Public Mediation

Bob Steele Chevrolet-Dispute-#5832227

S. G. vs. Bob Steele Chevrolet
2800 W Hwy 520 , Cocoa, Florida, 32926, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"more than 2 months ago I took my 2005 GMC van in to service-the check engine light was on. it was determined that 2 oxygen sensors on the left side were at fault. I had spoken with the tech & gave him the OK if he was sure that this would solve the problem. No price was discussed nor did the service writer call to give an estimate, he did call when the vehicle was finished. upon picking my vehicle up I was "shocked" at the price ($660.)
I went to my van to find my rear-view mirror hanging by its wires & tucked into the left side of the dash area, also the "complimentary car wash" was not performed. the next day I took the van in & someone re-installed the mirror. I wanted to talkj to the service mgr. ( Mike Steele) but he was not there, so I went to talk to the GM( Rob Kittleson) Who upon telling him of the $660.00 charge for the 2 O'2 sensors nearly fell off his chair as he indicated that this was an extremely high charge & that he would tell Michael Steele upon his return. 3 days latter I spoke with Michael, who indeed was awair of my "situation", he gave me his word that he would "take care of this". Well obviously he hasnt, several unanswered messages to him & his dad(Kevin Steele) have not been answered.I also "visited" Michael 2 more times--each time his reply was " I told you I would handle this". I'm completly agast to my treatment as I have known the Steele's since 1982. I have bought 12 vehicles from them, spent 10ns of thousands in parts & sevice & even worked for them for almost 10yrs. none of this apparently matters as neither "Steele" has the class to return a call. or keep their word. Take my "history" away from the equation, I'm still(was) a customer ( who everyone agreed was over charged) with their "world-class service" motto everyone is entitelled to at least a returned call. Everyone can buy O'2 sensors for my van for less than $50.00 a piece & the time to install them should be less than an hour(they simly unplug-unscrew). A "generous" bill should be 1/2 of what I was charged, & soehow I was "made to believe" that Michael would take care of it that way. Months have passed---NOTHING, not even a phone call. To say I'm extremely upset is putting it lightly. They NEED to make it right."
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Additional Communication Between Claimant and Bob Steele Chevrolet Hide
  • Mar 27, 2012, Bob Steele Chevrolet (responding party) added:

  • I assume Michael Steele responded, let me refresh his memory--yes he was out of town when the repair was done, my phone calls to him & his father were weeks later-what is his excuse for that?? its been 10+ weeks. He gave me his word(apparently not worth anything) that he would "handle this" as he too was astonished at the cost, just like the GM(Rob Kittleson) who put the issue on his desk. I don't know how often I have to explain to Michael that the reason for my call to GM was NOT to open a case but to get a clarification on the extended emission control warranty--because I was under the impression that this repair was a "covered" item, had it been this whole thing would be moot. Exactly how this is an issue for Michael is a mistory to me. I told him to close the case & that I had only requested information. As to me haven been given an "estimate" that is completly FALSE because I would have never agreed to such a rediculous price for replacing 2 sensors that cost $35 apiece. The service writer did call to ask for more time to diagnose-reason being the passenger seat was to be removed(I have personally taken that seat out numerous times using "hand-tools"in 5 min.) the next call I got was when the van was ready, he then told me the cost--NOT before. Again this has been months in the making--NO one has returned a call, & upon each visit to the dealership Michael assuerd me he was going to take care of this, erxactly what has changed??? He & everyone else involved knew I was OVERCHARGED-Michael said on several ocassions he would take care of it--AGAIN WHAT HAS CHANGED??? Let me REPEAT, Michael was out of town when the van was repaired(10weeks ago) He has told me on several occasions to not concern myself because he was going to handle it. I have been for 30yrs. a "super" costomer--having spent hunderds of thousands of dollars over those 30yrs. on car purchases,parts & service & this is how I get treated??? they claim to give "world-class-service" Please get real here. all I'm asking for(& was promised) is to make this RIGHT. Do they realy treat other cuistomers like this as well?? I for one know they do (I worked for them for 10yrs.) The "dollar" is apparently held in higher regard than ones word or keeping a customer. Shame on you Michael & shame on Bob Steele Chevrolet.

What Claimant Wants Hide
Just make me happy!
Claimant invites Bob Steele Chevrolet to make a fair offer to resolve this complaint.
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Do you agree with the claimant’s demands?  (If you are a party to this claim, click here.)
Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Mr. Gwiazda was given and estimate and cost of the repair before any work was done on the vehicle. He approved the work do be done and at that price.
    He chose to go above us and make a case with GM in which they handled the issue from there.
    Also Mr Gqiazda's phone calls where not immediately returned because I was our of town and could not call him back. "

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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