When I brought my vehicle in for a diagnosis on 8/29 at 10am (for which I had to take off work) it was communicated that my appointment, which I scheduled and confirmed by phone on 8/27, was never put into the system. Once the appointment was created in the spot, I was told there was a high likelihood my car could not even been see until 9/2 despite an appointment slot being completely open and now reserved by me. At close of business on 9/29 I was called and informed that diagnosis ($240 fee) had been completed, the only found issue was that the engine oil cooler lines were cracked, but that the part was in stock and could be repaired. I agreed to the repairs. 9/3 repairs had been completed and re-inspected for verification, I arrived at the dealership, payed $1,685.80, and left in my car at 4:40pm. 30 minutes down the road the smoke was billowing from the hood of my car. I pulled off, popped the hood and found the engine smoking around the oil cap. I got under my car and found the oil leaking worse than when it was taken in. I called and was forwarded to the voicemail of a manager where I left a message explaining the issue had not been resolved and my disappointment in the service team for not completing a nearly $1,700 job. On 9/4, a service agent , not a manger, called me and asked me to bring the car back in. Car was towed back to the dealership. Later, the service agent called back and claimed the brand new tubes that were installed were cracked and that the issue was missed upon re-inspection, but that the service team was working to correct the issue. 9/5, I was informed the vehicle repairs were complete and that the car could be picked up. When I arrived around 4:20 to retrieve the car, the same service agent then told me that the new part wasn’t cracked but that the transmission tube was cracked by an employee during the first repair. I requested to talk to a manager. Rather than having me meet with a manager, whom I could see through their office widows to not be on a phone or with a customer, I was told the manager was too occupied and I could meet with a floor supervisor. I talked the supervisor through the now week-long ordeal explaining that a) if it was a part their team cracked I should be reimbursed for some labor costs, b) if the new tubes were cracked, it should have been caught upon re-inspection and I was owed compensation from the labor costs for it not being caught, and c) if it was an issue that existed from the start then I was owed the $240 diagnose fee back since the issue was not diagnosed. I also informed the supervisor that due to my car being in the shop, family members had to take off work and add miles to their vehicles the take me to work so I could afford the nearly $1700 in initial repairs. The floor supervisor ensured he would share this information with a manager and I was told, and agreed, that I would be contacted by phone call. On 9/6, I was not contacted by phone but rather received a generic email from Service Lane Manager Mike McAndrew starting the following:

“After carefully reviewing your situation with all parties involved, we believe that the appropriate actions were taken in covering the tow bill and subsequent repairs as the at-fault component was in the general area of previous repair though not directly related, but do not feel that additional compensation is required at this time.”

However, this so-called manager never once contacted me to confirm the details of the events and his claim that the issue being “in the general area of previous repair though not directly related” does not match what I was over the phone or in person by service agent. Initially, I would have felt aptly compensated if the $240 diagnostic fee was returned. However, due to this now week-long ordeal, I feel I am owed much more for my time, time off of work, service team not catching issues, and being told on 3 separate days that the new issue was something different each time.