In December 2025, I contacted the service department regarding an intermittent issue with my…read morevehicle that I wanted diagnosed and repaired under warranty. I spoke with Susan, who scheduled my appointment for January 21.
I dropped my vehicle off at 8:00 a.m. and explained that the issue occurred intermittently: the vehicle would become stuck at approximately 25-35 mph even while I was pressing the accelerator. Instead of accelerating, the engine RPMs would increase while the speed remained the same. Once I released the accelerator and the RPMs dropped, the vehicle would return to normal operation. I was advised to have a transmission drain and refill performed.
Since my vehicle was already in for service and had approximately 56,000 miles, I also authorized an oil change and a differential fluid service. Before leaving, I asked my service advisor if my vehicle would be in good hands. She assured me that all of their technicians were certified and fully capable of performing these routine maintenance services. Based on that assurance, I accepted a loaner vehicle and left.
At approximately 2:00 p.m. that afternoon, I received a phone call informing me that the technician would not be able to complete the work that day and that my vehicle would be finished the following morning. I told them that was fine since I had a loaner vehicle.
The following day, I never received a call or text informing me that my vehicle was ready. Around 4:30 p.m., I called the dealership myself. The gentleman I spoke with told me that my vehicle had already been completed and asked if I had not received a call or text. I explained that the only communication I had received was the previous day's call saying the work had been delayed. He simply apologized and told me I could come pick up my vehicle.
After returning home, I reviewed the footage from my dash camera. The footage showed that my vehicle remained parked for most of the day. More concerning, when the technician first pulled my vehicle into the service bay, he appeared visibly frustrated and was heard saying to another employee, "I'm not doing this shit." This immediately raised concerns about the professionalism and quality of the service my vehicle would receive.
The dash cam footage also showed that my vehicle was never lifted for the oil change. It was only lifted later for the transmission service, during which another technician had to assist because the original technician appeared unfamiliar with the procedure. Additionally, I did not observe any work being performed on the differential service that I had paid for.
I contacted the dealership and spoke with an assistant service manager because the main service manager was unavailable. He asked me to bring in the dash cam footage. After reviewing it, he agreed that the technician's behavior was unacceptable and stated that it would not be tolerated. He also said he intended to issue me a full refund but first needed to discuss the matter with the service manager.
The following day, the service manager contacted me and asked me to bring the vehicle back to the dealership. This required me to dig my vehicle out during a recent snowstorm just to return for another inspection. After watching the dash cam footage himself, he also acknowledged that what occurred was not acceptable.
I explained that if the dealership had video evidence confirming the oil change and differential service had actually been performed, I would gladly accept that. However, he stated that they only had video of a brake inspection and no video confirming the oil or differential services. He said he would discuss the matter with upper management.
The dealership then pulled my vehicle into the shop and, approximately 15 minutes later, asked me to inspect the oil with them. From my perspective, this did not prove that the oil change had actually been completed during my original service visit, as the oil and filter could have been changed at that time. Ultimately, they offered to refund only the oil change.
This left me even more concerned. If the dealership was confident that the oil change had been properly completed, it raises the question of why they would refund that specific service. Rather than continue debating the matter, I decided to take my business elsewhere.
To make matters even more confusing, I later received a CARFAX service notification stating that both the front and rear differentials had been serviced. My vehicle only has a rear differential, making the report appear inaccurate and raising additional concerns about the accuracy of the service documentation.
Unfortunately, the original issue that I brought the vehicle in to diagnose under warranty was never resolved. My experience left me questioning not only whether the maintenance services I paid for were actually performed, but also the professionalism, honesty, and transparency of the dealership's service department.
I dont normally write review, but this got me thinkin
