| rev:text
| - Service here is definitely NOT #1.
I bought a SAAB here in 2008. At the time there were questions of ownership of SAAB due to the sale of SAAB by GM. So that was my first mistake...but the salesperson assured us that we'd have NO troubles getting parts service in the future, so we went with it. Within the first year of ownership we moved from the east end to the South Hills. We assumed we'd be able to utilize one of the several Cochran locations within 2!mikes of both our home (west liberty) or our w
New jobs (Robinson). NOPE. We were told there was only ONE person certified for SAAB repairs, so for five years we've been hauling all the way out to monroeville for service, passing 3-4 Cochran dealerships in our neighborhood along the way.
Each time I needed service, I would always ask if there was anyway if we could go to the service center nearby and without any apology, was always rudely told no. As if what I was asking was so outrageous. Is it that hard to certify one more guy in the south hills???
As for parts being available, there is a crack in the hinge of the passenger door that I asked to be fixed. When I took it in, I was told it was on back order and would take a few weeks. So I waited a month, heard nothing and called to follow up. The woman who answered was rude (this was typical) and said it still wasn't in yet and implied I should not call back; they would call when the part came in. That was about two years ago. Still never got that call.
Recently my vehicle had a major failure. We had to have it towed to Monroeville. They told us what the problem was, said it wasn't covered by warranty, and would cost thousands. I repeatedly asked for an itemized estimate and a better explanation for why it wasn't covered under the power train warranty and was flat out ignored. Once again the part was on back order. I requested via email three times for an itemized estimate so that I could make an educated decision about whether to repair the car, take it elsewhere, or just get a new one. The dealership clearly was ignoring my requests and basically holding my car hostage for three weeks!! If they gave me the info I needed there was a chance i would take it elsewhere and they'd lose my money. (Customer service at its best). I asked if they offered a loaner from the dealer since they would have the car for so long (which I don't think is that unreasonable) and was denied if course. That would be actual customer service.
Then, when my car was ready, I figured at the very least they'd wash it for me. Haha. Silly me.
The moral of the story is, buyer beware. This dealership is super nice when you buy your car, but once you come back for service, it's a whole new ball game. I am in the market for a new car now, and it would be super convenient for me to go to Cochran in Robinson since I can almost walk there from work, but I feel I'd just be made a fool of again.
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