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| - On October 25, 2016, We contacted on-star and it was recommended that we take the car to a dealership to be checked out. About 3:00 PM we arrived at Fairway Chevrolet We met service advisor Octavio Cisneros Octavio ran a quick diagnosis on our car and said we had a "P0013." Octavio told us it would cost about $350.00 to get our car fixed. Octavio then tried to pressure us into getting the work done immediately. He told us that "right now" they were not busy. We asked Octavio if we had the work done now could we get transportation to our hotel and back to the dealership when our car was ready. Octavio told us he could get us a ride to our hotel however we would have to find our own transportation back to pick up our car. We told Octavio we were not comfortable with that arraignment. Octavio then told us that if we wanted to stay and wait he could have our car done in about 45 minutes. Based on Octavio's attitude and pressure sales tactics, we felt we needed to verify our car really needed to be serviced and that Octavio was not trying to take advantage of out of state tourist. We advised Octavio we would think about whether we wanted to have the service done. Octavio told us that the service department opens at 7:00 AM, but if we waited until morning, which he said is their busy time, he said he could not guarantee that our car would be fixed the same day. We went back to our hotel and called our local dealership and explained all of the above to the service advisor. He said if it was him, he would play it safe and have the work done. We asked him what the charge would be if we brought the car to him for service. He advised us he would charge us $260.00, which is $90.00 less that Octavio quoted us. However, since we were 400+ miles from home, we decided to play it safe and have the work done. On October 26, 2016, we arrived at Fairway Chevrolet at 6:50 AM. When the service center opened at 7:00 Octavio was not there so Zack helped us. We explained our predicament to Zack. Zack told us we would be charged $127.50 diagnosis fee, which would be applied to any work we had done. Zack told us since we talked to Octavio yesterday Octavio will be our service advisor. (This helped to reinforce our feeling that Fairway Chevrolet service advisors are commission based and why Octavio tried to pressure us into getting the work done yesterday). After signing the estimate sheet, we asked Zack if we could get a ride back to our hotel. Zack told us that the shuttle driver does begin his shift until 8:00 AM. We then told Zack that since we had to wait an hour to get a ride maybe the problem will diagnosed prior to us leaving. Zack then told us that was not possible since the technicians do not start work until 8:00AM. At about 8:10 AM the shuttle driver drove us back to our hotel. At about 8:45 AM, Octavio called and said he was right and the solenoid needed to be replaced. He said his estimate was still around $350.00 for that work to be done. Octavio then stated that something else (we don't recall what he called it) was "gunked up" and it would cost an additional $300.00 to fix. We authorized the work to have the solenoid replaced and declined the work to have the gunked up part cleaned. Around 1:00 PM Octavio called us to say that our car was ready to be picked up. At this time he told us that he discovered warranty recall part on our car and that they "took care of that for us." We NEVER authorized that work to be done. We were aware of the recall and our local dealership had already ordered the part for us and was going to replace the part after we returned home. We arrived at the dealership and picked up our car. The total cost was $384.01. On October 29, 2016 we went to our local dealership and showed the Service Advisor the paperwork we got from Fairway Chevrolet. He immediately saw several things that seemed odd to him. 1) The bill shows the tech time was 1.6 hours. We were billed for 2.2 hours. 2) We were charged $12.98 for the warranty part because Fairway Chevrolet picked it up at another dealership. He said his dealership would NEVER charge this fee to a customer especially since it was a warranty part. 3) We were charged $42.08 materials / hazardous waste fee. He said his dealership would not have charged us a waste fee based on the work performed. 4) Her also said he could not imagine what part of our car could have been gunked up, since we are meticulous with the maintenance and servicing on all of our cars. He then called Fairway Chevrolet to inquire about our bill. He was told that he would need to speak to Octavio. He was told that Octavio was currently with a customer. He was given Octavio's voicemail and left him a message. Currently Octavio has not returned the call.
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