Don Brown Chevrolet
2244 S Kingshighway Blvd, Saint Louis, MO 63110
Services: Engine Service, Oil Changes
Shuttle Service: Yes
Appointment Needed: Yes
Brands Serviced: Chevrolet
I spoke with Greg (General Manager) to reach a resolution, but to no avail. At the beginning of our conversation, he stated that he needed to “get the facts” and call me back, which insinuated that I was dishonest and that the customer isn’t right. He admits that he “missed the mark” on not finding the issue the first time, however he felt that not charging additional diagnostic fees (be careful, diagnostic fee is from $70-$140, but increases the longer it takes to identify your issue- which was not mentioned at time of service) and towing the car (someone used their personal roadside assistance) sufficed. Experiencing the same issue with my car not starting after taking it to this certified dealership, those terms wasn’t acceptable. Not a different issue mind you, the SAME issue. His voice elevated on a few occasions and made it seem he was doing me a favor. The solution to deduct the diagnostic fee from the new bill was not an option for Greg. I informed the Service Dept. that my car started intermittently when I FIRST brought my car there. It is still intermittent after service. I have 3 children, one of whom with special needs, who also depends on my car; you can imagine how upset I was about how this was handled. It feels like the issue was left untreated intentionally to have me return and shell out more money. Had I not posted a review, I’m 1000% sure my bill would’ve included another diagnostic, towing, parts and labor.
Pam (Customer Serv. Mgr.) asked that I remove my review as soon as possible, as it is a poor reflection of Sue’s (Service rep.) service. Sue has been very professional and courteous. My car not starting again has nothing to do with her. I felt that that was some sort of guilt-trip tactic to remove my original Google review.
Malissa, we are very sorry that you are still unhappy with the service at our dealership. We have made a concerted effort to help fix your vehicle's problems, and done everything in our power to take care of any inconvenience you experienced from your first visit. Initially, we replaced the fuse relay, which fixed the issue with your vehicle. There was no other indication of other potential concerns at the time your service was completed. When you contacted us after your vehicle stopped working, the dealership covered the cost to have your vehicle brought back in, and waived the second diagnostic fee. After troubleshooting to find the problem, we determined the fuse box was corroded, and the quote we provided for you was for this part. Neither of these parts are under a recall by Chevrolet. Again, we have done everything in our power to meet your expectations. Unfortunately, your expectations are beyond what we are able to satisfy, and we are not able to waive the first diagnostic fee. We have offered to repair the fuse box, and this offer still stands should you choose to come back after exploring other options.
Have not bought a car in 22 years. Don Brown mad that experience wonderful. They came and got me, listened to my needs, found a BRAND NEW Chevy Traxx, provided a payment that was beneficial, got 10 year bumper to bumper warranty, and I drove her home within hours. Even been back for service when I got my phone cord caught in a storage compartment. No mess no problem they fixed it in 5 minutes. No charges and with a smile. I am hoping this experience continues. Contact DON BROWN for your next vehicle.