/3/23 and one for service 3/6/23 on a GMC. After inquiring on this incident, I have been informed that *** ****** purchased a coolant tank, cap and hose from Parts department on 3/3/23. At the time of purchase *** ****** asked if he would be able to remove a portion of the hose if needed since only the top portion was leaking. He was told he could but he would have to purchase the entire hose, as this is the only way it is sold. After stating he was on a fixed income and to maintain customer satisfaction, *** ****** was given a $36.38 discount on parts as well as 2 gallons of coolant costing $22.00 each, for free. *** ****** later called the Service department and ask what the cost would be to install a coolant tank and was given the cost of $225.00 for labor. No mention of the coolant hose was made when this quote was given. He was also asked to call and schedule an appointment if this was something he wanted us to install for him. On Monday morning, *** ****** showed up without an appointment and asked for the coolant tank to be installed, that the part was in the back seat of the truck. We went to great lengths to work him in without an appointment. When the assigned tech got the vehicle, he noticed the coolant hose along with the coolant tank in the truck. Upon inquiry, the tech was told the conversation with parts about the hose and only the top portion as leaking as well as the quote from service for the coolant tank only. It was decided to have the tech complete all repairs for the quoted price of the coolant tank, saving *** ****** the additional cost of labor for the hose at a cost to the dealership of $525.00. Again Mr. Norris stated he was on a fixed income so he also received an additional discount of 9.75%; all for customer satisfaction. The tech replaced the coolant tank and the leaking portion of the hose all for $225.00. The customer’s leak was repaired with as little cost to the customer as possible. Total savings to the customer was $627.59 as well as working him in without an appointment.

At the time of purchasing the parts, my husband did ask about installing the “half hose”, but was told he could on his own but that Gm would not allow the dealership to do that and yet Pay e Chevrolet did just that. The entire hose was purchased and in the back seat of the truck to be installed. You guys boasting on the fact that my husband is on a fixed income and battling cancer as well as injury makes your company look very small. Walk ins for service is in fact what helps your business growth. The $225 was quoted using all parts that were purchased. Then at check out you service dept said it was going to be $300 some odd dollars. My husband mentioned he was quoted $225 and the guy sitting on the left confirmed that is the price he told my husband so that is what was charged. When we got home and see that the other “portion” of the house was not installed, we called and was told there is no way the tech would had done that. But that he would ask him when he returned from lunch and call us back. The next call was that the other portion of the hose was on techs toolbox and we could come pick that up. It would be under the desk of the service department. The very next call was made to the manager of Payne named Rick or Ricky that stayed the tech would not had done that but once he found that it did happen he said he would reimburse the $225 to us in form of check within 2-4 days. It had been 6 days with no check when we paid cash. Payne Chevrolet are liars and caught red handed ripping people off. There is in $627 in savings when it was never quoted to us in any invoice or in any conversation of any kind. By the way there was nothing leaking and the parts were replaced in an abundance of precautions due to a prior leak. We paid for parts and labor as quoted. Where is our reimbursement that was supposed to be sent?